United States onlyState of Location:
New YorkPosition Summary:
At Ivy Rehab, we're "All About the People"! As a Call Center / Patient Engagement Center QA Analyst, you will play a crucial role in our mission to help enable people to live their lives to the fullest.Join Ivy Rehab’s dedicated team where you’re not just an employee, but a valued teammate! Together, we provide world-class care in physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a passion for exceptional care for every patient.
Job Description:
OUR VALUES:
One Ivy – Love what you do – Do the right thing – I belong – GSD (Get stuff done) – Grow – Serve others
The Patient Engagement Center(PEC)QA Analystwillsupport the PECTraining and QA Manager indevelopingthe Quality Assurance (QA) program for our Patient Engagement Center (PEC). Specifically, the PEC QA Analyst willevaluatepatient interactions, collect and analyzedata to improve processes and protocols within the contact center,identifycoaching opportunities, andsupport PEC Managers in helpingPatient Engagement Advocates improve their skills. In this role, the PEC QAAnalystwillhelp to ensurethat PECAdvocatesare properly and effectivelyhandlinga variety of interactions, ranging fromschedulingorchanging new patient appointments,togeneral questions, to complaints. Over time, the PEC will also handle other interaction channels, such as outbound, chat, email. The PEC QAAnalystwill ensure thatPEC Advocates can resolve issues quickly and effectively, de-escalate challenging situations, and provide an exceptional patient experience.
Your responsibilities will include:
Contribute to the design and development ofour quality assurance program
EnsureAdvocates are followinga consistent and quality approach to handling patient interactions
Regularlymonitorand conduct evaluations of interactions to assess the quality of service andidentifystrengths and areas for improvement in Advocate performance
Support Managers in providing in-the-moment coaching to Advocates to improve their performance as measured against KPIs
Supportthe “nesting” program whenAdvocatesgraduate training and begin handling interactions through more robust call monitoring and early intervention to ensurelong-termsuccess for the Advocates
Participate in cross-functional collaborationswith other Ivy departments to ensure process alignment among the PEC, front office, and clinic teams to meet quality standards for all departments involved in patient interactions
Observe daily operations of the contact center and lead interaction quality calibrations toidentifyskill gaps and necessary training program improvements
Identifyopportunities to evolvetheQA program (materials, modalities, processes) with growth of contact center
Helpto improve PEC KPIsby sharingperformance trends, areas of concern, and opportunities for improvement with Advocates and PEC management
To excel in this role, you shouldpossess:
Minimum 2-3 years quality assurance experience in a contact center environment
Experience with QA automation and speechanalyticstools, including AI, a plus
Empathy and coaching abilities to provide feedback that is not only constructive but also supportive
Excellent problem-solving and analytical skills to not onlyidentifyissues but offer innovative solutions
Healthcare/physical therapy experience a plus
Knowledge of customer service best practices
Detail-oriented, self-reliant, and process-driven mindset
Strong communication(verbal and written), interpersonal, and conflict resolution skills
Ability toexcelin a fast-paced and stressful work environment
Must be technically savvy, withdemonstratedexperience working with multiple systems and apps
Why choose Ivy?
Best Employer:A prestigious honor to be recognized byModern Healthcare, signifying excellence in our industry and providing an outstanding workplace culture.
Exceeding Expectations: Deliver best-in-class care andwitnessexceptional patient outcomes.
Incentives Galore: Eligibility for full benefits package beginning within your first month of employment. Generous PTO (Paid Time Off) plans and paid holidays.
Empowering Values: Live by values that prioritize teamwork, growth, and serving others
Compensation ranges from $50,000.00 - $60,000.00 based on experience.
We are an equal opportunity employer, committed to diversity and inclusion in all aspects of the recruiting and employment process. Actual salaries depend on a variety of factors, including experience, specialty, education, and organizational need. Any listed salary range or contractual rate does not include bonuses/incentive, differential pay, or other forms of compensation or benefits.
GB and US only