Call Center Quality Assurance Analyst - Patient Business Services (90002121)

Baylor College of Medicine

Houston, TX

ID: 7081442 (Ref.No. 7877-en_US)
Posted: July 21, 2021
Application Deadline: Open Until Filled

Job Description


This position is to maintain the quality assurance and training programs for the Patient Access Areas: Call Center, Referral Center and Front Desk. Works on ongoing process improvement initiatives, creates data dashboards to report status of various initiatives to leadership. Documents processes to develop training and informational tools.

Job Duties

This position will be fully dedicated to quality assurance for the over 1 million scheduling calls that Baylor Medicine receives yearly. The work will directly impact the entire patient access team of 180 employees. This position will also provide project management for on-boarding clinics to the Contact Center for Live Answer, this fiscal year’s college initiative.  

  • Creates process maps for Contact Center and clinic workflow.
  • Develops reports for quality and metrics.
  • Develops training and competencies based on trends in quality and metrics.
  • Provides curricula for new hire training, competency evaluation, and new clinic training.
  • Develops and evaluates educational programs to meet identified needs and issues.
  • Conducts audits, analyzes data, and recommends interventions and monitors calls and provides feedback to staff.
  • Maintains departmental knowledge bases, performs informational uploads and provides routine maintenance.

Minimum Qualifications

  • Bachelor’s degree in a related field. Four years of relevant experience may substitute for degree requirement.
  • One year of relevant experience.

Preferred Qualifications

  • Bachelor's degree in related field and post-graduate work in business operations, medical administration or training.
  • 2 years of scheduling or project management experience. Preferred QA experience
  • This position must have strong communication, analytical, excel and reporting skills.
  • Requires critical thinking skills.
  • Must be able to work on a fast-paced environment and take appropriate action.





Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.



Baylor College of Medicine fosters diversity among its students, trainees, faculty and staff as a prerequisite to accomplishing our institutional mission, and setting standards for excellence in training healthcare providers and biomedical scientists, promoting scientific innovation, and providing patient-centered care. - Diversity, respect, and inclusiveness create an environment that is conducive to academic excellence, and strengthens our institution by increasing talent, encouraging creativity, and ensuring a broader perspective. - Diversity helps position Baylor to reduce disparities in health and healthcare access and to better address the needs of the community we serve. - Baylor is committed to recruiting and retaining outstanding students, trainees, faculty and staff from diverse backgrounds by providing a welcoming, supportive learning environment for all members of the Baylor community.


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