Patient Experience Quality Specialist

Summary: The Patient Experience Quality Specialist is responsible for monitoring, inspecting, and proposing measures to correct or improve a company's final products and processes to meet established quality standards As a Quality Specialist, you will partner with the Patient Experience Manager and the state specific leadership to evaluate the front office calls.   

Position is 100% remote and we provide equipment and ongoing support.

Seeking candidates that live in AZ, CO, NM and NV.

At CHOICE Healthcare Services, our mission is to provide everyone access to the healthcare they need.  CHOICE is the largest provider of pediatric dental care in the Southwest United States, and we pride ourselves on delivering high quality care to children in our communities. 

What we provide to you as a CHOICE teammate:

• Care for your wellbeing and work-life balance
• Professional and personal growth
• Experienced leadership support
• Fun and supportive team dynamic with events and celebrations
• Comprehensive benefit package

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• The Patient Experience Quality Specialist will listen and evaluate calls based on approved quality score card and script.
• Identify gaps in the call flow and provide feedback for improvement 
• Collect, prepare and analyze data to provide guidance to leadership 
• Documentation of all evaluated calls 
• Partner with leadership to assist in improving processes 
• Build effective partnerships with practice leadership  
• Prepare and present findings to internal partners 
• Serve as department representative to respond to escalated matters 
• Helps with call feedback including suggestions on improvements and best practices 
• Coaches and develops additional quality team members as needed 
• Performs data analysis to show trends monthly 
• Provide recommendations to leadership on policy and procedure adjustments to enhance the call quality 
• Utilize data and reporting measures to guide team members towards improving the patient experience 
• Provide follow-up to Patient Experience Manager on any calls that require escalation 
• Partner with Compliance and other internal teams for situational cases and learning opportunities as needed

Education and/or Experience: 

• HS diploma or equivalent required.
• 1+ year of call center quality assurance experience.
• Excellent interpersonal, listening, verbal and written communication skills. Computer skills required.
• Ability to document information electronically clearly and efficiently, using appropriate terminology and accurate spelling.
• Ability to objectively evaluate calls.  
• Experience in process improvement or people management; strong analytical and problem-solving skills.