The PACE (Patient Access Call Center of Excellence) Quality Assurance (QA) is responsible for developing and monitoring the performance of PACE PAR Representatives. This position is critical US Radiology; the PACE QA Specialist ensures the representatives provide efficient, empathetic and excellent service and adhere to defined policies and procedures which impacts the profitability of the organization. Operations· Monitors calls for Patient Access Representatives and documents for service and accuracy of information, including customer data, correct schedule and adherence to medical standards, · Provides feedback to the PACE PAR Representative and partners with the supervisor to ensure feedback is delivered within specified timeframes· Prepares and analyzes quality assurance and completes QA report for PACE leadership· Partners with PACE Leadership to identify areas of opportunity and potential solutions · Participates in calibration calls (QA/Supervisor/PAR) to ensure that evaluations and feedback are consistent· Collaborates on design of training to ensure a focus on service, system and product knowledge. · Collaborates with PACE supervisor/manager and conducts ongoing needs assessments to identify additional training opportunities. · Partners with management to identify proactive changes to update and maintain training content and job aids.· Provides support, answers questions and guides representatives to use available resources· Utilizes all policies and processes with 100% compliance· Enters data and assists in maintaining quality reporting tools· Assists in creating documentation, job aids, and memos for PACE · Respond to tier escalation and takes call as needed to ensuretimely response and PACE goals are met.· Utilizes escalated calls as a training opportunity with representatives· Maintains SharePoint QA Tools and follows up on QA Requests timely and appropriately Service · Maintains patient confidentiality 100% of the time· Maintains productivity; ensures minimal downtime Team Focus· Ensures adherence to PACE policies and procedures· Forms strong working relationships within team and treats each other with respect· Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality· Brings problems to the attention of the PACE Leadership; is willing to ask for help· Supports PACE leadership with projects on as needed basis· Interacts with other departments to ensure an efficient and service-oriented operation Minimum Qualifications: Education/Licensing/Certification:· High school diploma or equivalent medical scheduling or customer service experience· Associate degree preferred or equivalent combination of experience and education Experience (years and type):· Prior experience with QA monitoring is preferred· Minimum four years customer service required· Call Center experience preferred· QA and program management experience preferred· Minimum two years of quality experience in a healthcare environment preferredKnowledge and Skills: · Bilingual (English/Spanish) preferred· Excellent customer service skills both internally and externally· Strong verbal communication, listening and interpersonal skills· Energetic and flexible· Manages multiple projects; able to multitask· Able to read and understand complex information· Well organized and detail oriented· Exhibits sound judgment· Identifies additional tasks to be completed and willingly assists others· Strong Microsoft Office computer skills required· Familiarity with HIPAA law preferred