Quality and Reporting Manager

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: 75,000-95,000

Position Summary

The Quality and Reporting Manager serves as the department's lead resource for quality assurance, performance analytics, operational reporting, and continuous improvement initiatives within Patient Access and Contact Center operations. The position is responsible for designing, implementing, and maintaining quality monitoring programs, auditing operational performance, developing dashboards and reporting tools, and conducting data analysis to identify trends, risks, and opportunities for improvement.

Working collaboratively with operational leadership, the Quality and Reporting Manager provides objective performance assessments, actionable insights, and data-driven recommendations to improve patient experience, scheduling access, service quality, and operational effectiveness. This role functions as a strategic analytics and quality partner and is not responsible for the day-to-day supervision of Patient Access staff or contact center operations.

Responsibilities

Operations

• Develops and maintains enterprise quality assurance standards, audit tools, and performance scorecards.
• Serves as the departmental subject matter expert for quality assurance methodologies and performance measurement.
• Oversees data governance and reporting integrity for patient access performance metrics.
• Develops performance reporting frameworks used by leadership to guide coaching strategies.
• Identifies and recognize quality and performance trends and communicate to Supervisor, and identify optimization opportunities
• Demonstrates a comprehensive understanding of the contact center overall suite of services, operating platform(s), and strategic initiatives
• Provides individual performance feedback to management team related to Patient Access Specialists if an improvement issue is identified
• Develops aggregate performance models and benchmarks at the program and system level.
• Participate in calibration sessions to ensure all analysts are administering standard best practices and scoring is consistent.
• Collaborates on content of quality assurance scorecard
• Other duties and responsibilities as assigned within professional scope of practice/training/education.

People 

• Effective collaborative relationships with peers and other subject matter experts (SME) to seek resolution of issues identified through monthly call monitoring/audits.

Project Management

• Manages and leads reporting automation initiatives and process improvement projects utilizing data-driven methodologies.
• Conducts root-cause analyses to identify operational barriers affecting patient access, scheduling efficiency, and customer service outcomes.
• Partners with Epic reporting teams and operational leaders to enhance reporting capabilities and data accessibility.

Reporting

• Creates executive dashboards and KPI reporting for departmental and senior leadership review.
• Performs predictive and trend analysis to support strategic planning and resource allocation.
• Provides actionable insights and recommendations based on operational, quality, and patient access performance data.
• Develops and maintains recurring executive-level reports that support departmental and organizational decision-making.

Compliance

• Keep current on all organizational, regulatory compliance and patient privacy trainings policies (e.g. infection control, public safety, EH&S, HIPAA, OSHA, etc.) and successfully complete all required trainings.
• Maintain a safe and secure work environment by following all OSHA, EH&S and public safety policies and guidelines.
• Maintain patient privacy and confidentiality according to HIPAA requirements at all times.

Minimum Qualifications

• Bachelor’s degree or combination of education and experience.
• Plus 4 years of related experience.
• Demonstrate proficiency and/or understanding of data sets; extract, evaluate, clean, and summarize; conduct qualitative and quantitative data analysis and validation as applicable to areas of responsibility.
• Excellent project management skills including executing technical and operational project activities with cross-functional teams.

Preferred Qualifications

• Experience using Epic or other EHR software is preferred.
• Experience in a shared service and/or contact center environment is preferred.
• Prior training experience, business or customer service analytics is preferred.

Other Requirements

• Demonstrated proficiency in problem assessment, and resolution and collaborative problem solving in complex, and interdisciplinary settings.
• Strong organizational skills, time management, project management, and the ability to set priorities among multiple competing objectives, tasks and initiatives is required.
• Strong knowledge of customer service process and techniques.
• Ability to communicate effectively in both oral and written form and prepare presentations for various audiences. 
• Ability to work collaboratively diverse staff and patient/family population to promote a patient centered culture.
• Strong proficiency of Microsoft Office Suite (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• Must be a motivated individual with a positive and exceptional work ethic.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.