About the Role
Quality Assurance Analyst – Remote
Louisville, Kentucky
Req ID517269
CategoryCompliance
FacilityAccess Point
Description
Quality Assurance Analyst
Who we are:
At Lifepoint Health, we provide quality healthcare to rural communities. As a valued member of our team, you will be an integral part of a group working together to elevate Lifepoint’s healthcare delivery network. Our network includes 60+ community hospitals, 60+ rehabilitation/behavioral health hospitals, and 250 additional sites of care across the United States. As an organization, we are dedicated to serving communities nationwide by providing exceptional care. We believe in the power of our talented teams and strive to create environments where employees find purpose and fulfillment
What you’ll do:
The Quality Assurance Analyst will evaluate the service provided by Access Point staff to clients through call evaluations, audits, deep dives, and shadowing. They will report findings to Operations Leaders and stakeholders daily, weekly, and monthly, and identify trends in client interactions, raising awareness to Access Point leadership. The Analyst will work closely with the Operations Management team.
Responsibilities:
- Serve internal and external stakeholders, including coworkers, customers, clients, patients, contractors, and vendors.
- Execute evaluations, audits, and deep dives to ensure optimal support for clients/patients/customers.
- Report quality-related information to upper management.
- Maintain consistency in the quality monitoring program.
- Act as a subject matter expert on evaluated programs, quality management systems, policies, and procedures.
- Identify discrepancies in documentation/procedures to ensure uniformity across the team.
- Establish professional relationships with Call Center leadership and team members.
- Provide consistent and ad hoc feedback for all roles and responsibilities
Qualifications
What you’ll need:
- Minimum one year experience as a Quality Analyst
- Experience and knowledge of the Centralized Scheduling Process
- Minimum one year experience working in a remote environment.
- Customer Service experience, preferably in a contact center environment