Who we are:

third way health (www.thirdway.health) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable practices and healthcare organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.

About the position:

The quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our Provider Support Services Agents who support our customers and providers. The QA will monitor inbound and outbound calls and chat responses to assess agent’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall provider experience.  

Responsibilities:

• Participates in design of call monitoring formats and quality standards

• Performs call monitoring and provides trend data to provider support services management team (Director of Ops and Team Leads)

• Uses quality monitoring data management system to compile and track performance at team and individual level

• Monitors chat responses in the provider portal / app

• Participates in provider listening programs to identify needs and expectations

• Provides actionable data to various internal support groups as needed

• Coordinates and facilitates call calibration sessions for provider support services team

• Provides feedback to provider support services team leads and management

• Prepares and analyzes internal and external quality reports for management staff review

• Support the development of training courses and material 

• Facilitate training sessions for existing and new provider support services team members and leaders

• Organize, update, and own all process documentation (incl. standard operating procedures, process flows, etc.)

• Perform other duties as assigned

Required skills and qualifications: 

• University degree

• Strong communication, both written and verbal (candidates must be fluent in English and Spanish, C1 or above required)

• Experience with quality assurance processes, frameworks, tools, and templates

• Great active listening skills

• A patient and empathetic attitude

• Strong time management and organizational skills

• Adaptability and flexibility

• Comfortable working in fast-paced environments

• Excellent troubleshooting skills

• Computer literacy (including MS Excel, PowerPoint, and Word; experience with Salesforce Health Cloud is a plus)

• Phone skills, including familiarity with complex or multi-line phone systems

• Expertise in the customer service area and/or health care is a plus