The primary purpose of this role is to monitor, analyze, and enhance service quality standards within a Patient Contact Center supporting healthcare providers. The Executive / Senior Executive Service Quality is responsible for auditing provider and patient-facing interactions, evaluating adherence to quality frameworks, analyzing trends, and driving continuous improvement initiatives. The role serves as a subject-matter resource for provider contact center processes and associated quality measures, ensuring alignment with organizational goals, client expectations, and healthcare compliance requirements.
Skills
- Skilled in using QA scores, error trends, handle time, and patient experience feedback to set training priorities
- Collaborative mindset, partnering with Operations and Training to align performance gaps and new initiatives to meet quality standards
- Ability to apply QA scorecards consistently across soft skills (empathy, tone) and hard skills (accuracy, compliance, call flow).
- Experienced in Comfortable reviewing quality trends, CSAT, FCR, and error patterns to pinpoint root causes and recommend fixes
- Ability to hear both what the patient says and how they feel, and recognizing where the call went off track.
- Evaluate calls through the lens of trust, clarity, and reduced effort for the patient or family
- Scoring based on evidence, not opinion or relationships, and maintaining credibility with agents and leaders
Key Accountabilities / Responsibilities
- Conduct regular quality audits of provider and patient-facing interactions across voice, email, and digital channels.
- Analyze quality metrics at individual, team, and process levels to identify performance gaps and improvement opportunities.
- Provide timely quality feedback through audits, side-by-side coaching, calibrations, and development sessions.
- Develop and maintain a repository of monitoring results, audit scores, and feedback to support trend analysis and quality improvement.
- Partner with Operations, Training, and Team Leaders to design and implement corrective action plans.
- Support creation, review, and updates of quality guidelines, SOPs, scorecards, and calibration frameworks.
- Ensure consistency and accuracy in quality evaluations by participating in calibrations and quality reviews.
- Identify opportunities to expand the scope of the quality program including new metrics, tools, and reporting mechanisms.
- Stay current with healthcare provider contact center best practices, quality methodologies, and regulatory requirements.
- Act as a point of contact for quality-related clarifications, audits, and internal stakeholder discussions.
- Perform other quality and process improvement activities as assigned.
Essential Knowledge & Skills
- Strong experience in healthcare or patient contact center operations with a focus on service quality.
- A clear understanding of what constitutes high-quality provider and patient interactions.
- Ability to identify process gaps and opportunities for improvement.
- Excellent verbal, written, and presentation skills with the ability to deliver constructive feedback.
- Strong analytical and reporting skills with attention to detail.
- Ability to effectively mentor and coach associates, including in remote environments.
- Working knowledge of HIPAA and healthcare compliance standards (preferred).
Education, Experience and/or Training
- Graduate or undergraduate degree preferred, or equivalent relevant experience.
- Service quality or quality assurance experience in a contact center environment is required.
- Prior experience in provider or patient contact center operations is preferred.
- Strong proficiency in MS Office applications including Excel, PowerPoint, and reporting tools.
Personal Attributes / Behavioral Competencies
- Customer-centric and quality-driven mindset.
- Objective, fair, and data-driven decision-making approach.
- Collaborative working style with cross-functional stakeholders.
- Adaptability to changing healthcare processes and requirements.
- High standards of integrity, confidentiality, and professionalism.
