(This is a full time position supporting our TPC at SouthPark, Monday to Friday 8 am to 5 pm)
Primary Job Responsibilities/Tasks may include, but not limited to:
- Performs call monitoring to listen and review live and recorded calls and chats and provides trend data to Live Answer management team. Ensures consistent application of quality standards across calls, chats, and emails.
- Uses quality monitoring data to compile and track performance at team and individual level.
- Identifies trends related to patient experience, access, documentation accuracy, and escalation handling.
- 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.
- Responsible for verifying adherence to company policies, procedures and regulatory guidelines
- Maintains confidentiality and professionalism when reviewing patient interactions and quality data.
- This role partners closely with leadership, training, and operations to ensure quality standards are consistently applied and continuously improved across all patient touchpoints.
- 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.
- Strong ability to analyze date, identify patterns, and solve problems.
- Excellent verbal, written and interpersonal communication skills.
- Must be self-motivated and self-starter.
- Exceptional listening and analysis skills.
- Keen ability to identify quality issues and gaps.
- 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.
Top Skills
What We Do
As an independent practice, the difference is personal.
The physicians of Tryon Medical Partners joined forces because we share a core belief: the patient-doctor connection is the foundation for better health. This is the reason we are an independent practice. It allows us to remain true to our principles, while delivering better care rooted in stronger relationships.
What are the benefits of choosing an independent practice?
Value – We are able to practice medicine and conduct business nimbly and efficiently, with fewer layers of bureaucracy in our way – or our patients’.
Transparency – As a leaner organization, we are in direct contact with our patients and partners. Keeping it personal means serving with integrity and accountability.
Choice – In the changing world of healthcare, consolidation has become the new normal, and options are shrinking. We created an independent practice because we believe more choices should be available to everyone. Better health comes from having more than a healthcare provider. It takes a healthcare partner.
