Quality Review Representative

Job Title: Program Coordinator

Location: Remote

Department Name: Patient Access Services

Req #: 0000206272

Status: Hourly

Shift: Day

Pay Range: $23.86 - $33.70 per hour

Pay Transparency:

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Overview:

The Contact Center Quality Review Representative plays a vital role in elevating the patient experience through proactive performance monitoring and continuous process improvement. This individual is responsible for reviewing and evaluating contact center interactions to ensure excellence in service delivery, accuracy in information provided, and adherence to established protocols. Working collaboratively with training, operations, and other teams, the QA Analyst identifies trends, recommends enhancements, and supports the implementation of quality initiatives that align with organizational goals.

Qualifications:

Required:

• High School Diploma Required.
• Minimum 2 years of contact center experience in a contact center, preferably in healthcare in a leadership role.
• Minimum of 2 years of Training and Development preferred.
• Experience with Epic healthcare scheduling workflows required.

• Excellent verbal and written communication skills.
• Excellent computer skills required.
• Exceptional organization and documentation skill are required.
• Medical terminology skills preferred.

• Able to read; write legibly; speak in English with professional quality; use computer, printer, and software programs necessary to the position (e.g., Word, Excel, Outlook, PowerPoint, and other training module databases).
• Ability to be creative and engage employees through training modules.
• Operate/troubleshoot basic office equipment required for the position.
• Able to relate and communicate positively, effectively, and professionally with others.
• Work calmly and respond courteously when under pressure, problem solve, recall information, and collaborate and accept directions.
• Manage multiple assignments effectively, organize and prioritize workload.
• Pay close attention to detail and work independently with minimal supervision.

Scheduling Requirements:

• Days
• FT

Essential Functions:

• Monitor and evaluate call center interactions to assess performance, accuracy, professionalism, and compliance.
• Analyze call trends and share insights with leadership to inform coaching, training, and process improvement.
• Collaborate with trainers to address knowledge gaps and support continuous staff development.
• Conduct audits to ensure adherence to regulatory guidelines, ethical standards, and internal policies.
• Partner with leadership on the design and delivery of training related to compliance, customer service, and system workflows.
• Maintain a centralized and organized repository of QA materials and training content.