Tryon Medical Partners · 20 hours ago
Live Answer Quality Analyst
Charlotte, NC
Full-time
Onsite
Mid Level
3+ years expTryon Medical Partners is seeking a Live Answer Quality Analyst responsible for monitoring patient interactions to ensure service quality and compliance. The role involves analyzing data for trends, providing feedback to agents, and recommending process improvements to enhance patient satisfaction.
Health CareHospitalHospitality
Responsibilities
Performs call monitoring to listen and review live and recorded calls and chats and provides trend data to Live Answer management team. Ensures consistent application of quality standards across calls, chats, and emails
Uses quality monitoring data to compile and track performance at team and individual level
Identifies trends related to patient experience, access, documentation accuracy, and escalation handling
Provides actionable data to various internal support groups as needed
Coordinates and facilitates call calibration sessions for Live Answer staff
Provides feedback to Live Answer team leaders and managers
Prepares and analyzes internal and external quality reports for management staff review
Responsible for verifying adherence to company policies, procedures and regulatory guidelines
Maintains confidentiality and professionalism when reviewing patient interactions and quality data
This role partners closely with leadership, training, and operations to ensure quality standards are consistently applied and continuously improved across all patient touchpoints
Other duties as assigned
Qualification
Required
High school diploma; some college preferred
Minimum of three years of call center medical office or healthcare facility experience preferred
Strong ability to analyze data, identify patterns, and solve problems
Excellent verbal, written and interpersonal communication skills
Must be self-motivated and self-starter
Exceptional listening and analysis skills
Keen ability to identify quality issues and gaps
Must adapt well to change and successfully set and adjust priorities as needed
Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling
Must be able to lift and support weight of 35 pounds
Ability to concentrate on details
Use of computer for long periods of time
Must be able to speak and articulate clearly
Preferred
some college preferred
Minimum of three years of call center medical office or healthcare facility experience preferred
E.H.R. and Scheduling experience preferred
Company
Tryon Medical Partners
Tryon Medical Partners is a medical practice specialized in excellent healthcare on prevention,innovation and professionalism.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jordan P Archer
Chief Operating Officer
Caroline Lee Wilds
Physician Chief Operating Officer, Chief Financial Officer, and Internal Medicine
Recent News
Business Journals
2022-08-05
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