ATLANTICARE__________________________________ROLE DESCRIPTION Position Summary The quality assurance lead works closely with the Access Center Manager with onboarding of staff and quality analysis of the staff interactions with our customers and potential customers. The quality team leader must exhibit exemplary communication and coaching skills to maintain high levels of customer service. The quality team lead ensures that the Access Center staff processes all calls in a friendly, timely, courteous and professional manner while serving each client compassionately, and showing genuine concern for each situation. The quality team leader will perform quality check and audits of inbound and outbound calls to ensure adherence to policies and procedures and high level of customer service. In addition, provide feedback on quality review to Access Center Staff and management. The quality team lead interacts with AtlantiCare staff, affiliate physicians, and outside consumers in a professional, pleasant & efficient manner. Gathers, analyzes and reports on data that measures quality levels and translating such data into actionable initiatives or quality programs. The quality team lead supports organizational goals by ensuring quality customer service, participating in performance improvement efforts, and demonstrating a commitment to teamwork and cooperation. Required Skills, Knowledge, and Abilities: Strong communication and coaching skills to maintain and address variances with individual performance and address adequate service levels to improve key performance indicators. Strong computer skills and is charged with the development, maintenance, and identification and monitoring of the integrity of the quality application. Exhibits a high level of communication, time management skills and flexibility. Identify and monitor trends, quality risks and serve as a resource regarding quality concerns or issues. Interacts professionally with staff and handles sensitive information in a confidential, respectful and empathetic manner. Rotates through all shifts to provide support, coverage and act as the onsite point person Contributes input on staff performance and the evaluation process. Takes on the role of super user with quality software. Works with the manager on other designated projects as assigned. Performance Expectations Demonstrates the competencies as established on the Assessment and Evaluation Tool for this position. Work Environment Potential for exposure to the hazards and risk of the hospital environment, including exposure to infectious disease, hazardous substances, and potential injury. This position requires sitting, standing walking, stooping and crouching a majority of the workday. Ability to lift and transport a minimum of 15 pounds. Must be able to use general office equipment. Works with such equipment as computer terminal, fax machine, printer and copier. Reporting relationship This position reports to access center manager and may coach incumbents as assigned. The above statement reflects the general details considered necessary to describe the principle functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position. • High School diploma or equivalent required. Associate's degree preferred or currently enrolled in a related degree program. • Minimum of three (3) years of healthcare call center or Access Center experience required. • Managed care experience preferred. • Minimum of two (2) years of customer service or community/public interaction required. • Demonstrated leadership, communication, and mentoring skills preferred. • Advanced computer skills with the ability to learn and support multiple software applications. • Strong written and verbal communication skills. • Medical terminology required.