Site: Mass General Brigham Incorporated Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. Job Summary The Opportunity The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization. The ACC supports Neurology, Orthopedics, and Cardiovascular patients and providers Responsible for ensuring the adherence to regulatory standards, improving processes, and enhancing the quality of administrative services within the hospital. This position involves conducting audits, developing quality assurance programs, and implementing initiatives to optimize administrative functions. The MGH/MGPO Ambulatory Contact Center supports the strategic operations of Massachusetts General Hospital and the Massachusetts General Physician Organization to improve service for patients and referring providers seeking care at our organization. The Quality Assurance Specialist, under the guidance of the Quality and Training Supervisor, is responsible for monitoring the quality of all Ambulatory Contact Center scheduling interactions with customers, as well as messaging and related scheduling workflows. QA Specialists focus on detailed analysis and evaluation of customer service interactions, providing specific feedback and working closely with teams to implement improvements and contact center training programs. The primary goal of the QA Specialist is to improve the quality of customer service and to ensure the delivery of a consistent customer experience from the entire team. This requires tracking agent performance at frequent intervals, providing personalized feedback and coaching, and monitoring progress over time. Principal Duties and Responsibilities * Conduct Quality Assurance Evaluations: Evaluate customer interactions across all contact touchpoints (e.g., calls, in-basket messages, and Teams) based on predetermined quality metrics and guidelines. * Monitor Service Levels: Continuously monitor service levels to identify trends and patterns that affect the overall customer experience. Engage in customer listening to identify pain points and expectations. Report support teams' performance to supervisors and maintain monthly performance logs. * Provide Actionable Feedback: Deliver comprehensive feedback to contact center scheduling staff and their supervisors, highlighting strengths, areas for improvement, and recommendations for enhancing customer interactions. Contribute to call calibration sessions to evaluate scheduler performance. Identify performance lapses and provide constructive feedback for improvement. * Develop Quality Improvement Plans: Collaborate with supervisors, team leaders, and training specialists to develop individual and team-based action plans to improve scheduler performance and customer satisfaction. * Analyze Performance Data: Use performance data and evaluation results to identify recurring issues, training needs, and process gaps. Recommend process enhancements and training initiatives. Identify process improvement opportunities to update standard operating procedures (SOPs). * Conduct Coaching and Training Sessions: Conduct coaching sessions and group training sessions to address skill gaps, reinforce best practices, and promote continuous improvement among contact center agents as required. Skills and Abilities for Success * Attention to Detail: Strong attention to detail and the ability to identify nuances, patterns, and areas for improvement within customer interactions. * Analytical Thinking: Excellent analytical and problem-solving skills to interpret data, identify trends, and provide meaningful insights to drive quality improvements. * Communication Skills: Exceptional written and verbal communication skills to provide clear, concise, and constructive feedback. Ability to professionally interact with people at all levels inside and outside of the Company. * Coaching and Mentoring: Ability to provide effective coaching and mentoring to contact center staff, supporting their growth and development. * Customer Focus: Deep commitment to delivering outstanding customer experiences and an understanding of customer expectations and needs. * Adaptability: Ability to adapt quickly to changing priorities and environments in a fast-paced contact center setting. Ability to multi-task and successfully operate in a fast-paced team environment. * Team Collaboration: Strong teamwork and collaboration skills to work effectively with supervisors, team leaders, and other stakeholders in implementing quality initiatives. * Time Management: Excellent time management skills to prioritize tasks, meet deadlines, and handle multiple projects simultaneously. * Technology: Be comfortable engaging with a wide range of technology, including Microsoft Office 365, Quality Assurance Tools, Call Recording Tools, Speech Analytics, and others. Qualifications * Bachelor's Degree preferred, focusing on healthcare, management, or similar. * Understanding of contact center operations, roles, equipment, standards, and requirements with at least 3 years of experience working in a contact center. * General knowledge of clinical operations, policies, procedures, and workflows. * Excellent organizational skills to effectively manage day-to-day project and operational tasks, establish priorities, and be flexible to accommodate changes in priorities to reflect the needs of the work environment. * Must have experience with Microsoft Office products (i.e., PowerPoint, Visio, Teams, Outlook) and contact center and/or patient scheduling systems required with EMRs (Epic) and telecommunications (Cisco) software preferred. * Required EMR experience (i.e., Epic, Meditech, Citrix) * Bilingual (written and verbal) communication skills at a business level are a plus Additional Job Details (if applicable) Working Conditions and Requirements * M-F Eastern Business Hours 8:30a - 5p required * All employees must be able to connect via ethernet cable to home router/modem to access web based secure programs to complete duties compliantly * Must have HIPAA-compliant workspace (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others, quiet and secure) Remote Type Remote Work Location 399 Revolution Drive Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) EEO Statement: Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642. Mass General Brigham Competency Framework At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.