Live Answer Quality Analyst

Live Answer Quality Analyst

General Job Summary: The Live Answer Quality Analyst will be responsible for monitoring patient interactions (calls, chats, emails) to ensure service quality, compliance, and efficiency, providing actionable feedback and coaching to agents, analyzing data for trends, and recommending process improvements to enhance patient satisfaction and meet business goals.

(This is a full time position supporting our TPC at SouthPark, Monday to Friday 8 am to 5 pm)

Primary Job Responsibilities/Tasks may include, but not limited to:

• Performs call monitoring to listen and review live and recorded calls and chats and provides trend data to Live Answer management team. Ensures consistent application of quality standards across calls, chats, and emails.
• Uses quality monitoring data to compile and track performance at team and individual level.
• Identifies trends related to patient experience, access, documentation accuracy, and escalation handling.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for Live Answer staff.
• Provides feedback to Live Answer team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Responsible for verifying adherence to company policies, procedures and regulatory guidelines
• Maintains confidentiality and professionalism when reviewing patient interactions and quality data.
• This role partners closely with leadership, training, and operations to ensure quality standards are consistently applied and continuously improved across all patient touchpoints.
• Other duties as assigned.

Requirements:

Education:

• High school diploma; some college preferred

Experience:

• Minimum of three years of call center medical office or healthcare facility experience preferred.
• Strong ability to analyze date, identify patterns, and solve problems.
• Excellent verbal, written and interpersonal communication skills.
• Must be self-motivated and self-starter.
• Exceptional listening and analysis skills.
• Keen ability to identify quality issues and gaps.
• Must adapt well to change and successfully set and adjust priorities as needed.
• E.H.R. and Scheduling experience preferred

Physical Requirements:

• Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling.

• Must be able to lift and support weight of 35 pounds.
• Ability to concentrate on details.
• Use of computer for long periods of time.
• Must be able to speak and articulate clearly.