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Quality Assurance Coordinator - Clinical Access
Full-Time, 10hr 8:00am-6:30pm M-F
Summa Health System is recognized as one of the region’s top employers by a number of third party organizations, including NorthCoast 99. Exceptional candidates gravitate to Summa because of its culture, passion for delivering excellent service to our patients and families commitment to our philosophy of servant leadership, collegial working relationships at every level of the organization and competitive pay and benefits.
Summary:
Assess telephone and electronic communication interactions across the Clinical Access Center for Patient Access Liaison staff through regular audits. Maintain accurate records for each staff member for the purposes of providing performance assessments to the management team. Assists with the handling of calls as necessary. Provides feedback and input to management team for quality improvement or department trends.
This role has the responsibility for monitoring and assessing telephonic and electronic interactions for the Patient Access Liaisons working in the Clinical Access Center in the capacity of central scheduling, pre-registration, sleep study and appointment services.
Minimum Qualifications:
Formal Education Required:
Experience and Training Required:
Other Skills, Competencies and Qualifications:
Level of Physical Demands:
Assess telephone and electronic communication interactions across the Clinical Access Center for Patient Access Liaison staff through regular audits. Maintain accurate records for each staff member for the purposes of providing performance assessments to the management team. Assists with the handling of calls as necessary. Provides feedback and input to management team for quality improvement or department trends.
This role has the responsibility for monitoring and assessing telephonic and electronic interactions for the Patient Access Liaisons working in the Clinical Access Center in the capacity of central scheduling, pre-registration, sleep study and appointment services.
- Verify quality, consistency and accuracy while ensuring all internal policies are being met along with any regulatory requirements, accrediting standards, contractual agreements or internal policies.
- Report assessment findings to management along with recommendations and suggestions for improvement.
- Maintains and reports out audit findings for employee development and performance measures.
- Assists in handling calls as needed
- Reviews documentation in electronic health record and scheduling software system for completeness, accuracy and compliance with protocols, policies and procedures.
Minimum Qualifications:
Formal Education Required:
- Bachelor Degree in business, psychology, or related field or equivalent combination of education and/or experience.
Experience and Training Required:
- One year working in customer service or general office support experience in any industry to include experience working in patient access position which has provided knowledge of one or more of the following: patient registration, insurance verification/pre-certification, financial counseling, and patient accounts.
- Knowledge of keyboard with extreme accuracy and Microsoft Office products (Excel, Word, Outlook).
Other Skills, Competencies and Qualifications:
- Demonstrates communication, leadership, organizational and interpersonal skills.
- Ability to work well within a team environment by accepting and offering honest and constructive feedback, supporting team goals, and encouraging fellow team members.
- Ability to be highly motivated, work independently, make decisions, and work in a fast-paced stressful environment.
- Attentiveness to detail.
- Ability to prioritize duties
- Relationship management
- Quality and compliance management.
- Organizational Competencies: Appearance, Attitude, Courtesy, Concern, Communication, Teamwork, Safety.
- Functional Competencies: Customer Service Orientation, Access Operations, Quality & Compliance Management, Physician & Patient Relations, Documentation & Reporting, Employee Engagement
- Personal Attributes: Customer Focus, Adaptability and Flexibility, Ability to understand and follow directions, Communication, Professionalism, Enthusiasm, Positivity, Integrity/ethical standards, Results-oriented, Organizational skills with strong attention to detail.
Level of Physical Demands:
- Ability to sit for extended periods of time
- Work weekends, evenings, and holidays as assigned
- Reliable Transportation required
- Ability to adjust work hours to meet business demands as required
Equal Opportunity Employer/Veterans/Disabled
$20.51/hr - $24.61/hr
The salary range on this job posting/advertising is base salary exclusive of any bonuses or differentials. Many factors, such as years of relevant experience and geographical location are considered when determining the starting rate of pay. We believe in the importance of pay equity and consider internal equity of our current team members when determining offers. Please keep in mind that the range that is listed is the full base salary range. Hiring at the maximum of the range would not be typical.
Summa Health offers a competitive and comprehensive benefits program to include medical, dental, vision, life, paid time off as well as many other benefits.
- Basic Life and Accidental Death & Dismemberment (AD&D)
- Supplemental Life and AD&D
- Dependent Life Insurance
- Short-Term and Long-Term Disability
- Accident Insurance, Hospital Indemnity, and Critical Illness
- Retirement Savings Plan
- Flexible Spending Accounts – Healthcare and Dependent Care
- Employee Assistance Program (EAP)
- Identity Theft Protection
- Pet Insurance
- Education Assistance
- Daily Pay
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