QA Analyst - Ambulatory Ops

Additional Information

At Henry Ford Health, you'll find opportunities for career growth, collaboration with dedicated professionals, and the chance to contribute to mission-driven work. We foster a culture of continuous learning and innovation, empowering you to make a meaningful impact in healthcare.

Join Our Team

Ready to make a difference? Apply now and be part of a team that's transforming healthcare at Henry Ford Health.

Company Description

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus.

Job Description

Join our dynamic team at One Ford Place, the corporate headquarters of Henry Ford Health, located in the vibrant Detroit New Center. Our department is dedicated to ensuring the highest standards of quality and efficiency in customer service operations. We work closely with various support departments to maintain seamless interactions and uphold the exceptional care that Henry Ford Health is known for. Our team thrives in a walkable, artsy environment, with easy access to public transportation and local amenities, making it a great place to grow your career.

Role Overview

As a QA Analyst-Ambulatory Ops, you will play a crucial role in maintaining and enhancing the quality of customer service operations. You will monitor and assess workflows, provide feedback to management, and facilitate training to ensure staff meet quality and production standards. Your work directly supports the Customer Service team and contributes to the overall success of Henry Ford Health¿s mission to deliver exceptional care.

Why Henry Ford Health

At Henry Ford Health, we are relentless advocates for exceptional care for our patients, communities, and each other. We come to do meaningful work and grow our careers, and we stay for the connection, support, and shared pride in making the impossible, possible.

What You Will Do

• Monitor and assess processes and workflows to ensure staff maintain quality and production measures.
• Provide ongoing reporting and feedback to Customer Service management regarding staff performance.
• Conduct random audits and quality checks to ensure member inquiries are handled professionally.
• Facilitate calibration sessions and training for new hires and current staff on audit processes and quality expectations.
• Compile monitored data and participate in coaching, training, and development of department agents.
• Implement efforts to maintain or increase the quality of work performed within Customer Service.

Qualifications

Required:

• Associate degree in Business Administration or related field (relevant experience may substitute academic requirements).
• Eight (8) years of experience in a call center, with a minimum of two (2) years as a lead worker in insurance, healthcare, or government regulated industry.
• Two (2) years of experience in call center customer service.
• One (1) year of experience conducting quality/performance/evaluation audits.
• Experience providing coaching, feedback, and facilitating training.
• Experience implementing process change, data analysis, and trend reporting.
• Successfully complete all assigned Epic and Customer Service Representative New Hire training within two (2) months of hire.
• Excellent documentation, verbal, and written communication skills.

Preferred:

• Strong understanding of the Henry Ford Health healthcare delivery system.
• Experience in research and quality improvement.