Under the direction of the Director of Patient Access, this position supervises the daily operations of the IHS Care Center. Responsibilities include development, maintenance, coordination, delivery of training within the IHS Care Center. Defines and implements quality standards through various tracking systems to monitor performance against organizational goals. The Quality Assurance and Training Supervisor identifies process gaps and effectively communicates those gaps to assist in development of programs to enhance patient experience. Develops, oversees, and maintains all quality assurance reporting as well as considers other customer experience evaluating criteria to identify trends. Serves as a subject matter expert in customer service and quality assurance standards activities and systems. Effectively communicates with various stakeholders on a regular basis providing statistics and quality metrics.

Education
⚬ Minimum:            Five years experience in call center or health care setting with high school diploma or Associates Degree in Healthcare, IT, or Business.
⚬ Preferred:             Bachelor Degree in IT, Healthcare, Business or related field

Registration/Certification/Licensure:
N/A

Experience:
⚬ Minimum:              One year of supervisory/leadership experience. Knowledge of personal computers with proficiency in PowerPoint, Word and Excel.
⚬ Preferred:              One year experience in healthcare, business, or call center environment. Experience writing simple SQL queries and database reporting.

Other Requirements:
N/A

Status:
Exempt


Physical Requirements:
The following frequency definitions apply to all Physical Requirements unless otherwise noted:
Occasional: (0-1/3 of day , 0 - 2.5 hrs/day, 1 - 4 reps/hr)
Frequent: (1/3 -2/3 of day , 2.5 - 5.5 hrs/day, 5 -24 reps/hr)
Constant: (> 2/3rd of day , > 5.5 hrs/day, > 24 reps/hr)

NOTE: An asterisk (*) indicates that the item is an essential function.

Non-Material Handling
● Standing - Remaining on one's feet in an upright position remaining stationary - OCCASIONAL
● Walking - Remaining upright on one's feet, and moving about - OCCASIONAL
● Sitting * - Body remains in a seated position - CONSTANT
● Stooping - To bend the body downward and forward by bending the spine at the waist - OCCASIONAL
● Bending - To flex the upper body forward - OCCASIONAL
● Twisting - To rotate the upper body forward - OCCASIONAL
● Climbing - To move the body in any direction on equipment or structures that do not include stairs or ladders - N/A
● Ladders - To ascend and descend ladders - N/A
● Stairs - To ascend and descend stairs - N/A
● Kneeling - To move the body downwards and come to rest on both hands and both knees - N/A
● Squatting - To move the body downwards by bending both knees - N/A
● Crouching - To bend the body forward and downward by bending the spine and the legs - N/A
● Crawling - To move the body forward or backwards on hands and knees - N/A
● Reaching Horizontal - To extend the arms and hands outward, remaining under shoulder height - N/A
● Reaching Overhead - To extend the arms and hands up and out over shoulder height - N/A
● Grasping - Using functional gripping of the hand to handle an object - FREQUENT
● Finger Manipulation * - To manipulate objects with the use of fingers - FREQUENT
● Seeing - Using visual feedback to accomplish a task or activity - CONSTANT
● Hearing - Using sound feedback to accomplish a task or activity - CONSTANT
● Repetitive Upper Extremity Use - Using the arms and/or hands continuously or more than 2/3 of the total time - CONSTANT
● Repetitive Lower Extremity Use - Using the legs and/or feet continuously or more than 2/3 of the total time - N/A

Material Handling
Pushing * - To exert a force upon an object in order to move it in a certain direction Pushing refers to moving an object away
from the person
● OCCASIONAL
● 20 - 50#
●Pulling * - To exert a force upon an object in order to move it in a certain direction Pulling refers to moving an object
towards the person
● Occasional
● 20 - 50#
● Lift * - Floor to Waist
● OCCASIONAL
● Up to 20#
● Lift * - Waist to shoulder
● OCCASIONAL
● Up to 20#
● Lift * - Shoulder to overhead
● OCCASIONAL
● Up to 20#
● Carrying - To transport an object or article using the arms or hands (> 10 feet)
● OCCASIONAL
● Up to 20#

Environmental Factors
● Working alone * - OCCASIONAL
● Working in cramped quarters - N/A
● Constant interruptions * - CONSTANT
● Working with hands in water - N/A
● Use of power tools - N/A
● Working on ladders/scaffolding - N/A
● Exposure to vibration - N/A
● Exposure to dust - N/A
● Exposure to noise (constant) - N/A
● Exposure to electrical energy (outlets, etc) - N/A
● Exposure to temperature changes (heat, cold, humidity), that require special clothing - N/A
● Exposure to slippery walking surfaces - N/A
● Exposure to solvents, grease, oils - N/A
● Exposure to radiant energy, ie computer terminal (more than 4 hours per shift) * - CONSTANT
● Working with bloodborne pathogens - N/A

Cardiovascular Energy Requirements - Physical Demand
Physical Demand                  Met Level                                              Examples of similar activity intensity

Sedentary                                  0 - 3.5                                         Light house cleaning, washing dishes, serving food, food shopping, sitting, standing, computer work.
to Light

Medium                                    3.6 -6.3                                   House work (mopping, scrubbing), health club exercising, treadmill work, stretching, yoga, walk/run-play with                                                                                                                  children, aerobic class, dancing, carrying bucket/wood, auto body repair, shoveling snow, golf (carrying clubs).
Heavy to
Very
Heavy                                         > 6.4                                   Calisthenics (push up, pull up, sit up, vigorous effort), carrying groceries upstairs, shoveling coal, bailing hay, fire                                                                                                             fighting, sawing by hand, splitting wood.
As relates to this position:
●Sedentary to  Light * - CONSTANT
● Medium - N/A
● Heavy to Very Heavy - N/A

I. Specific Job Responsibilities (Essential Functions):
1. Responsible for supervision and daily operations of the Care Center Staff. Develops, maintains, coordinates, and delivers training
for BHS Care Center Agents to include customer service, EMR, computer, and phone systems.
       

2. Analyzes data for customer service, staff behavior, quality metrics, and patient access to assess training needs of BHS Care Center Agents through the use of various reporting and tracking mechanisms.
       

3. Identifies and effectively implements and communicates process gaps to assist in the development of corrective programs.
     

4. Develops, oversees, and maintains all Quality Assurance reporting of the BHS Care Center.
       

5.Regularly creates, monitors, and revises departmental processes and workflows to maximize patient access opportunities. Performs other duties as assigned.