Title:  Call Center Quality Assurance Analyst

Division:  Patient Business Services
Schedule:  Monday-Friday, 8 am to 5 pm
Work Location:  Houston, TX
Salary Range:  $40,785-$48,000
FLSA Status:  Nonexempt
Requisition ID:  7082


The Patient Access Quality Assurance Analyst is to maintain the quality assurance and training programs for the Patient Access Areas: Call Center, Referral Center and Front Desk. Works on ongoing process improvement initiatives, creates data dashboards to report status of various initiatives to leadership. Documents processes to develop training and informational tools. This position will be fully dedicated to quality assurance for the over 1 million scheduling calls that Baylor Medicine receives yearly. The work will directly impact the entire patient access team of 180 employees. This position will also provide project management for on-boarding clinics to the Contact Center for Live Answer, this fiscal year’s college initiative.

Job Duties

  • Develops reports for quality and metrics. 
  • Develops training and competencies based on trends in quality and metrics.
  • Provides curricula for new hire training, competency evaluation, and new clinic training. 
  • Develops and evaluates educational programs to meet identified needs and issues.
  • Conducts audits, analyzes data, and recommends interventions and monitors calls and provides feedback to staff. 
  • Maintains departmental knowledge bases, performs informational uploads and provides routine maintenance. Ensures that staff adheres to customer service standards.
  • Serves as a backup to the Systems Analyst as necessary.
  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to site management team and clinical managers.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Performs EPIC appointment audits of Patient Access team and provide feedback to management.
  • Participates in department and clinical listening programs to identify patients’ needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for Patient Access team.
  • Provides feedback to Patient Access team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.

Minimum Qualifications

  • Bachelor’s degree in a related field. Four years of relevant experience may substitute for degree requirement.
  • One year of relevant experience.

Preferred Qualifications

  • Two years of scheduling or project management experience.
  • Quality Assurance experience.
  • Strong communication, analytical, excel and reporting skills.
  • Critical thinking skills.
  • Must be able to work on a fast-paced environment and take appropriate action.





Baylor College of Medicine is an Equal Opportunity/Affirmative Action/Equal Access Employer.