[Hiring] Patient Engagement Center QA Analyst @Ivy Rehab

Role Description

At Ivy Rehab, we're "All About the People"! As a Call Center / Patient Engagement Center QA Analyst, you will play a crucial role in our mission to help enable people to live their lives to the fullest.

Join Ivy Rehab’s dedicated team where you’re not just an employee, but a valued teammate! Together, we provide world-class care in physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a passion for exceptional care for every patient.

YOUR VALUES:

• One Ivy
• Love what you do
• Do the right thing
• I belong
• GSD (Get stuff done)
• Grow
• Serve others

The Patient Engagement Center (PEC) QA Analyst will support the PEC Training and QA Manager in developing the Quality Assurance (QA) program for our Patient Engagement Center (PEC). Specifically, the PEC QA Analyst will:

• Evaluate patient interactions, collect and analyze data to improve processes and protocols within the contact center.
• Identify coaching opportunities and support PEC Managers in helping Patient Engagement Advocates improve their skills.
• Ensure that PEC Advocates are properly and effectively handling a variety of interactions, ranging from scheduling or changing new patient appointments to general questions and complaints.
• Help to ensure that PEC Advocates can resolve issues quickly and effectively, de-escalate challenging situations, and provide an exceptional patient experience.

Your responsibilities will include:

• Contribute to the design and development of our quality assurance program.
• Ensure Advocates are following a consistent and quality approach to handling patient interactions.
• Regularly monitor and conduct evaluations of interactions to assess the quality of service and identify strengths and areas for improvement in Advocate performance.
• Support Managers in providing in-the-moment coaching to Advocates to improve their performance as measured against KPIs.
• Support the “nesting” program when Advocates graduate training and begin handling interactions through more robust call monitoring and early intervention to ensure long-term success for the Advocates.
• Participate in cross-functional collaborations with other Ivy departments to ensure process alignment among the PEC, front office, and clinic teams to meet quality standards for all departments involved in patient interactions.
• Observe daily operations of the contact center and lead interaction quality calibrations to identify skill gaps and necessary training program improvements.
• Identify opportunities to evolve the QA program (materials, modalities, processes) with growth of contact center.
• Help to improve PEC KPIs by sharing performance trends, areas of concern, and opportunities for improvement with Advocates and PEC management.

Qualifications

• Minimum 3-5 years quality assurance experience in a contact center environment.
• Experience with QA automation and speech analytics tools, including AI, a plus.
• Empathy and coaching abilities to provide feedback that is not only constructive but also supportive.
• Excellent problem-solving and analytical skills to not only identify issues but offer innovative solutions.
• Healthcare/physical therapy experience a plus.
• Knowledge of customer service best practices.
• Detail-oriented, self-reliant, and process-driven mindset.
• Strong communication (verbal and written), interpersonal, and conflict resolution skills.
• Ability to excel in a fast-paced and stressful work environment.
• Must be technically savvy, with demonstrated experience working with multiple systems and apps.

Benefits

• Eligibility for full benefits package beginning within your first month of employment.
• Generous PTO (Paid Time Off) plans and paid holidays.
• Compensation ranges from $60,000.00 - $70,000.00 based on experience.

Company Description

We are an equal opportunity employer, committed to diversity and inclusion in all aspects of the recruiting and employment process. Actual salaries depend on a variety of factors, including experience, specialty, education, and organizational need. Any listed salary range or contractual rate does not include bonuses/incentive, differential pay, or other forms of compensation or benefits.