Access Point has an exciting opportunity for a Quality Assurance Analyst to join our team.

If you’re passionate about serving others and have a desire to make an impact, Access Point may be for you.

Come join our dynamic group of talented team members who all share the desire to create innovative products and solutions that fuel healthcare transformation. This is an exciting and fast-paced opportunity for smart, motivated, caring people to join a fast growing organization with plenty of opportunity to advance.

We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, see what opportunities we have for you.

Summary:

The Quality Assurance Analyst (QAA) is responsible for evaluating tickets for accuracy and conformance to quality standards.The QAA reports results of evaluations to appropriate leaders and stakeholders, on a weekly or monthly basis as required.

Essential Functions:

• Quality Monitoring- Consistently completes target number of evaluations and ensures each is completed thoroughly and in a timely manner.  Reports and relays information related to quality to upper management as needed. Ensures consistency and uniformity in quality monitoring program.
• Systems/Policy Expertise – Serves as a subject matter expert on Quality Management systems, policies, protocols, procedures, etc. Ability to answer questions related to all utilized Quality Management systems. Ability to identify discrepancies and mistakes within documentation/procedures to ensure uniformity across all team members and roles.
• Quality Coaching – Establishes professional and appropriate repertoire with Call Center team members. Responsible for facilitation and delivery of feedback for all roles and responsibilities on a consistent, scheduled basis, as well as ad hoc. Facilitates learning through demonstration and teaching to improve the overall quality of the team performance.
• Leadership – Maintains a positive environment and encourages questions, clarifications, and an open approach to team monitoring. Leads by example in relation to all team performance requirements. Works closely with the AVP – Training, Quality, and Project Management, and other team leaders to foster a positive, productive work environment.   

Knowledge/Skills/Abilities:

• Ability to maintain confidentiality.
• Must have excellent interpersonal, communication (oral and written), and organizational skills
• Willingness and ability to perform repetitive activity.
• Proficient presentation, facilitation, and public speaking skills
• Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint), the SAP Framework, and the ability to learn specialized computer applications that are specific to handling job requirements
• Ability to develop professional working relationships
• Ability to plan, organize and prioritize multiple tasks that need to be completed on a daily basis
• Ability to work independently. Must be self-motivated and results and detail oriented
• Ability to perform the essential job functions of this job, with or without reasonable accommodations.
• Demonstrates commitment and desire to grow professionally
• Promotes company philosophy, mission, and administrative policies to ensure quality of care

Benefits:

Competitive pay and benefits including 401k, paid time off, employee illness benefit (EIB), medical, dental, vision.

Additional Information: 

Lifepoint Health is committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law.

Education –

• Bachelor’s degree Preferred

Experience –

• Two years of quality monitoring or teaching experience in a call center environment
• 1-3 years customer service or support experience in a call center environment
• Experience in a Human Resources function
• Basic healthcare knowledge
• Experience with SAP

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