Quality Assurance Program Specialist

Job Description

Park Nicollet is looking to hire a Quality Assurance Program Specialist to join our Call Center team! Come join us as a Partner for Good and help us make an impact on the care and experience that our patients and their families receive every day.

Position Summary

Develop and maintain the Patient Service Center Quality Assurance Program and assist with process improvement rollouts. Validate and ensure quality assurance by measuring individual and departmental service levels through monitoring the work of the PSC (Patient Service Center) Agents each month. Provide timely and effective feedback to each agent regarding their individual service levels based on monitoring results. Ensure quality of departmental documentation via report auditing and provide coaching when appropriate. Identify any individual or departmental quality trends and provide feedback to appropriate areas for action. Support the rollout and training of special projects and initiatives.

The primary role of the QA position is to ensure quality and compliance in patient interactions by:

• Call monitoring: Reviewing and scoring calls based on organizational standards.
• Feedback and coaching: Offering actionable feedback and coaching sessions for staff development.
• Improvements: Identifying trends and areas for enhancement in individual and team performance.
• Collaboration: Working with training teams and leadership to align with organizational standards.
  
  

Work Schedule: The schedule includes a hybrid arrangement, with three days of remote work and two days on-site at the 8170 Bloomington office.

Required Qualifications

• Education, Experience or Equivalent Combination:
• Associate of Arts or Science Degree, or equivalent experience/training.
• One year related supervisory or three years related non-supervisory experience is also required (preferably in a health care call center environment).
• Experience with quality management monitoring system.
• Demonstrated experience in providing effective feedback.
• Licensure/ Registration/ Certification:
• Certification in Calabrio Quality Management and Workforce Management software.
• Knowledge, Skills, and Abilities:
• Strong leadership, interpersonal, verbal, and written communication, team building skills and ability to mentor staff required.
  

Preferred Qualifications

• Analytical and problem-solving skills.
• Ability to work with all levels of management and staff.
• Strong knowledge of customer service skills.
• Process improvement and performance management skills.
• Ability to exercise good judgement, prioritize and problem solve.
• Proficiency with Epic Cadence software.
• Attention to detail and organization are necessary to manage multiple tasks effectively.
• Ability to work independently and manage one's own workload and schedule with minimal direction.
• Capability to meet deadlines.
• Strong interpersonal skills with the ability to deliver constructive feedback professionally.
• Comfortable presenting in group settings.
  
  

Benefits

Park Nicollet offers a competitive benefits package (for eligible positions) that includes medical insurance, dental insurance, a retirement program, time away from work, insurance options, tuition reimbursement, an employee assistance program, onsite clinic and much more!

About Us

At HealthPartners we believe in the power of good – good deeds and good people working together. As part of our team, you’ll find an inclusive environment that encourages new ways of thinking, celebrates differences, and recognizes hard work.

We’re a nonprofit, integrated health care organization, providing health insurance in six states and high-quality care at more than 90 locations, including hospitals and clinics in Minnesota and Wisconsin. We bring together research and education through HealthPartners Institute, training medical professionals across the region and conducting innovative research that improve lives around the world.

At HealthPartners, everyone is welcome, included and valued. We’re working together to increase diversity and inclusion in our workplace, advance health equity in care and coverage, and partner with the community as advocates for change.

Join us and become a partner for good, helping to improve the health and well-being of our patients, members and the communities we serve.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identify, status as a veteran and basis of disability or any other federal, state or local protected class.