Qual & Perf Analyst Access Cnt | Ambulatory Access Center

Wake Forest Baptist Health
Job Title: Qual & Perf Analyst Access Cnt
Job ID: 7378
Full/Part Time: Full-Time
Regular/Temporary: Regular
Job Category: Professional / Management
Winston-Salem, NCProfessional / Management, Medical, Healthcare7/17/2014ESSENTIAL FUNCTIONS: (Please list 10-12 accountabilities with no bullet points) Manages quality trends for all practices with the Access Center Supervisor to ensure compliance with established patient access standards through utilization of Quality Management, Workforce Management, ACD...

Job Description


ESSENTIAL FUNCTIONS: (Please list 10-12 accountabilities with no bullet points)

  1. Manages quality trends for all practices with the Access Center Supervisor to ensure compliance with established patient access standards through utilization of Quality Management, Workforce Management, ACD reports and other systems.
  2. Manages processes within the Access Center including all forecasting (including Intra-day), scheduling (maintaining shifts, work patterns, establishing work rules, event scheduling, etc.), reviewing and approving adherence to schedules, running campaigns and scheduling periods, etc.
  3. Responsible for developing and maintaining a fair and consistent quality excellence program that balances both call quality and agent productivity.
  4. Ensures commitment to continuous patient quality in all Access Center contacts.
  5. Provides daily, weekly and monthly reporting analysis to the Access Center Associate Director outlining center performance, quality adherence, and operational issues.
  6. Assists in the development and implementation of new policies and procedures regarding appropriate handling of calls.
  7. Identifies trends and issues within the Access Center that identify training gaps among agents.
  8. Management of new process development and implementation that affects workflow quality and efficiency.
  9. Monitor and grade agent calls. Lead team calibration sessions. Collaboratively work with Team Managers, Supervisors, and Leads to ensure that all call center agents receive monitoring and coaching monthly.
  10. Ensures consistent utilization of approved scripts, scheduling guidelines and clinical messaging and triage protocols by all Access Center staff. Develops scripts and process flow as needed.
  11. Acts as main contact point between IT, Telecom, and the Access Center regarding outstanding tickets and system issues.
  12. Compiles monthly Scorecard data to disseminate to the Team Supervisors and Team Managers.
  13. In collaboration with the Access Center Management Team, researches, analyzes and maintains data required to track and evaluate operations including utilization of advanced access reports and forecasting tools and provides regular feedback to practice leaders.
  14. Provide training and coaching as needed to all levels of the Access Center as needed.
  15. Develop and maintain agent incentive and motivation programs.
  16. Ensures compliance with HIPAA in all Access Center activities

SKILLS & QUALIFICATIONS:

  1. Previous experience with call center technologies (Avaya, specifically) is required
  2. The ability to communicate across many different levels of education, experience, and job position
  3. The ability to really think outside the box in terms of problem solving and extrapolation of ideas from access-related data sets
  4. An individual who has a knack for understanding and utilizing technology while at the same time being a "people person”
  5. Ability to articulate a variety of departmental and organizational goals, strategies and plans into integrated tasks with timelines and resource assignment
  6. Demonstrated organization, verbal, written and inter-personal skills
  7. Excellent analytical, problem solving and technical skills
  8. Comprehensive knowledge of Avaya call center technologies
  9. Ability to handle multiple projects with aggressive timelines
  10. Ability to multi-task and prioritize work
  11. Demonstrated skills in strategic and critical thinking, negotiation and relationship building
  12. Global vision and perspective in all areas of decision-making
  13. Exhibit the highest values of excellence, integrity and innovation
  14. Demonstrated ability with change control and change management
  15. Decisive, flexible
  16. Problem solver, consensus builder, results oriented with ability to quickly take action to achieve goals
  17. Energetic, self-confident, persuasive
  18. Proven leadership abilities
  19. Customer focused, service oriented
  20. Expert knowledge of Microsoft Windows Word, Excel, PowerPoint, Outlook, Visio and Project

WORK ENVIRONMENT: Fast-Paced Access Center

Quality & Performance Improvement Analyst, Access Center
FLSA Status: Exempt
Original Date: January 2014
Last Revision:July 2014

JOB SUMMARY: Position is responsible for managing all technical aspects of the Access Center's performance related to the Avaya Quality Management, Workforce Management and IQ systems.

