Patient Access Spec III - Quality

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The Patient Access Specialist III works within Quality Assurance Auditing and is responsible for monitoring, evaluating, and reporting the performance of departmental and centralized patient access call center personnel involved in registering and scheduling medical appointments.

• Conducting quality audits for patient registration and for customer service quality assessment related to call monitoring
• Using the TRACE, Virtual Observer and Learning Management systems, the Patient Access Specialist III - Quality staff will review and score calls, make recommendations for improvement in the level of service provided to patients, caregivers and care teams, assign various trainings and award recognition points as deemed appropriate
• Assist with analyzing data in the AWARE system, reporting trends to leadership and agents in an effort to reduce registration errors
• partner with the training and performance improvement teams in the evaluation and analysis of quality assessment outcomes to improve individual and group performance and the development, improvement and facilitation of training programs

Requirements:

• A minimum of a high school diploma and some college courses or equivalent experience in the area of quality assurance and performance improvement
• Minimum of three years experience in a health care or health insurance company call center or similar customer service environment
• Minimum of one year of experience in a health care call center or front office scheduling support role which should include registration and scheduling, quality monitoring, reporting and customer service.

Hours:

• Full Time, 40 hrs per week
• Monday - Friday

Salary Range: Minimum 20.52/hour - Maximum 33.88/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.