Quality Assurance Specialist, Patient Engagement
Core
Listen to recorded calls, assess quality against criteria, design training programs, and deliver feedback to improve patient and provider engagement effectiveness.
Role type
Quality Assurance Specialist (Patient Engagement)
Builds
High-quality patient and provider engagement outreach programs
Domain
Healthcare / Patient Engagement
Deliverable
dashboards & analysis
Required skills
Call quality assessment, training program design, feedback delivery, data analysis, SOP creation, Microsoft Office proficiency, customer service protocols knowledge
Preferred skills
Bachelor's degree in business management
Technologies
Talk Desk, Microsoft Office (Word, Excel, PowerPoint)
Responsibilities
Listen to recorded calls and assess quality based on predetermined criteria; Design and conduct comprehensive training programs for staff; Deliver feedback to outreach groups regarding communication skills and adherence; Maintain feedback loops with leaders and develop action plans; Organize and facilitate call calibration sessions; Analyze data from quality monitoring to identify trends; Maintain accurate records and prepare comprehensive reports; Design and create job aides and SOPs based on identified trends