The position collaborates with the line of business management team to implement successful action plans that improve overall quality metrics to meet regulatory and business requirements while effectively resolving deficiency and providing excellent customer service.
Monitors Outbound and Inbound calls for the Pre-Access Service Center. Scores associate performance against predefined metrics.
Collaborates with leaders to customize phone system and reporting.
Identifies issues and concerns during real time review of interactions with customers. Follows up with customers as needed. Escalates issues as needed.
Creates and provides quality monitoring reports to the Patient Access Management teams. Partners with the Patient Access Supervisors to lead weekly call calibration discussions.
SCL Health is a faith-based, nonprofit healthcare organization that operates eight hospitals, four safety net clinics, one children’s mental health center and more than 190 ambulatory service centers in three states – Colorado, Kansas and Montana. The health system includes 15,000 full-time associates and more than 500 employed providers.