Medical Center Clinic · 5 months ago
Customer Service Quality Assurance Analyst
Medical Center Clinic
Full-time
Onsite
Entry Level
1+ years expMedical Center Clinic is dedicated to enhancing patient and customer experiences, and they are seeking a Customer Service Quality Assurance Analyst to support these efforts. The role involves monitoring and analyzing call quality, improving service delivery, and driving continuous improvement initiatives to align with organizational standards.
Hospital & Health Care
Responsibilities
Monitors and audits incoming and outgoing customer and patient calls as assigned, based on established criteria
Tracks and reports specific call performance metrics to the direct supervisor; ensures accurate and complete data collection per directive
Uses multiple tracking platforms—including call scoring tools, patient satisfaction surveys, and online review results—to identify trends and cross-analyze results
Gathers and analyzes data to identify areas in need of improvement and collaborates with leadership to implement solutions
Conducts quality improvement studies on topics mutually agreed upon with the Executive Officer and/or SVP of Operations
Maintains and tracks responses from patient satisfaction surveys and patient reviews from various platforms when applicable
Presents audit findings and program analysis regularly to the Executive Officer and/or SVP of Operations
Assists with reporting to Clinical Department Practice Managers on performance trends and areas for improvement related to telephone interactions
Assists in the periodic review and refinement of telephone call protocols and scripting standards
Actively participates in training and development programs related to best practices in customer service and telephone etiquette
Acts as a resource to the Management team by correlating patient satisfaction feedback with telephone interaction data to improve service delivery
Leverages reporting and analytics tools to extract data, identify performance trends, and support quality improvement initiatives
Creates and maintains quality scorecards, dashboards, and performance reports to support leadership decision-making
Supports deployment and refinement of Conversation Intelligence (CI) tools by interpreting sentiment analysis, keyword trends, and call behavior scoring
Applies principles of statistical quality control, production planning, and business analytics to optimize workflow efficiency
Monitors the physical environment within MCC, including the condition of waiting areas and appearance of patient-facing printed materials, ensuring both remain professional and up to date
Performs other duties as assigned cheerfully and willingly
Qualification
Required
Bachelor's degree required, preferably in Business Analytics, Operations Management, or a related discipline
1–3 years of experience in quality assurance, business analysis, or customer service performance monitoring
Display customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills
Ability to manage multiple tasks at the same time
Knowledge of telephone and computer systems
Excel and analytical skills required
Excellent telephone skills
Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers
Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner
Ability to work in close proximity with co-workers and maintain a professional attitude
Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications
Strong proficiency in Microsoft Excel and Office Suite; experience with Excel tools such as pivot tables and Solver
Proficient in use of English language both in written and verbal communication
Must be able to communicate with individuals of varying socio-economic backgrounds
Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Professional demeanor and recognition of privacy considerations for patients and families
Ability to look at a computer screen for extended periods
Ability to perform constant repetitive hands and finger motions
Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time during an 8-hour workday
Must exhibit stable work behaviors daily
Must possess adequate individual coping skills
Ability to remain calm and professional regardless of workload or time constraints
Must be able to work under stress and remain calm and professional
Preferred
Relevant coursework or experience in Statistical Quality Control, Production Planning & Control, Business Analytics preferred
Prior experience working with CI tools, call review platforms, or satisfaction surveys is highly desirable
Company
Medical Center Clinic
Medical Center Clinic was established in 1938 by six specialist physicians in Escambia County who sought to enhance the quality of healthcare in the community.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase