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QA Specialist

Company: Massachuesetts General Hospital
Location: Boston
Posted on: November 22, 2021

Job Description:

The MGH/MGPO Center for Ambulatory Services (CAS) supports strategic operations of the Massachusetts General Hospital and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization. The Quality Specialist, under the guidance of the Manager, is responsible for monitoring quality of all CAS access center agent interactions with patients and other customers as well as messaging and related scheduling workflows. Assess the quality of the performance of our access center agents who deal with our existing and potential patients and customers. Monitor inbound and outbound calls, inbasket messages, scheduling protocols, and medical records collection workflows to assess access center agent demeanor, technical accuracy, customer service performance, and adherence to department and client protocols, policies and procedures.Monitor inbasket messages, both administrative and clinical, to ensure proper routing, message detail completeness, and timeliness.Provides daily feedback to site management team (supervisors and managers) for critical monitoring items.Uses quality monitoring data management system to listen to both live and recorded calls to track customer service performance at individual and team level. Assist in creating, implementing and improving access center quality processes and procedures; as well as making recommendation for enhancements to training materials and curriculum as identified during the quality assurance process.Documents and prepares weekly and monthly reports on agent and workflow performance to access center supervisors, managers and client management team members.Coordinates and facilitates call calibration sessions as needed with other quality team membersParticipates in design of call monitoring formats and quality standards.Perform other duties as assigned.QualificationsEducation: Bachelor's degree or equivalent experience preferred2-4 years contact center experience required1-2 years prior healthcare experience strongly preferredBi-lingual a plusEEO StatementMassachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged

Keywords: Massachuesetts General Hospital, Boston , QA Specialist, Other , Boston, Massachusetts

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