BDO has flagged the Senior Associate, IS Assurance job as unavailable. Let’s keep looking.

Quality Assurance Analyst-Full Time

Henry Ford Health

GENERAL SUMMARY: Under general supervision, utilizes quality management tools to provide support and directly monitor and assess processes and workflows to ensure staff maintain both quality and production measures. Provides ongoing reporting and feedback to Customer Service management regarding staff performance. Measures and implements efforts to maintain or increase the quality of work performed within Customer Service. Conducts random audits and quality checks to ensure member inquiries are handled professionally and processed in an appropriate manner. Coordinates and facilitates calibration sessions. Facilitates training for new hires and current staff regarding the audit process and departmental quality expectations. monitors contacts and cases as outlined in the department Quality Policy and Procedure Manual. The Quality Assurance Analyst must compile monitored data and participate in the coaching, training, and development of the department's agents. Must have a clear and working understanding of any Service Level Agreement and overall quality standards. The Quality Assurance Analyst must have the skills to interact with various levels of leadership, including strong customer service, conflict resolution, active listening, analytical, writing and computer skills. The Analyst must have the ability to compile reports and effectively communicate the resulting analysis to the management team. 

EDUCATION/EXPERIENCE REQUIRED:

  • Associate degree with a major in Business Administration or related field.
  • Related and relevant experience may be considered in lieu of academic requirements.
  • Related experience is defined as eight (8) years of experience in a call center with a minimum of two (2) years as a lead worker within an insurance, healthcare or government regulated industry.
  • Two (2) years of experience in call center customer service.
  • One (1) year of experience conducting quality/performance/evaluation audits.
  • Experience providing coaching, feedback, and facilitating training. 
  • Experience implementing process change, data analysis, and trend reporting.
  • Experience in research and quality improvement.
  • Successfully complete all assigned Epic assigned courses within two (2) months of hire.
  • Successfully complete all assigned Customer Service Representative New Hire inter-departmental training within two (2) months of hire.
  • Excellent documentation skills.
  • Excellent verbal and written communication skills.
  • Self-directed and self-motivated.
  • Strong interpersonal skills and discretion.
  • Organizational and time management skills.
  • Problem solving and decision-making ability.
  • Strong understanding of the Henry Ford Health health care delivery system.
  • Understanding of the functions of support departments requiring frequent interaction with Client Services.

Additional Information

  • Organization: Corporate Services

Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Under the leadership of President and CEO Robert G. Riney, Henry Ford Health is a

$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites

including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and

other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system

now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one

of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the

health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s 

major academic medical centers, receiving between $90-$100 million in annual research funding and

remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical

education and training, the health system has trained nearly 40% of physicians currently practicing

in the state and also provides education and training for other health professionals including nurses,

pharmacists, radiology and respiratory technicians. visit HenryFord.com.

Benefits

Whether it's offering a new medical option, helping you make healthier lifestyle choices or

making the employee enrollment selection experience easier, it's all about choice. Henry

Ford Health has a new approach for its employee benefits program - My Choice

Rewards. My Choice Rewards is a program as diverse as the people it serves. There are

dozens of options for all of our employees including compensation, benefits, work/life balance

and learning - options that enhance your career and add value to your personal life. As an

employee you are provided access to Retirement Programs, an Employee Assistance Program

(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits. 

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.

Read Full Description
Confirmed 4 hours ago. Posted 30+ days ago.

Discover Similar Jobs

Suggested Articles