Call Quality Assurance Coordinator

TeamHealth is named among the Top 150 Places to Work in Healthcare by Becker's Hospital Review. Newsweek Magazine recognizes TeamHealth as ‘one of the greatest workplaces for diversity, 2024’ and TeamHealth is also ranked as ‘The World’s Most Admired Companies’ by Fortune Magazine. TeamHealth, an established healthcare organization is physician-led and patient focused. We continue to grow across the U.S. from our Clinicians to Corporate Employees. Join us.
What we Offer:
Career Growth Opportunities
Benefit Eligibility (Medical/Dental/Vision/Life) the first of the month following 30 days of employment
401K (Discretionary matching funds available)
Generous PTO
8 Paid Holidays
Equipment Provided for Remote Roles

JOB DESCRIPTION OVERVIEW:
Responsible for all activities of inbound call monitoring and for procedures that improve quality of inbound calls to the service center. This position is responsible for communications between Billing Centers and NPSC. Responsible for implementing and following Policy and Procedures for the NPSC as it relates to quality assurance. Exceptional Customer Service, advance knowledge and skills in Medical Billing are required. Call Center operations are required in this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for implementing and upholding Quality Assurance Policy and Procedures for NPSC.
• Responsible for conducting new hire weekly quality assurance reviews immediately after training.
• Responsible for conducting and managing weekly/daily quality assurance reviews for employees that fail their initial or monthly Quality Assurance review until they meet the required standards.
• Communicates the findings of the weekly Quality Assurance reviews directly to the Training Manager.
• Responsible for identifying the areas of need for NPSC representatives that are not meeting quality standards and work with the Training Manager to develop plan of action.
• Reviews and gives details of calls between the caller and the NPSC representative upon request of management.
• Liaison between NPSC and Billing Centers
• Supports Helpdesk and Patient Call queue when necessary.
• Works with management staff to improve customer service.
• Helps to establish realistic and innovative objectives for the Quality Assurance program and participates as a management team member in discussing the progress with the Training Manager and Assistant Vice President of NPSC.
• Communicates to Operations team, Training Manager, and higher-level management on quality level and efficiency of the quality assurance program and improvements made.
• Responsible for communicating and follow-up on the needs of the Quality assurance program to the Assistant Vice President and Training Manager of NPSC.
• Forward Task Errors to seniors for corrections.
• Update the NPSC Representative name Chart and distributing to the NPSC Management staff.
• Handles special projects as requested by Vice President, Assistant Vice President. and Training Manager of NPSC.

QUALIFICATIONS / EXPERIENCE:

• Education equivalent to completion of the 12th grade with a minimum of three to five years’ experience in a medical billing setting with an emphasis on extensive client relations and proven leadership abilities. Experience in quality programs or procedures would be a plus.
• Associates or bachelor’s degree in Business or Computer Science would be a plus.

SUPERVISORY RESPONSIBILITIES:

• None