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Quality Assurance Monitor Manager

Faculty Practice Organization

Quality Assurance Monitor Manager

  • 528597
  • Medical Center
  • New York
  • Faculty Practice Organization
  • Full Time
  • Opening on: Aug 12 2022
  • Grade 105
  • Job Type: Officer of Administration
  • Bargaining Unit:
  • Regular/Temporary: Regular
  • End Date if Temporary:
  • Hours Per Week: 35
  • Salary Range:

Position Summary

The Quality Assurance Monitor Manager role is responsible for supporting a coaching-rich environment focused on ensuring Patient Access Specialists perform at a consistently high level.  S/he is responsible for assessing the quality of the performance of the ColumbiaDoctors Access Center. S/he collates data from call recording software, quality assurance evaluations, surveys, and other sources. S/he collects data into actionable intelligence for Access Center leadership and other areas within the organization. S/he monitors inbound and outbound call details to assess Access Center agents’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will develop and implement access center quality processes and procedures; as well as make recommendations for enhancements to training materials as needed to improve the overall Patient Experience. The QA Associate will partner with Patient Access Specialists to provide key feedback, identify targeted coaching and training opportunities, and play a vital support role in the patient experience. This role will also aggregate individual insights to identify quality and performance trends and ultimately execute QA programs driven by leadership and the organization



  • Collaborates with contact center management to develop and continually improve the quality assurance program
  • Coordinates contact center quality at the enterprise level by listening to live calls/call recordings, and desktop navigation recordings
  • Audits contact center calls and other functions, comparing results from audits against the established quality criteria in order to ensure that quality/adherence policies and procedures are being met.
  • Continually works to assess needs and recommend training solutions that can be integrated into existing training modules or in the development of new modules
  • Identifies opportunities for training and coaching Patient Access Specialists through implementing corrections and improvements
  • Provides feedback and coaching from a position of support and success to the Patient Access Specialists; conducts regularly scheduled help sessions
  • Identifies quality and performance trends and communicates to Supervisor, and identifies optimization opportunities
  • Demonstrates a comprehensive understanding of the contact center's overall suite of services, operating platform(s), and strategic initiative
  • Provides individual performance feedback to the management team related to Patient Access Specialists if an improvement issue is identified
  • Facilitates and leads call calibration sessions for Access Center Management and staff.
  • Leads to improve upon all metrics for the call center as a whole and individually through QA processes.
  • Assesses patient access specialist performance at the team and individual levels and prepares reports to be shared with contact center operations leadership
  • Participates in calibration sessions to ensure all analysts are administering standard best practices and scoring is consistent.
  • Collaborates on the content of the quality assurance scorecard
  • Other duties and responsibilities as assigned within the professional scope of practice/training/education.


  • In collaboration with the Senior Director, and in consultation with central HR and Service Corp as appropriate, develops and implements talent management strategies to support a high-performance team for assigned Quality Assurance Monitor staff.  Ensures that talent management strategies are aligned with organizational performance goals and that support systems are in place for staff.  Leads and guides supervisor team to execute approved strategies, monitor effectiveness, and mitigate barriers as needed. 
  • Manage, train, develop, coach, monitor, and empower team members to provide customers with a superior service experience, and to inspire the feeling of high energy, excitement, and satisfaction, with a sense of pride and belonging in their workplace. This also includes the ability to support the transfer of skills and knowledge obtained in training into practice and production thereby meeting and exceeding key performance objectives.
  • Promotes staff professionalism and performance with coaching, training, and feedback.  Mentors others in individual and team accountability, modeling behavior, and demonstrating best practices/techniques.
  • Effective collaborative relationships with peers and other subject matter experts (SME) to seek resolution of issues identified through monthly call monitoring /audits.

Project Management

  • Works collaboratively both across the organization and with external stakeholders to achieve established performance targets. 
  • Full cycle of project management related to quality assurance technology implementations.  (identify opportunities, defining scope, identifying stakeholders, task owners, etc., building project plan, managing project, reporting progress, mitigating issues).
  • Participates in projects associated with elevating the quality of service to both our internal and external customers.
  • Tracking project plan progress, proactively identifying areas of resistance and outliers to escalate for mitigation, and executing mitigation plans as needed.

Strategy & Reporting

  • Monitors key performance indicators and helps the Director develop and implement performance improvement initiatives. Continuously seeks and implements operational improvements within assigned scope.
  • Works with Senior Director to develop and implement change management strategies that support overall organizational goals and process improvement initiatives. Maximize employee adoption and measure effectiveness. Ensure communication of changes is cascaded throughout the unit and feedback channels are in place.   Ensures staff support system is in place.  Works with Senior Director to address any escalated concerns and identified risks. 
  • Implements approved communication strategies.  Ensures relevant communications are cascaded to the various interest and stakeholder groups as needed.
  • Leads and/or participates in projects and performance improvement activities.
  • Ensures strategic alignment of unit goals to overall Access Center organization, mission, and vision.
  • Supports all customer satisfaction initiatives, displaying a positive attitude in interactions with staff, patients, and family members.
  • Provide data analytics to drive the scope and success criteria of initiatives in alignment with strategy.
  • Prepare monthly summaries for Contact Center leadership to assist with their ability to communicate with individual Patient Access Specialists.
  • Provide a monthly executive-level summary of results from audits including action plans to elevate performance.
  • Analyze and prepare internal quality reports for management that identify and communicate trends and areas of opportunity for individuals, specific teams, and the entire Contact Center team.


  • 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.
  • An equivalent combination of education and experience may be considered.
  • 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.
  • 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 are required.
  • Strong knowledge of customer service processes and techniques.
  • Ability to communicate effectively in both oral and written form and prepare presentations for various audiences. 
  • Ability to work collaboratively with diverse staff and patient/family populations to promote a patient-centered culture.
  • Strong proficiency in 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.
  • Must complete all system training requirements.

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

Patient Facing Competencies

Minimum Proficiency Level

Accountability & Self-Management

Level 3 - Intermediate

Adaptability to Change & Learning Agility

Level 3 - Intermediate


Level 3 - Intermediate

Customer Service & Patient-Centered

Level 3 - Intermediate

Emotional Intelligence

Level 3 - Intermediate

Problem Solving & Decision Making

Level 3 - Intermediate

Productivity & Time Management

Level 3 - Intermediate

Teamwork & Collaboration

Level 3 - Intermediate

Quality, Patient & Workplace Safety

Level 3 - Intermediate

Leadership Competencies

Minimum Proficiency Level

Business Acumen & Vision Driver

Level 1 - Introductory

Performance Management

Level 2 - Basic

Innovation & Organizational Development

Level 1 - Introductory

Equal Opportunity Employer / Disability / Veteran

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

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