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Quality Assurance Coordinator, Central Scheduling

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Company :
University Hospitals

Location :
Cleveland, Ohio

Expiry Date :
Mon, 14 Jun 2021 23:59:59 GMT

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Description :
Description Position Summary: The Quality Assurance Coordinator is a passionate and experienced individual dedicated to the development of scheduling talent and informatics to ensure a positive patient first impression. The Quality Assurance Coordinator contributes to a positive departmental image by exhibiting professionalism, adaptability, teamwork, and mutual respect. The Quality Assurance Coordinator’s work can be defined in 3 main categories and or work as assigned by the Leadership team, training, quality Assurance and subject matter expert. The Quality Assurance Coordinator creates and delivers all applicable training as identified by leadership and or the Training and Support Department. They will identify training gaps and or opportunities using data and observation and will communicate training recommendations to Training & Support Department, IT Learning Services (Change Mgt.) and Central Scheduling Leadership They will Ensure agents have minimal errors, are independently able to schedule for assigned departments and positive quality scores, being trained on applicable material and following up to ensure information is absorbed and acted upon. The Quality Assurance Coordinator needs to be proficient in delivering training in small or large groups as well as onsite or virtually. The Quality Assurance Coordinator administers the quality review program by evaluation / observation of staff work against quality standards, identification of individual and unit educational needs. They will recommend process improvement to the overall quality assurance program, i.e. evaluation score card, weighting of questions, reporting, etc. The Quality Assurance Coordinator is accountable for improving the overall patient experience by using the QA scores and by using positive coaching techniques to influence agent behavior. They will partner with the Training and Development Team and/or Central Scheduling Leadership to ensure agents are delivering on being a compassionate trusted and able partner/advocate for the customer. They use data from various system such as Speech Analytics, Call Recordings and After Call Survey to better understand areas of opportunity. The Quality Assurance Coordinator is responsible for creating and presenting quality summary reports for Central Scheduling. The Quality Assurance Coordinator is required to perform inbound and outbound scheduling calls, typically during peak day and intervals and/or as assigned by leadership to better understand and gauge employee and patient experience. They will recommend process improvements of various systems being used within Central Scheduling and Radiology Scheduling. The Quality Assurance Coordinator demonstrates expert job knowledge of scheduling process, systems and procedures along with effective decision-making and problem solving skills. The Quality Assurance Coordinator exemplifies excellent customer service and will have a working knowledge of all departments that scheduling supports. Qualifications – Requires 4+ years scheduling experience, leadership role, coaching / mentoring, high touch customer service or UH patient work experience. – Associate or Bachelor degree will be considered in lieu of experience – High School diploma required. – CHAA accreditation required within 9 months of hire or promotion. – Demonstrated ability to develop adult learning/training curriculum. – Requires keen problem solving, analytical thinking, excellent verbal and written communication, and change management skills. – Must understand and use an analytic driven process to develop recommendations that are both meaningful and actionable. – Expert user Microsoft Office suites and SharePoint to create engaging presentations, work aids, and process maps. Equal Opportunity Employer – minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity