Patient Access Quality Analyst

Emory•Atlanta, GA

About The Position

Overview Be inspired . Be rewarded. Belong. At Emory Healthcare. At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be . We provide: Comprehensive health benefits that start day 1 Student Loan Repayment Assistance & Reimbursement Programs Family-focused benefits Wellness incentives Ongoing mentorship, development, and leadership programs And more Description This role leads quality assurance and compliance monitoring for patient access operations, focusing on maintaining consistent standards and improving processes. Responsibilities include analyzing performance data, investigating discrepancies, validating quality metrics, and collaborating on system optimizations. The position supports operational excellence by enhancing quality monitoring systems and providing actionable insights to leadership.

Requirements

Education: Bachelors Degree in Education, Communications, Healthcare Administration or related field is preferred. In lieu of Bachelors Degree, 2+ years of related experience in similar work environment.
Minimum Experience: 2+ years of call center and/or QA experience, preferably with 1+ years in healthcare preferred.
Strong customer service skills required.
Employee may work independently under the general direction of their leader, utilizing discretion, critical thinking, and problem-solving skills to evaluate data, investigate issues, and implement process improvements effectively.
PHYSICAL REQUIREMENTS: (Medium/Max 25lbs): up to 25 lbs, 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 25 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock , Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required.
Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks

Nice To Haves

Experience and knowledge of Contact Center operations preferred.

Responsibilities

Call Calibration - Conducts call calibration sessions to ensure consistent quality standards.
Data Analysis - Analyzes Epic registration and scheduling error reports.
Issue Investigation - Investigates operational discrepancies and compliance issues.
Quality Validation - Reviews and validates AI-generated quality scores.
System Optimization - Coordinates with the telephony data team to optimize quality monitoring systems.
Process Improvement - Partners with the operational improvement team on process enhancement initiatives.
Dashboard Development and Performance Reporting - Develops and maintains quality monitoring dashboards, while generating regular performance reports for leadership review.