Contact Center Quality Analyst monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Being a Contact Center Quality Analyst provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Analyst typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
JOB SUMMARY
The Quality Manager guides and supports Scottsdale Recovery Center’s (SRC’s) annual quality management plan, with oversight from the Chief Clinical Offer. The Quality Manager is chiefly responsible for facilitating data analytics and reporting, quality assurance and improvement activities to achieve the regulatory and strategic goals of SRC. The Quality Manager works in concert with the Chief Clinical Officer to structure data collection processes – including making recommendations and modifications to data collection mechanisms, such as the electronic health record, developing survey instruments etc.
ESSENTIAL JOB FUNCTIONS
1. Data Collection
a. Develops data collection methodologies and tools to support appropriate data collection for analysis.
b. Identifies and/or creates data collection tools, including forms within the electric health record.
2. Data Analysis and Reporting:
a. Defines reporting methodologies to demonstrate whole-person health outcomes.
b. Facilitates data mining to identify health disparities, over and underutilization of services and comparative analysis.
c. Develops routine and ad hoc clinical and operational reports on service utilization, regulatory compliance, critical incidents/events, and health outcomes; including population health and reporting to support value-based payment initiatives.
d. Track and monitor key performance indicators (KPIs) related to HEDIS, national outcome measures, and internal quality goals.
e. Identify trends, patterns, and areas for improvement using data visualization tools.
f. Provides data-driven insights, highlights opportunities for continuous quality improvement.
3. Quality Assurance
a. Coordinates with Chief Clinical Officer, Medical Director, and operational leadership to facilitate quality assurance activities, including secret shopper activities, clinical chart audits, regulatory and accreditation audits, facility walk-throughs, satisfaction surveys, client and family focus groups etc.
b. Facilitates investigations of critical incidents and events including root cause analysis and provides recommendations to the Quality Management Committee.
4. Quality Improvement Activities:
a. Supports the Chief Clinical Officer to facilitate the Quality Management Committee, including identifying agenda items, presenting data findings, and coordinating follow-up activities.
b. Lead root cause analysis to identify and address the root causes of quality issues.
c. Facilitate quality improvement initiatives using data-driven approaches including rapid cycle projects and annual performance improvement projects.
d. Coordinates with the Chief Clinical Officer to develop and implement the annual quality management plan.
5. Participates in leadership meetings with Chief Clinical Officer, Medical Director and other executive level leaders to offer data-driven insights into agency performance.
6. Collaborates and maintains positive relationships with the agency’s Directors, office staff, customers, regulating agencies, and clients.
7. Complete other tasks as assigned.
The previous duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, or a logical assignment to the position.
MINIMUM QUALIFICATIONS
1. Bachelor’s degree in healthcare administration, Public Health, Statistics, or related field. Master's degree preferred.
2. Minimum of 2-3 years of experience in healthcare quality management.
3. Strong data analysis and interpretation skills.
4. Proficiency in data visualization and business intelligence tools
5. Strong understanding of healthcare quality metrics, including HEDIS, national outcome measures and homegrown key performance indicators.
6. Experience with quality improvement methodologies and root cause analysis.
7. Excellent communication, interpersonal, and collaboration skills.
8. Ability to work independently and as part of a team.
9. Strong attention to detail and organizational skills.
10. Background in healthcare compliance is preferred.
11. Certification as a Certified Professional in Healthcare Quality (CPHQ) is preferred.
KNOWLEDGE, ABILITIES, AND ATTITUDES REQUIRED
1. Knowledge of software programs for personal computer use, especially word processing, email, spreadsheets, internet research, and electronic medical records (EMR).
2. Ability to inform the creation of data systems, perform data mining, facilitate visual storytelling through data visualization, ability to analyze comprehensive reports to offer insights into performance.
3. Strong problem-solving skills and the ability to carry out assigned projects to their completion.
4. Strong interpersonal skills, including the ability to communicate effectively both verbally and in writing, establishing and maintaining effective working relationships, gaining cooperation and resolving conflicts.
5. Demonstrated competence with, and continued commitment to, respect for cultural differences and diversity, including protecting client rights.
6. Recognition of the limits of one’s own professional expertise and the willingness to seek supervision and/or support, as needed.
7. Has completed all the requirements above and is documented in application in training including the ability to pass background checks required by Scottsdale Recovery Center.
Job Type: Full-time
Pay: $78,000.00 - $88,000.00 per year
Benefits:
Experience level:
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Ability to Relocate:
Work Location: In person
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