Quality Assurance Manager -FGP Contact Center -Boynton Beach-Florida
NYU LANGONE HEALTH is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children’s hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. For more information, go to nyulangone.org, and interact with us on Facebook, Twitter, YouTube and Instagram.
NYU Langone Florida is opening a new state-of-the art Access Center in Boynton Beach, FL. The Center will be a 200+ seat Access Center that provides a single and centralized point of patient access to physician services across several disciplines. The new center will be staffed with a team ready to provide patients with an exceptional high quality, friendly and efficient experience using the latest access center equipment and technology.
POSITION SUMMARY
As part of a highly skilled management team, the Quality Assurance Manager FGP Access Contact Center will build and maintain a solid and sustainable quality infrastructure for the NYULH FGP Access Center. This position will centralize and standardize all related quality initiatives. The Quality Assurance Manager will collaborate with Access Center business leaders to set the direction for quality and associated analytics to assure standardization, communication, and consistency.
The Quality Assurance Manager will provide direction for the Quality Program, including implementing an effective methodology, defining evaluation criteria, administrating the quality recording system, overseeing calibration exercises, maintaining a Quality Definitions Document, and working closely with supervisors and coaches. They will play a lead, visible, and hands-on role in the design, development, and implementation of the QA program.
This position will also support process analysis related to the interactions and transactions handled in the Access Center. This position will work closely with the Learning and Performance team to assure a high quality experience for patients and providers by identifying both training and process improvement opportunities. In addition to overseeing communication/ information distribution within the Access Center, the QA Manager will calibrate with other team members and inform Access Center leadership of trends that arise. _ _
RESPONSIBILITIES
QUALIFICATIONS
In return, we offer an extremely competitive salary and benefits package, along with career growth opportunities within a dynamic and diverse workplace focused on process improvement, staff development, and the ongoing expansion and enhancement of our services.
NYU Langone Florida is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Florida’s EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information. To view the Pay Transparency Notice, please click here.
Required Skills Required Experience