Mount Sinai Health System
Quality Monitoring Coordinator - FPA Access Center
Mount Sinai Health System, New York, New York, us, 10261
Job Description
The Quality Monitoring Coordinator will ensure and uphold the integrity of the Patient Access Center's Mission and Vision statements in order to meet or exceed our service level agreements. The Quality Assurance Division will continuously monitor and work to improve the patient experience through constant auditing, evaluation, training and development of the Patient Access Center staff. The Quality Monitoring Coordinator will focus on improving and creating a positive patient experience through maintaining and improving quality metrics.
Qualifications
Bachelor’s degree in Healthcare administration or business related preferred or three or more years’ experience in a fast paced call center with excellence in customer service
Minimum one years’ experience in a Patient Access Center/Call Center environment preferred
Demonstrate proficiency in Microsoft software (Word, Access, Excel, Power Point and Outlook)
QA software experience preferred
Ability to pay attention to details
Strong analytical, solid problem‑solving skills
Innovative, creative, self‑starter
Ability to conduct objective audits and deliver constructive feedback
Excellent written and verbal skills with the ability to speak in front of large groups
Strong organizational skills
Ability to handle multiple tasks
Non‑Bargaining Unit, 008 - FPA Access Center - ISM, Icahn School of Medicine
Responsibilities
Analyze quality assurance data and assist in preparing reports.
Provides feedback to Scheduling Coordinators and supervisors to ensure our patients receive the highest possible level of service.
Monitors weekly, a set number of quantitative and qualitative call reviews.
Evaluates call statics and call review data for each department possibly isolating specific areas of improvement.
Identifies trends or uncovers “learning opportunities” for individuals/departments or through continuous monitoring.
Keeps supervisors and managers informed of audit results, identifies and recommends training needs.
Helps with Service Recovery when there has been a failure or lapse in service excellence.
Helps Supervisors with Performance evaluations by providing consistent, impartial feedback.
Work closely with training department to assist in designing and delivering trainings, when appropriate.
Provides Scheduling Coordinators with quality improvement processes as needed after call reviews.
About Us Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care and we encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.
Equal Opportunity Employer bMount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization.
Compensation Statement Mount Sinai Health System provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $64,526.72 - $67,500 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
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Qualifications
Bachelor’s degree in Healthcare administration or business related preferred or three or more years’ experience in a fast paced call center with excellence in customer service
Minimum one years’ experience in a Patient Access Center/Call Center environment preferred
Demonstrate proficiency in Microsoft software (Word, Access, Excel, Power Point and Outlook)
QA software experience preferred
Ability to pay attention to details
Strong analytical, solid problem‑solving skills
Innovative, creative, self‑starter
Ability to conduct objective audits and deliver constructive feedback
Excellent written and verbal skills with the ability to speak in front of large groups
Strong organizational skills
Ability to handle multiple tasks
Non‑Bargaining Unit, 008 - FPA Access Center - ISM, Icahn School of Medicine
Responsibilities
Analyze quality assurance data and assist in preparing reports.
Provides feedback to Scheduling Coordinators and supervisors to ensure our patients receive the highest possible level of service.
Monitors weekly, a set number of quantitative and qualitative call reviews.
Evaluates call statics and call review data for each department possibly isolating specific areas of improvement.
Identifies trends or uncovers “learning opportunities” for individuals/departments or through continuous monitoring.
Keeps supervisors and managers informed of audit results, identifies and recommends training needs.
Helps with Service Recovery when there has been a failure or lapse in service excellence.
Helps Supervisors with Performance evaluations by providing consistent, impartial feedback.
Work closely with training department to assist in designing and delivering trainings, when appropriate.
Provides Scheduling Coordinators with quality improvement processes as needed after call reviews.
About Us Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care and we encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.
Equal Opportunity Employer bMount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization.
Compensation Statement Mount Sinai Health System provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $64,526.72 - $67,500 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
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