EDUCATION/EXPERIENCE
Bachelor's degree preferred and five years related experience in a call center environment. Previous experience with call center technologies, such as Avaya, is preferred.


REPORTS TO: Associate Director, Access Center

LICENSURE, CERTIFICATION, and/or REGISTRATION:

ESSENTIAL FUNCTIONS:

1. Analyzes quality trends for all practices with the Access Center Supervisor to ensure compliance with established patient access standards through utilization of Quality Management, Workforce Management, ACD reports and other systems.

2. Analyzes processes within the Access Center including all forecasting (including Intra-day), scheduling (maintaining shifts, work patterns, establishing work rules, event scheduling, etc.), reviewing and approving adherence to schedules, running campaigns and scheduling periods, etc.

3. Responsible for developing and maintaining a fair and consistent quality excellence program that balances both call quality and agent productivity.

4. Ensures commitment to continuous patient quality in all Access Center contacts. Ensures compliance with HIPAA in all Access Center activities.

5. Provides daily, weekly and monthly reporting analysis to the Access Center Associate Director outlining center performance, quality adherence, and operational issues. In collaboration with the Access Center Management Team, researches, analyzes and maintains data required to track and evaluate operations including utilization of advanced access reports and forecasting tools and provides regular feedback to practice leaders. Compiles monthly Scorecard data to disseminate to the Team Supervisors and Team Managers.

6. Assists in the development and implementation of new policies and procedures regarding appropriate handling of calls.

7. Identifies trends and issues within the Access Center that identify training gaps among agents. Provide training and coaching as needed to all levels of the Access Center as needed. Develop and maintain agent incentive and motivation programs.

8. Management of new process development and implementation that affects workflow quality and efficiency.

9. Monitor and grade agent calls. Lead team calibration sessions. Collaboratively work with Team Managers, Supervisors, and Leads to ensure that all call center agents receive monitoring and coaching monthly.

10. Ensures consistent utilization of approved scripts, scheduling guidelines and clinical messaging and triage protocols by all Access Center staff. Develops scripts and process flow as needed.

11. Acts as main contact point between IT, Telecom, and the Access Center regarding outstanding tickets and system issues.

SKILLS & QUALIFICATIONS:
The ability to communicate across many different levels of education, experience, and job position
The ability to really think outside the box in terms of problem solving and extrapolation of ideas from access-related data sets
An individual who has a knack for understanding and utilizing technology while at the same time being a "people person"
Ability to articulate a variety of departmental and organizational goals, strategies and plans into integrated tasks with timelines and resource assignment
Demonstrated organization, verbal, written and inter-personal skills
Excellent analytical, problem solving and technical skills
Comprehensive knowledge of call center technologies
Ability to handle multiple projects with aggressive timelines
Ability to multi-task and prioritize work
Demonstrated skills in strategic and critical thinking, negotiation and relationship building
Global vision and perspective in all areas of decision-making
Demonstrated ability with change control and change management
Decisive, flexible
Problem solver, consensus builder, results oriented with ability to quickly take action to achieve goals
Energetic, self-confident, persuasive
Proven leadership abilities
Customer focused, service oriented
Expert knowledge of Microsoft Windows Word, Excel, PowerPoint, Outlook, Visio and Project

WORK ENVIRONMENT:
Clean, well-lit office
Fast-Paced Access Center

To apply for this position, please click on the "Apply Now" button on this page. You must complete the application process and then submit your application by clicking on the "Submit" button located at the bottom of the page titled "Submit Online Application". You will receive the following message once you hit the submit button: "You have successfully submitted your job application".

Computers are available for applying within the lobby of the Human Resources Department located at 1920 West First Street, (on the corner of Miller and First Street) Winston-Salem, North Carolina 27104. You may also call our office for assistance at (336) 716-0175. Office hours are Monday-Friday, 8:00am-5:00pm.

If you are an individual with a disability and need reasonable accommodation to participate in the application process, please contact our Supervisor of Office Services by phone (336) 716-3367 or email at accommodationrequest@wakehealth.edu.

It is the policy of Wake Forest Baptist Medical Center to administer all educational and employment activities without discrimination because of race, sex, age, religion, national origin, disability, sexual orientation or veteran status (except where sex is a bona fide occupational qualification or a statutory requirement) in accordance with all local, state, national laws, executive orders, regulations, and guidelines.



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