Patient Experience QC Analyst - Remote

Overview

The Patient Experience QC Analyst provides cross-functional program leadership to launch new processes or improve existing ones. They achieve this through the application of project management tools to drive high-level collaboration and coordination with various business functions, perform root cause analysis, track progress, and provide detailed status and data reports to management. Their function is essential to ensuring teams define and achieve the objectives and goals required to complete projects on time. Assist with monitoring all verbal and written communications to maintain excellence in accuracy, professionalism, attention to detail, and adherence to processes within the Patient Experience team. Knowledge of all general products/processes and patient process exceptions.

In Short

• Drive high-level collaboration and coordination with various business functions.
• Assist in tracking overall team progress and provide detailed management status reports.
• Participate in CAPA reviews to determine training opportunities.
• Perform project tasks and assist other patient-focused teams.
• Generate necessary documentation, such as SOPs and protocols.
• Work with management and Data Analyst to locate new process improvement opportunities.
• Audit call and email communications for agents and processes.
• Follow protocol on delivering feedback to Patient Experience agents.

Requirements

• Bachelor's degree or equivalent required.
• 2+ years of call center QC experience.
• 5+ years of additional professional experience.

Benefits

• Comprehensive medical, dental, vision, life and disability plans.
• Free testing for employees and their immediate families.
• Generous employee referral program.
• 401k benefits and commuter benefits.
• Pregnancy and baby bonding leave.