Revenue Cycle Customer Service Quality Review Coordinator

Job Opportunity At Honorhealth

Looking to be part of something more meaningful? At HonorHealth, you'll be part of a team, creating a multi-dimensional care experience for our patients. You'll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Join us. Let's go beyond expectations and transform healthcare together.

Job Summary

The Revenue Cycle Customer Service Coordinator - Quality Review (QR) is responsible for planning, developing, and monitoring the Quality Review program for the Revenue Cycle Customer Service department. This includes monitoring, documenting performance and outcomes, assessing, and analyzing the work of the department call center reps and self-pay liaisons who deal with our existing and potential customers. The QR Coordinator:

• Monitors inbound/outbound calls, chats, and email responses to pro-actively identify whether customers' needs are being met according to the appropriate quality service standards.
• Assesses staff members' demeanor, technical accuracy, customer service performance and conformity to company and department policies and procedures in their communication with customers.
• Assists in developing, creating, and implementing quality processes, procedures, and appropriate quality service standards.
• Monitors new hires' progress with QA tools and observation.
• Performs analysis of data to identify areas of improvement.
• Works with vendors to create system edits as needed.
• Assists leadership on special projects and initiatives.
• Collaborates with the Customer Service Coordinator - Trainer by providing analysis identifying areas of improvement to be included in structured training courses for all new hires as well as refresher courses for existing staff members.
• Adheres to HonorHealth mission and values, as well as department policies while completing job duties.

Essential Functions

• Monitor staff performance by participating in customer and client listening programs to identify customer needs and expectations and to assess staff members' success in meeting those needs and expectations. Monitor customer care email and chat responses, identify and develop improvement opportunities as deemed necessary. Provide feedback to staff on a regular basis.
• Develop, implement, assess, and revise as needed, a comprehensive quality review program that positively impacts the quality assurance and performance of the customer service team. Utilize quality monitoring data management system to compile and track performance at a team and individual level. Prepare and analyze internal and external quality reports for management to review. Oversee the integrity of the centralized department knowledge base.
• Collaborate with Customer Service Coordinator - Trainer by providing data and performing analysis to identify areas of opportunity for training courses.
• Provide actionable data to various internal support groups as needed. Coordinate and facilitate call calibration sessions. Provide feedback to the staff members on their performance.
• Perform other duties as assigned

Education

• Associate's Degree - Preferred
• High School Diploma or GED - Required

Experience

• 2 years Healthcare Collections and Customer Service - Required
• 2 years Training experience in call/contact Healthcare environment or related field - Required
• 4 years Training experience in call/contact Healthcare environment or related field - Preferred

Licenses and Certifications