Orlando Health · 14 hours ago
Control Center Quality Assurance Coach, OHMG Access Center - Downtown Orlando
Orlando, FL
Full-time
Onsite
Entry, Mid Level
2+ years expOrlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. The Quality Assurance Coach is responsible for conducting coaching, maintaining quality standards, and collaborating with leadership to improve quality and experience within the Patient Access role.
Non ProfitHealthcareHospitalHealth CareMedical
Responsibilities
Reviews agent quality reports, composed of quality scores generated by auditors, and phone calls to conduct coaching
Assists management in the development and updating of reports to identify and track quality trends
Provides feedback to agents based on quality standards via the Coaching environment within the Quality Management platform, i.e., Observe.ai
Answers questions and assists team members with issues regarding soft skills, policies, and procedures
Remains current and proficient in all operational procedures in order to provide appropriate coaching based on quality assurance trends
Regularly rounds and shares best practices with team members
Coordinates with and assists Training with the initial training, coaching, and development of new hires
Coordinates with Training to develop periodic refreshers, develop new training programs and updating of training modules
Identifies team members who need additional coaching and works with Quality Assurance and Operational Management to identify areas of improvement
Reviews appropriate reports and databases to monitor patient account errors and tracks and trends/errors
Maintains reports, statistics and documentation as assigned
Supports and reinforces communication protocols with patients and the practice to provide ongoing feedback regarding core skills, accuracy/errors
Supports and reinforces training with team members on the purpose of service excellence and how to ensure high quality outcomes
Assists and supports the implementation of process improvements, both intradepartmental and interdepartmental
Assists in expediting issue resolutions as assigned
Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards
Maintains compliance with all Orlando Health policies and procedures
Communicates with clinic, training and access center leaders to create efficiencies
Participates in corporate downtime recovery and emergency intakes as assigned
Participates in all requirements of the Professional Development focusing on systems, workflows and overall experience
Qualification
Required
Associate Degree Required or Equivalent Relevant Experience with High School Graduate Degree
Two (2) years of relevant experience
Strong Customer Service Skills Required
Preferred
Bachelor's Degree Preferred
1+ years in healthcare preferred
Experience and knowledge of contact center operations preferred
Adult training or teaching experience desired
Benefits
Medical, Dental, Vision
403(b) Retirement Savings Plan
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Paid Time Off (up to 5 weeks to start)
Life Insurance
Extended Leave Plan (ELP)
Family Care (childcare, elder care, pet care)
Paid Parental Leave
Pet Insurance
Car Insurance
Educational Benefits including tuition reimbursement & monthly payments to help pay down any graduated school debt
Company
Orlando Health
Orlando Health is one of Florida's most comprehensive private, not-for-profit healthcare networks.
10001+ employees
H1B Sponsorship
Orlando Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (6)
2023 (2)
2022 (4)
2021 (3)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Mildred Beam
SVP, Chief Legal Strategist
Mark Jones
Executive Vice President
Recent News
Medical Xpress - latest medical and health news stories
2025-11-04
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