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HonorHealth · 3 weeks ago

Revenue Cycle Customer Service Quality Review Coordinator

Arizona, United States

Full-time

Onsite

Entry, Mid Level

2+ years exp

HonorHealth is one of Arizona’s largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The Revenue Cycle Customer Service Quality Review Coordinator is responsible for planning, developing, and monitoring the Quality Review program for the Revenue Cycle Customer Service department, ensuring high-quality service standards are met by staff. This role involves monitoring performance, providing feedback, and collaborating on training initiatives.

Health Care

Responsibilities

Monitor staff performance by participating in customer and client listening programs to identify customer needs and expectations and to assess staff members’ success in meeting those needs and expectations

Monitor customer care email and chat responses, identify and develop improvement opportunities as deemed necessary

Provide feedback to staff on a regular basis

Develop, implement, assess, and revise as needed, a comprehensive quality review program that positively impacts the quality assurance and performance of the customer service team

Utilize quality monitoring data management system to compile and track performance at a team and individual level

Prepare and analyze internal and external quality reports for management to review

Oversee the integrity of the centralized department knowledge base

Collaborate with Customer Service Coordinator - Trainer by providing data and performing analysis to identify areas of opportunity for training courses

Provide actionable data to various internal support groups as needed

Coordinate and facilitate call calibration sessions

Provide feedback to the staff members on their performance

Perform other duties as assigned