POSITION SUMMARY:

The New Patient Representative Quality Assurance (QA) Analyst I is responsible gathering input data for quality and process assessments and coordinating with the Training / QA Manager to identify areas of improvement or risk as well as providing Quality Assurance Coaching to Welcome Center New Patient Representatives.

MINIMUM JOB QUALIFICATIONS:

Bachelor’s degree preferred in Healthcare Administration, Education, Human Resources/Organizational Development, or related field.

• Training/QA Analyst I – 1 year of related experience required

PRIMARY DUTIES AND RESPONSIBILITIES

• Perform quality monitoring of telephone calls.
• Provides real-time coaching and feedback to staff.
• Compile and analyze data to support quality assessments.
• Continually reviews assessment guidelines to ensure they are up-to-date.
• Utilizes quality assurance activities to identify opportunities for additional training and/or enhancements to curriculum.
• Participates in monthly Quality Assurance Call Calibration sessions with Welcome Center leadership.
• Resolves issues when possible. Recognizes emergencies and appropriately escalates issues per standard operating procedure when necessary.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Understanding of academic medical institutions, clinical operations, and training required for employees at various levels.
• Ability to gather, organize, and analyze data.
• Excellent organizational and communication skills, both verbal and written.
• Strong attention to detail with the ability to multi-task and problem-solve on the spot.
• Strong interpersonal and communication skills in order to relate appropriately and effectively to a diverse audience. Ability to provide effective feedback that has an impact on the performance of staff.
• Knowledge of medical terminology is a plus.
• PC proficiency required; knowledge of electronic medical records system, Epic, and customer relationship management systems preferred.
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At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong.  As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff.  Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other groups as protected by law.