Quality Assurance Specialist

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

The Quality Assurance Specialist is responsible for monitoring, coaching and/or providing feedback, calibration and trend analysis on the quality of customer interactions and contacts to ensure quality improvement goals are met and compliant. This position will also be responsible for providing ongoing feedback and support to Leadership by utilizing a consistent monitoring approach, publishing quality scores, and identifying behavioral and process improvement opportunities for both individuals and the department. Partner with Leadership and/or Trainers to create educational material that can be used to improve performance. This position typically reports to a Manager or Director in the Patient Access function.

Job Description

Location: Southwest Medical Plaza 3

Address: 7500 Beechnut, Houston, TX 77074

Minimum Qualifications:

Education: Bachelor's degree preferred.

Licenses/Certifications: (None)

• 1-2 years' experience as in a quality assurance role in a call or support center environment.

• Bilingual (English/Spanish) preferred.

• Excellent listening and analytical skills.

• Excellent verbal, written, and interpersonal communication skills, with the ability to evaluate, motivate, and provide feedback to individuals at various skill levels.

• Must have a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organization

• Ability to plan, organize and complete work to meet established objectives.

• Ability to conduct inter-disciplinary calibration sessions to achieve improvements in quality performance.

• Ability to work in a call center production environment, or comparable magnitude, with frequent interruptions and continue to meet/exceed deadlines.

• Proficient with Microsoft Access, Excel, and Word.

• Ability to perform cross-functionally in a matrix environment as workplace demands requires collaboration and assistance between departmental functions.

Principal Accountabilities:

• Positively impact team performance, including productivity metrics (AHT, talk time, not ready time, schedule adherence, etc.)and coaching for excellence through quality assurance/monitoring activities.

• Perform monitoring of calls or other channels of communication to compile and track performance at the team, line of business and individual level and provide actionable feedback to respective staff and leadership.

• Monitor, evaluate and score a percentage of calls for respective staff for compliance with established processes, policies and guidelines, and provide timely feedback and coaching based on evaluation results.

• Analyze information and utilize data to build recommendations to reduce errors and improve process performance; recommend process improvements that will enhance customer service delivery, first call resolution, and productivity.

• Participates or leads multi-disciplinary calibration sessions to identify improvement opportunities for customer service delivery or processes.

• Will provide timely feedback and coaching to staff and specific feedback or trend data to management.

• Document quality audit results while providing accurate and timely reports, to leadership.

• Will participate and/or lead special projects and/or initiatives, addressing service issues.

• Able to work independently and in a team environment.

• Adhere to all Compliance/Program Integrity requirements.

• Complies with HIPAA Regulations.

• Ensure safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann's service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

• Perform other duties as assigned.