Quality Monitoring Coordinator FPA Access Center at Mount Sinai Health System

DescriptionThe Quality Monitoring Coordinator will ensure and uphold the integrity of the Patient Access Centers Mission and Vision statements in order to meet or exceed our service level agreements. The Quality Assurance Division will continuously monitor and work to improve the patient experience through constant auditing evaluation training and development of the Patient Access Center staff. The Quality Monitoring Coordinator will focus on improving and creating a positive patient experience through maintaining and improving quality metrics.ResponsibilitiesAnalyze quality assurance data and assist in preparing reports.Provides feedback to Scheduling Coordinators and supervisors to ensure our patients receive the highest possible level of service.Monitors weekly a set number of quantitative and qualitative call reviews.Evaluates call statics and call review data for each department possibly isolating specific areas of improvement.Identifies trends or uncovers learning opportunities for individuals/departments or through continuous monitoring.Keeps supervisors and managers informed of audit results identifies and recommends training needs.Helps with Service Recovery when there has been a failure or lapse in service excellence.Helps Supervisors with Performance evaluations by providing consistent impartial feedback.Work closely with training department to assist in designing and delivering trainings when appropriate.Provides Scheduling Coordinators with quality improvement processes as needed after call reviews.QualificationsBachelors degree in Healthcare administration or business related preferred or three or more years experience in a fast paced call center with excellence in customer serviceMinimum one years experience in a Patient Access Center/Call Center environment preferredDemonstrate proficiency in Microsoft software (Word Access Excel Power Point and Outlook)QA software experience preferredAbility to pay attention to detailsStrong analytical solid problem- solving skillsInnovative creative self-starterAbility to conduct objective audits and deliver constructive feedbackExcellent written and verbal skills with the ability to speak in front of large groupsStrong organizational skillsAbility to handle multiple tasksNon-Bargaining Unit 008 - FPA Access Center - ISM Icahn School of MedicineRequired Experience:IC Key Skills Active Directory,Identity & Access Management,LDAP,SAFe,Assistive Technologies,Authentication,Pediatrics Experience,NVDA,Sailpoint,SSH,SSO,Oracle Employment Type : Full-Time Experience: years Vacancy: 1