QA Analyst-Ambulatory Operations

GENERAL SUMMARY: Under general supervision, utilizes quality management tools to provide support and directly monitor and assess processes and workflows to ensure staff maintain both quality and production measures. Provides ongoing reporting and feedback to Customer Service management regarding staff performance. Measures and implements efforts to maintain or increase the quality of work performed within Customer Service. Conducts random audits and quality checks to ensure member inquiries are handled professionally and processed in an appropriate manner. Coordinates and facilitates calibration sessions. Facilitates training for new hires and current staff regarding the audit process and departmental quality expectations. monitors contacts and cases as outlined in the department Quality Policy and Procedure Manual. The Quality Assurance Analyst must compile monitored data and participate in the coaching, training, and development of the department's agents. Must have a clear and working understanding of any Service Level Agreement and overall quality standards. The Quality Assurance Analyst must have the skills to interact with various levels of leadership, including strong customer service, conflict resolution, active listening, analytical, writing and computer skills. The Analyst must have the ability to compile reports and effectively communicate the resulting analysis to the management team. EDUCATION/EXPERIENCE REQUIRED: Associate degree with a major in Business Administration or related field. Related and relevant experience may be considered in lieu of academic requirements. Related experience is defined as eight (8) years of experience in a call center with a minimum of two (2) years as a lead worker within an insurance, healthcare or government regulated industry. Two (2) years of experience in call center customer service. One (1) year of experience conducting quality/performance/evaluation audits. Experience providing coaching, feedback, and facilitating training. Experience implementing process change, data analysis, and trend reporting. Experience in research and quality improvement. Successfully complete all assigned Epic assigned courses within two (2) months of hire. Successfully complete all assigned Customer Service Representative New Hire inter-departmental training within two (2) months of hire. Excellent documentation skills. Excellent verbal and written communication skills. Self-directed and self-motivated. Strong interpersonal skills and discretion. Organizational and time management skills. Problem solving and decision-making ability. Strong understanding of the Henry Ford Health health care delivery system. Understanding of the functions of support departments requiring frequent interaction with Client Services.Additional InformationOrganization: Corporate ServicesDepartment: Ambulatory Contact CenterShift: Day JobUnion Code: Not Applicable