Patient Exp QC Analyst

Patient Experience QC Analyst

Position Summary:
The Patient Experience QC Analyst provides cross-functional program leadership to launch new processes and improve existing ones. They use project management tools to drive collaboration across departments, conduct root cause analyses, track progress, and provide detailed reports to management. This role ensures the team meets project objectives on time while maintaining accuracy, professionalism, and adherence to established processes within the Patient Experience team.

Primary Responsibilities:

• Drive collaboration and coordination with cross-functional teams, including programmers, engineers, and management.
• Track team progress and deliver detailed status reports, including KPIs and performance data.
• Participate in CAPA reviews to identify training and process improvement opportunities.
• Support patient-focused teams with quality improvement, tracking, and performance projects.
• Create and maintain documentation such as SOPs and protocols.
• Partner with management and data analysts to identify new process improvement opportunities.
• Audit call and email communications to assess quality and accuracy; compile QA feedback summaries for management and training teams.
• Follow established protocols when delivering feedback to Patient Experience agents and leadership.

Qualifications:

• Bachelor’s degree or equivalent required
• 2+ years of call center QC experience
• 5+ years of additional professional experience

Knowledge, Skills, and Abilities:

• Strong analytical skills with proficiency in MS Excel and data dashboards (e.g., QlikSense, QlikView)
• Excellent communication, organization, and cross-functional collaboration
• Creative data-gathering and research skills
• Strong interpersonal and listening skills
• Hypothesis-driven mindset and passion for improving patient experience