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JPS Health Network • Fort Worth, Texas, United States
Role & seniority
Stack / tools
Quality monitoring software
Design of monitoring forms and quality standards
Call center quality evaluation and coaching processes
Top 3 responsibilities
Monitor and evaluate inbound/outbound call quality and written communications
Design and maintain quality monitoring forms and standards; ensure accurate evaluations
Provide feedback, coaching, and formal education; track trends and drive process improvements
Audit overall call quality, first-call resolution, and customer service metrics
Participate in occasional handling of inbound member calls and stay current on industry trends
Must-have skills
High School Diploma or GED (or Bachelor’s degree in healthcare, business admin, or related)
1+ years in a Call Center leadership, hospital leadership, or Quality Assurance role (or equivalent)
Ability to audit, document, and coach on verbal/written communications
Experience with monitoring software and quality assessment processes
Nice-to-haves
Associate’s degree or equivalent in related field
5+ years in a quality control environment
NAHAM or HFMA membership
Location & work type
1400 Circle Drive, Fort Worth, TX 76119
Full-time, salaried; hours TBD
Notes
Employment division: Community Health
Who We Are
JPS Health Network is a $950 million, tax-supported healthcare system in North Texas. Licensed for 582 beds, the network features over 25 locations across Tarrant County, with John Peter Smith Hospital a Level I Trauma Center, Tarrant County's only psychiatric emergency center, and the largest hospital-based family medical residency program in the nation. The health network employs more than 7,200 people.
Acclaim Multispecialty Group is the medical practice group featuring over 300 providers serving JPS Health Network. Specialties range from primary care to general surgery and trauma. The Acclaim Multispecialty Group formed around a common set of incentives and expectations supporting the operational, financial, and clinical performance
outcomes of the network. Our goal is to provide high quality, compassionate clinical care for every patient, every time.
Why JPS?
We're More Than a Hospital. We're 7,200 Of The Most Dedicated People You Could Ever Meet. Our Goal Is To Make Sure The People Of Our Community Get The Care They Need And Deserve. As Community Stewards, We Abide By Three Rules Of The Road
Own it. Everyone who wears the JPS badge contributes to our journey to excellence. Seek joy. Every day, every shift, we celebrate our patients, smile, and emphasize positivity. Don't be a jerk. Everyone is treated with courtesy and respect. Smiling, laughter, compassion - key components of our everyday experience at JPS.
When working here, you're surrounded by passion, diversity, and dedication. We look forward to meeting you!
For more information, visit www.jpshealthnet.org .
To view all job vacancies, visit www.jpshealthnet.org , www.jpshealthnet.org/careers , or www.teamacclaim.org .
Job Title
Quality Assurance Auditor
Requisition Number
43425
Employment Type
Full Time
Division
COMMUNITY HEALTH
Compensation Type
Salaried
Job Category
Business / Professional
Hours Worked
TBD
Access Resource Center
Shift Worked
TBD-To be determined
Job Description
Description: The Quality Assurance Auditor is responsible for monitoring and documenting agent call quality in support of the departmental quality goals and initiatives as well as participates in the design of monitoring formats and quality standards. This job provides feedback and trend data to management and training support staff. The Quality Assurance Auditor will evaluate both verbal and written communications regarding customer contact by agents in addition to providing coaching for accuracy.
Typical Duties
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.
Qualifications
High School Diploma or GED equivalent. 1 plus years of experience in a Call Center leadership, hospital leadership or Quality Assurance role.
OR
Bachelor’s degree in healthcare, business admin, or related area.
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.
1400 Circle Drive
Fort Worth, Texas, 76119
United States