Overview
Live Answer Quality Analyst Jobs in Charlotte, NC at Tryon Medical Partners
Title: Live Answer Quality Analyst
Company: Tryon Medical Partners
Location: Charlotte, NC
General Job Summary: Receives and provides information to patients, healthcare team members and guests in a courteous and professional manner. In addition, this role will be responsible for monitoring and evaluating customer service interactions between Live Answer Agents and patients assessing their performance against company set standards. This role will provide actionable feedback through detailed reports and coaching sessions.
Primary Job Responsibilities/Tasks may include, but not limited to:
Live Answer Agent responsibilities include:
Serves as the first point of response to delivery system access and billing related telephone calls and messages. Ensures resolution of each patient’s concerns by directly addressing the issues or, if needed, escalating the issue to a point of resolution
Ensures all calls are handled efficiently and in a timely manner
Takes requests for refills, labs and test results. Sends them to the appropriate team
Schedules patients appropriately, with the correct physician and with the correct visit type. Verifies patient information and may complete full registration process
Ability to assess a phone call to determine if triage needs to handle call
Verifies all patient’s demographic information ensuring that all personal information is correct.
Verifies and enters patient’s insurance information into our system accurately and verifies that we are in network with carrier
Collects patient copays, deductible and/or balances in a professional manner.
Answer basic patient billing questions and/or directs to billing office
Monitors and resolves registration errors
Send messages to the appropriate staff to ensure the patient’s needs get handled in a timely manner
Live Answer Quality Analyst responsibilities include:
Performs call monitoring and provides trend data to Live Answer management team
Uses quality monitoring data to compile and track performance at team and individual level.
Monitors Live Answer Agent calls
Provides actionable data to various internal support groups as needed
Coordinates and facilitates call calibration sessions for Live Answer staff
Provides feedback to Live Answer team leaders and managers
Prepares and analyzes internal and external quality reports for management staff review.
Other duties as assigned
Requirements:
Education:
High school diploma; some college preferred
Experience:
Minimum of three years of call center medical office or healthcare facility experience preferred
Excellent verbal, written and interpersonal communication skills.
Must be self-motivated and self-starter
Exceptional listening and analysis skills
Must adapt well to change and successfully set and adjust priorities as needed
E.H.R. and Scheduling experience preferred
Physical Requirements:
Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling
Must be able to lift and support weight of 35 pounds.
Ability to concentrate on details
Use of computer for long periods of time
Must be able to speak and articulate clearly.
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