As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!
This position integrates fully with the Referral Services or Marketing Research Departments to monitor the quality and accuracy of in and outbound calls, including data entry and compliance with protocol changes as required due to technological and/or process changes. The Quality Assurance Analyst will ensure that the representatives under their training know the proper way to approach each call, how to walk a customer through a variety of inquiries and promotes high levels of customer service and quality. Will have daily communication with new representativeï¿½s Team Leads to discuss any problems that may be evident and to assure appropriate progress is attained. The Analyst will identify QI opportunities and presents them to Manager/Team Leaders for consideration and approval. Promote, by example, a customer-centric, professional management culture.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Others may be assigned.
Must have a thorough understanding of the departmentï¿½s quality and customer service expectations, and be able to communicate those expectations to new representatives.
Proficient at navigating in Sharp Focus/echo and must be able to relay instructions to new reps in accordance with training outline.
Responsible for training new referral reps on echo software and the procedures for physician referral and community education.
Responsible for training new referral reps on the Aspect phone system. Training to include general phone log-on practices, inbound/outbound call codes, call transferring and conferencing and general phone etiquette.
Selects calls for performance evaluation in a random fashion to provide a valid sampling representative of overall performance levels.
Provides continual training, coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality.
Responsible for making sure reps give accurate information in a courteous and professional manner.
Develops and deploys daily audits to assess the quality and accuracy of the Referral Services Representatives.
Assures that Sharp Focus information is accurate and current. Communicates any Data related issues to the HAR Team.
Works with Ops Team to develop reports and/or tools required to effectively gauge quality and activity (e.g., Section reports).
Acts as liaison with Customer Service, HARS and Operations to keep abreast of trends and initiatives.
Organizes and communicates process changes to Team. Prepares educational materials as related to same for training purposes.
Act as call center representative when needed by handling incoming calls to assist and support departmentï¿½s service level goal.
Support other call center departments as required.
Provide interim Team Leader or Representative coverage during absence of staff due to vacation, extended illness, vacancy, etc.
Other duties, including special projects, as defined.
KNOWLEDGE, SKILLS, ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Proficient in the use of MS Office suite. Intermediate-to-Advanced Excel and WORD skills highly desirable.
Broad understanding of Quality Assurance and Quality Improvement fundamentals and methodologies.
Business skills and maturity sufficient to enlist the cooperation and respect of the colleagues being audited.
Clear, effective and accurate verbal and written communication skills required.
Organizational and prioritization skills sufficient to effectively manage multiple, concurrent initiatives in a deadline-driven environment required.
Self-discipline sufficient to work with minimal supervision required.
Ability to embrace Target 100 principles and comply with Corporate Ethics guidelines required.
Handling of all audit results with discretion and confidentiality required.
Handling of all PHI (Protected Health Information) and Patient Identifiable Data with discretion and confidentiality required.
EDUCATION / EXPERIENCE
Include minimum education, technical training, and/or experience required to perform the job.
Two (2) years of college or two (2) years in a professional, customer-service driven environment may substitute for a degree.
Graduation from High School and five (5) years relevant experience may substitute for two years of college.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to work in sitting position, use computer and answer telephone.
Required to use fine motor skills (typing/data entry), and reach with hands and arms.
Must be able to lift up to 25 lbs
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Subject to varying and unpredictable situations, many interruptions, multiple calls and inquiries, and change.
May be required to work long hours and holidays.
Regular daily schedule determined by management.
After hours or weekend work as required to support the testing and acceptance of major system upgrades and/or major new applications.
Job: Patient Access
Primary Location: Saint Petersburg, Florida
Job Type: Full-time
Shift Type: Days
Employment practices will not be influenced or affected by an applicantâ��s or employeeâ��s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Internal Number: 2005000899
About Conifer Health Solutions
“Tenet Healthcare Corporation is a diversified healthcare services company with 115,000 employees united around a common mission: to help people live happier, healthier lives. Through its subsidiaries, partnerships and joint ventures, including United Surgical Partners International, the Company operates general acute care and specialty hospitals, ambulatory surgery centers, urgent care centers and other outpatient facilities. Tenet's Conifer Health Solutions subsidiary provides technology-enabled performance improvement and health management solutions to hospitals, health systems, integrated delivery networks, physician groups, self-insured organizations and health plans.