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City of Hope Quality Assurance Coordinator in Irwindale, California

About City of Hope

City of Hope, an innovative biomedical research, treatment and educational institution with over 6000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.

Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation’s leading cancer centers that develops and institutes standards of care for cancer treatment.

Position Summary

Responsible for assessing the quality of the performance of patient access team members who deal with patients in person, over the telephone and on-line. Assists with cross-functional coordination of all quality monitoring and customer experience improvement initiatives within Patient Access. Ensures patient facing and call center staff provide extraordinary service on a day-to-day basis to help the organization meet their most important goal of providing an outstanding patient experience. Participates in the customer service training, quality monitoring, and coaching of staff interactions with patients. Performs quality monitoring to measure skills in use of scripts, service ability, greeting, listening, etiquette, efficiency and courteous close of calls. Also conducts quality audits on the use of standard work. Provides ongoing coaching, reports progress and identifies need for additional training if needed. Support operational leadership by communicating performance opportunities, performance reporting, and addressing quality issues with action plans created jointly with management teams.

Key Responsibilities include:

Quality Monitoring/Audits:

  • Independently conducts daily quality monitoring of patient interactions at the medical center and across various call centers; motivates, encourages and provides timely feedback to agents in a manner that is professional; coordinates and facilitates ongoing calibration sessions; provide status updates to managers and escalate patterns as needed.

  • Monitor calls to assess the use of scripts, greeting, listening, etiquette, efficiency and courteous and conformity to company policies and procedures.

  • Participates in calibration and joint monitoring sessions, complying with agreed scoring standards. Provides ongoing coaching, reports progress and identifies need for additional training if needed.

  • Independently conducts timely quality audits specific to how employees follow business rules and standard work to register patients, conduct intake, admits patients, procure records, and scheduled patient appointments. Coaches and trains employees in specific areas of needed development inclusive of side by side training sessions.

Training and Development:

  • Assists with the development, implementation, and facilitation of a training program focused on delivering consistent customer service for new and existing patient access staff across the organization.

  • Prepares training course materials and other coaching interventions to address any gaps in knowledge, competency and skills.

  • Utilizes various methods of training which include power point slides, role playing, focus groups, gathering and playing recordings, flip chart presentations, etc.

  • Trains management how to actively coach and empower their staff.

  • Works closely with subject matter experts (trainers) to create comprehensive skills based training materials, agendas and computer based modules tailored to meet the needs of our patients.

  • Responsible for continuously enhances technical training materials, ensuring quality and consistency of course content throughout the training process.

  • Provides support with training site setup, scheduling of programs, and notification of attendees, maintenance and delivery of program materials, acting as facility liaison and handling inquiries.

  • Troubleshoots issues participants encounter with accessing and participating in on-line training and with using self-paced learning modules. Reserves conference space, coordinates physical setup of room, and coordinates catering services.

  • Monitors and maintains inventory of training materials and supplies to meet training program needs.

  • Prepares and/or re-orders additional materials and supplies, as needed. Administer training program evaluations.

  • Compiles and distributes results to appropriate training staff.

  • Answers participant questions regarding training programs.

Performance Reporting:

  • Support operational leadership by communicating performance opportunities, performance reporting, and addressing quality issues with action plans created jointly with management teams. Provide management with suggestions and data to support process improvement recommendations.

  • Process Improvement Initiatives:

  • Support process improvement initiatives assigned by quality assurance manager. Meet with stake holders and SMEs to establish the current state and recommend a future state with help of the relevant SMEs and stake holders. Draft the process using a standard template and have it approved and published.

Special Projects:

  • Responsible for performing miscellaneous duties related to quality monitoring and the patient experience as needed.

Basic education, experience and skills required for consideration:

  • High school diploma

  • At least 3-5 years of healthcare registration, new referral and scheduling experience in a call center, outpatient or hospital setting.

Preferred education experience and skills:

  • Associate degree preferred

  • Lean process improvement

  • One-year quality monitoring experience preferred

  • Excellent oral, written and interpersonal communication skills.

  • Exceptional listening and analytical skills.

  • Intermediate to advanced level of knowledge of computer skills.

  • Strong customer service skills.

  • Demonstrated ability to work well in a team environment.

  • Ability to maintain confidentiality.

  • Dedication to providing exceptional customer service.

  • Responds positively and remains flexible to a changing work environment

  • Foster and promote a positive and professional image

  • Must be able to foster and maintain sound working relationships.

  • Seek continuous improvement in knowledge and skills

  • Strong knowledge of PC, phone systems and technology.

  • Readily accepts work assignments and changes in a positive manner.

  • Serves as a role model to others.

  • Implement methods for assessing and improving clinical users’ utilization of the EHR and workflow to optimize performance and efficiency.

  • Lead and coordinate end-user adoption to the current functionality of the Electronic Health Record (EHR) systems and associated work flows.

  • Lead and deliver continuous learning and education through front line support, classroom or individual session.

  • Develop and maintain in-depth knowledge of EPIC and connected systems (Dragon, Sectra).

  • Serve as a liaison to the clinical departments, application analysts and training team to create efficient workflows and look for opportunities for system changes/enhancements.

  • Work closely with the Physician Liaisons, Super Users and training team to promote continuous learning.

  • Serve as a change agent and communicate with users using multiple, innovative and non-traditional methods, demonstrating patience, establishing trust to promote positive outcome.

  • Respond to issues, problem-solve with internal clinical, operations and other stakeholders to achieve positive outcomes and improve workflows.

  • Monitor tickets with resolutions of either build enhancements or training and education needs.

  • Proactively seek end-user offering advice for work flow improvements as an ongoing effort to improve efficiency and knowledge of the system.

  • Develop measurable key performance metrics to ensure adoption is achieved and lead efforts to monitor and provide analytics on progress towards reaching goals and outcomes.

  • Learn industry trends and recommend improvements of application, training and adoption.

City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

Job: Business Services

Title: Quality Assurance Coordinator

Location: California-Irwindale

Requisition ID: 10001196