Quality Assurance Specialist Job in Wichita, KS

at Grene Vision Group




Position Overview:

This position will perform routine audits on inbound and outbound calls, score calls according to a standard approach, assess and aggregate data for opportunity, performs account reviews with the practice management system, and participates in design sessions for the Contact Center department centered on advancing and elevating Contact Center performance and operations. Position will collaborate with Contact Center leadership and applicable internal and external stakeholders to improve departmental performance related to policies, systems, procedures, and standards. This position is responsible for independent review and analysis of a variety of quality and performance related data, providing expertise and recommendations at an individual, team, and department level, and recommending operational goals and summary reports to drive improvements aligning to the Contact Center departmental and organizational goals.

Essential Duties and Responsibilities: The following are general responsibilities associated with the job and are listed in order of greatest to least amount of time spent on the duties.

  • Creates and conducts random quality audits for the contact center according to the departments quality assurance processes and policies
  • Assesses, plans, develops, and delivers quality assurance programs designed to improve staff performance, competencies, and transparency; reviews and provides changes to existing programs where appropriate
  • Reviews and documents audit results of inbound/outbound calls, account notes, and other applicable processes utilizing departmental quality monitoring standards and guidelines to ensure that quality and adherence to policies and procedures are being met.
  • Monitors and provides oversight of the quality of information entered into the practice management system during scheduling, preservice registration, insurance verification, referrals, live chat, live answer, and other applicable patient engagement tools related to contact center operations
  • Compiles and tracks data related to performance and coaching at department, team, and individual levels.
  • Collaborates with Contact Center Trainers to audit team members and processes more effectively for scheduling, referral, and registration errors and provide feedback for retraining opportunities as needed. As directed, work with Director/Manager to provide QA on individuals who fall below departmental standards
  • Provides recommendation for training content to the Contact Center Trainer; follows up on team members who have completed trainings to ensure policies and procedures are followed and operationalized
  • Conducts routine monthly feedback of low performing staff to the Patient Experience Specialist and Manager to improve performance and drive engagement, participates in the monthly coaching program. Provides ad hoc coaching as requested.
  • Participates in process improvement sessions to advance the design of quality performance systems, training, tools, and processes. Provides data analytics to drive scope and success criteria of initiatives in alignment with organizational strategy.
  • Analyzes and prepares quality assurance scorecards and reports for contact center leadership, identifies, and communicates trends and areas of opportunity for processes, tools, and team members
  • Ability to adjust quality auditing and other performance management tools ad hoc due to needs to monitor areas where performance is below standard or where performance standards have been achieved
  • Provides routine summaries of audit results and trending historical data, which are clear and concise including recommended action plans (where requested) to elevate departmental and/or team performance
  • Ability to quickly provide ad hoc quality assurance data requests in a professional and actionable format
  • Participates in enterprise-wide performance improvement projects associated with elevating the quality of service to both our internal and external customers
  • Actively participates in team meetings and supports the philosophy and goals of the team, department, and organization
  • Maintains a high level of confidentiality and ethical behavior


Job may require other duties as assigned.

Education and Experience: The minimum level of education and experience required to perform the job at a satisfactory level.

·       High school diploma or high school equivalency

  • 3+ years of customer service experience, preferably in a contact center environment
  • Technical proficiencies: intermediate to advanced knowledge of MS Word, Excel, PowerPoint, Visio
  • Prior quality assurance, training, or coaching experience
  • Experience in Optometry/Ophthalmology physician practice environment preferred

Knowledge, Skills, and Abilities: The minimum level of knowledge, skills, and abilities to perform the job at a satisfactory level.

  • Demonstrates understanding of business and how actions contribute to department performance
  • Advanced knowledge of customer service process and techniques
  • Strong interpersonal skills, ability to earn trust and build relationships
  • Experience with EHR software systems and Microsoft Office products
  • Professional verbal and written communication skills
  • Ability to develop reports and create presentations
  • Strong analytical skills with ability to make conclusions and recommendations
  • Ability to work collaboratively across disciplines and business lines
  • Must be comfortable educating staff members
  • Ability to handle multiple tasks with excellent problem-solving skills
  • Well organized with the ability to maintain accuracy and confidentiality
  • Highly collaborative team player with strong sense of initiative.

Key Performance Indicators & Productivity: The measurements used for the success of this position.

  • Productivity – reviewing 25 accounts/day


Decision Making: Common decisions made in the job and the level of review or autonomy needed to finalize such decisions.

  • HIPAA compliance and Meaningful Use
  • Provides input to Contact Center leadership regarding team member performance, skillsets, capabilities, and potential training needs
  • Reviews and determines where quality assurance updates are applicable
  • May make recommendations regarding policies associated with the job’s purpose and essential responsibilities.

Work Environment: Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

  • General office conditions
  • Able to work in a remote environment while performing required duties
  • Ability to work varying shifts including early mornings/evenings and/or weekends to attend meetings and facilitate cross training or support other initiatives

Physical Requirements: Activities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • While performing the duties of this job, the team member is regularly required to stand and walk and sometimes sit; use hands to type, handle, or feel objects or controls; reach with hands and arms; and talk or hear. 
  • Regular attendance is a necessary and essential function.
  • Minimal travel may be required.