Patient Engagement Center QA Analyst

State of Location:
New York
Position Summary:

At Ivy Rehab, we're "All About the People"! As a Call Center / Patient Engagement Center QA Analyst, you will play a crucial role in our mission to help enable people to live their lives to the fullest.
Join Ivy Rehab’s dedicated team where you’re not just an employee, but a valued teammate! Together, we provide world-class care in physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a passion for exceptional care for every patient.

Job Description:

OUR VALUES: 
One Ivy – Love what you do – Do the right thing – I belong – GSD (Get stuff done) – Grow – Serve others

The Patient Engagement Center (PEC) QA Analyst will support the PEC Training and QA Manager in developing the Quality Assurance (QA) program for our Patient Engagement Center (PEC). Specifically, the PEC QA Analyst will evaluate patient interactions, collect and analyze data to improve processes and protocols within the contact center, identify coaching opportunities, and support PEC Managers in helping Patient Engagement Advocates improve their skills. In this role, the PEC QA Analyst will help to ensure that PEC Advocates are properly and effectively handling a variety of interactions, ranging from scheduling or changing new patient appointments, to general questions, to complaints.  Over time, the PEC will also handle other interaction channels, such as outbound, chat, email.

The PEC QA Analyst will ensure that PEC Advocates can resolve issues quickly and effectively, de-escalate challenging situations, and provide an exceptional patient experience.

Your responsibilities will include:  

Contribute to the design and development of our quality assurance program 

Ensure Advocates are following a consistent and quality approach to handling patient interactions  

Regularly monitor and conduct evaluations of interactions to assess the quality of service and identify strengths and areas for improvement in Advocate performance  

Support Managers in providing in-the-moment coaching to Advocates to improve their performance as measured against KPIs  

Support the “nesting” program when Advocates graduate training and begin handling interactions through more robust call monitoring and early intervention to ensure longterm success for the Advocates  

Participate in cross-functional collaborations with other Ivy departments to ensure process alignment among the PEC, front office, and clinic teams to meet quality standards for all departments involved in patient interactions   

Observe daily operations of the contact center and lead interaction quality calibrations to identify skill gaps and necessary training program improvements  

Identify opportunities to evolve the QA program (materials, modalities, processes) with growth of contact center  

Help to improve PEC KPIs by sharing performance trends, areas of concern, and opportunities for improvement with Advocates and PEC management  

To excel in this role, you should possess: 

Minimum 3-5 years quality assurance experience in a contact center environment   

Experience with QA automation and speech anaytics tools, including AI, a plus 

Empathy and coaching abilities to provide feedback that is not only constructive but also supportive  

Excellent problem-solving and analytical skills to not only identify issues but offer innovative solutions  

Healthcare/physical therapy experience a plus  

Knowledge of customer service best practices   

Detail-oriented, self-reliant, and process-driven mindset  

Strong communication (verbal and written), interpersonal, and conflict resolution skills  

Ability to excel in a fast-paced and stressful work environment  

Must be technically savvy, with demonstrated experience working with multiple systems and apps  

Why choose Ivy?    

Best Employer: A prestigious honor to be recognized by Modern Healthcare, signifying excellence in our industry and providing an outstanding workplace culture.   

Exceeding Expectations: Deliver best-in-class care and witness exceptional patient outcomes.    

Incentives Galore: Eligibility for full benefits package beginning within your first month of employment. Generous PTO (Paid Time Off) plans and paid holidays.  

Empowering Values: Live by values that prioritize teamwork, growth, and serving others 

Compensation ranges from $60,000.00 - $70,000.00 based on experience.  

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We are an equal opportunity employer, committed to diversity and inclusion in all aspects of the recruiting and employment process. Actual salaries depend on a variety of factors, including experience, specialty, education, and organizational need. Any listed salary range or contractual rate does not include bonuses/incentive, differential pay, or other forms of compensation or benefits.

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