Title:  Call Center Quality Assurance Analyst

Division:  Patient Business Services
Schedule:  Monday - Friday, 8 am to 5 pm
Work Location:  Houston, TX
Salary Range:  $41,601 - $48,000
FLSA Status:  Nonexempt
Requisition ID:  7877


This position 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.

Job Duties

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.  

  • Creates process maps for Contact Center and clinic workflow.
  • 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.

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

  • Bachelor's degree in related field and post-graduate work in business operations, medical administration or training.
  • 2 years of scheduling or project management experience. Preferred QA experience
  • This position must have strong communication, analytical, excel and reporting skills.
  • Requires 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.