JPS Health Network · 12 hours ago
Quality Assurance Auditor
Fort Worth, TX
Full-time
Onsite
Entry, Mid Level
1+ years expJPS Health Network is a tax-supported healthcare system in North Texas, and they are seeking a Quality Assurance Auditor. This role is responsible for monitoring and documenting agent call quality to support departmental quality goals and initiatives, providing feedback and coaching to ensure high standards of customer service.
Health Care
Responsibilities
Monitors, evaluates the distribution and quality of inbound and outbound calls
Monitors proper call handling quality standards and records evaluations utilizing departmental quality monitoring forms
Designs quality monitoring forms and standards within monitoring software
Identifies developing trends impacting service levels and proactively partners with appropriate parties to recommend process enhancements or solutions to avoid potential problems
Fairly and consistently reviews inbound/outbound calls and written communications (including documentation) for accuracy and coach each call center staff member for success
Provides feedback and formal education for call center staff including implementation of new procedures
Audits and documents the improving overall call quality, first call resolution and customer service
Participates periodically in handling of inbound member calls
Keeps abreast of current and evolving trends in the industry
Performs other job related duties as assigned
Qualification
Required
High School Diploma or GED equivalent
1 plus years of experience in a Call Center leadership, hospital leadership or Quality Assurance role
Bachelor's degree in healthcare, business admin, or related area
Preferred
Associate's Degree from an accredited University in a related field or equivalent experience in a similar role with a similar scope
5 plus years of experience in a quality control environment
NAHAM or HFMA membership
Company
JPS Health Network
The Tarrant County Hospital District, known as JPS Health Network, is a nationally recognized system anchored by John Peter Smith Hospital, a 582-bed facility in Fort Worth.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Stanley C. Adams, MBA
Interim CFO
Colin Werenka
Senior Vice President, Chief Compliance Officer
Recent News
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