Patient Engagement Center QA Analyst
IvyrehabState of Location:
New YorkPosition Summary:
At Ivy Rehab, we're "All About the People"! As a Call Center / Patient Engagement Center QA Analyst, you will play a crucial role in our mission to help enable people to live their lives to the fullest.Join Ivy Rehabās dedicated team where youāre not just an employee, but a valued teammate! Together, we provide world-class care in physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a passion for exceptional care for every patient.
Job Description:
OUR VALUES:Ā
One Ivy ā Love what you do ā Do the right thing ā I belong ā GSD (Get stuff done) ā Grow ā Serve others
The Patient Engagement CenterĀ (PEC)Ā QA AnalystĀ willĀ support the PECĀ Training and QA Manager inĀ developingĀ the Quality Assurance (QA) program for our Patient Engagement Center (PEC). Specifically, the PEC QA Analyst willĀ evaluateĀ patient interactions, collect and analyzeĀ data to improve processes and protocols within the contact center,Ā identifyĀ coaching opportunities, andĀ support PEC Managers in helpingĀ Patient Engagement Advocates improve their skills. In this role, the PEC QAĀ AnalystĀ willĀ help to ensureĀ that PECĀ AdvocatesĀ are properly and effectivelyĀ handlingĀ a variety of interactions, ranging fromĀ schedulingĀ orĀ changing new patient appointments,Ā toĀ general questions, to complaints.Ā Over time, the PEC will also handle other interaction channels, such as outbound, chat, email. The PEC QAĀ AnalystĀ will ensure thatĀ PEC Advocates can resolve issues quickly and effectively, de-escalate challenging situations, and provide an exceptional patient experience.
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Your responsibilities will include:Ā Ā
Contribute to the design and development ofĀ our quality assurance programĀ
EnsureĀ Advocates are followingĀ a consistent and quality approach to handling patient interactionsĀ Ā
RegularlyĀ monitorĀ and conduct evaluations of interactions to assess the quality of service andĀ identifyĀ strengths and areas for improvement in Advocate performanceĀ Ā
Support Managers in providingĀ in-the-moment coaching to Advocates to improve their performance as measured against KPIsĀ Ā
SupportĀ the ānestingā program whenĀ AdvocatesĀ graduate training and begin handling interactionsĀ through more robust call monitoring and early intervention to ensureĀ long-termĀ success for the AdvocatesĀ Ā
Participate in cross-functional collaborationsĀ with other Ivy departments to ensure process alignment among the PEC, front office, and clinic teams to meet quality standards for all departments involved in patient interactionsĀ Ā Ā
Observe daily operations of the contact center and lead interaction quality calibrations toĀ identifyĀ skill gaps and necessary training program improvementsĀ Ā
IdentifyĀ opportunities to evolveĀ theĀ QA program (materials, modalities, processes) with growth of contact centerĀ Ā
HelpĀ to improve PEC KPIsĀ by sharingĀ performance trends, areas of concern, and opportunities for improvement with Advocates and PEC managementĀ Ā
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To excel in this role, you shouldĀ possess:Ā
Minimum 2-3 years quality assurance experience in a contact center environmentĀ Ā Ā
Experience with QA automation and speechĀ analyticsĀ tools, including AI, a plusĀ
Empathy and coaching abilities to provide feedback that is not only constructive but also supportiveĀ Ā
Excellent problem-solving and analytical skills to not onlyĀ identifyĀ issues but offer innovative solutionsĀ Ā
Healthcare/physical therapy experience a plusĀ Ā
Knowledge of customer service best practicesĀ Ā Ā
Detail-oriented, self-reliant, and process-driven mindsetĀ Ā
Strong communicationĀ (verbal and written), interpersonal, and conflict resolution skillsĀ Ā
Ability toĀ excelĀ in a fast-paced and stressful work environmentĀ Ā
Must be technically savvy, withĀ demonstratedĀ experience working with multiple systems and appsĀ Ā
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Why choose Ivy?Ā Ā Ā Ā
Best Employer:Ā A prestigious honor to be recognized byĀ Modern Healthcare, signifying excellence in our industry and providing an outstanding workplace culture.Ā Ā Ā
Exceeding Expectations:āÆDeliver best-in-class care andĀ witnessĀ exceptional patient outcomes.Ā Ā Ā Ā
Incentives Galore:āÆEligibility for full benefits package beginning within your first month of employment. Generous PTO (Paid Time Off) plans and paid holidays.Ā Ā
Empowering Values:āÆLive by values that prioritize teamwork, growth, and serving othersĀ
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Compensation ranges from $50,000.00 - $60,000.00 based on experience.Ā Ā
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We are an equal opportunity employer, committed to diversity and inclusion in all aspects of the recruiting and employment process.Ā Actual salaries depend on a variety of factors, including experience, specialty, education, and organizational need. Any listed salary range or contractual rate does not include bonuses/incentive, differential pay, or other forms of compensation or benefits.