Centralized Scheduling Quality Coordinator (33058) in Richmond, Virginia at GI Alliance
Job Description
Job DetailsJob Location: GSI VA Admin (North) - Richmond, VA 23230
Position Type: Part Time
Job Shift: Day
Description
Description
Gastrointestinal Specialists (GSI)
Position Overview
The Patient Access Quality Assurance Coordinator is responsible for monitoring, auditing, and evaluating patient telephone interactions across Gastrointestinal Specialists (GSI) to ensure consistent communication standards, accurate information, efficient call handling, and an exceptional patient experience.
This position conducts routine and targeted reviews of recorded telephone calls involving the call center, scheduling, front desk, and other patient-facing departments. Through objective evaluations, data analysis, and identification of improvement opportunities, the Quality Assurance Coordinator helps strengthen employee performance, improve patient satisfaction, and ensure adherence to established policies, procedures, and service expectations.
Working collaboratively with Patient Access leadership and department managers, the Coordinator identifies trends, provides actionable feedback, and supports the development of standardized communication practices and training initiatives.
The ideal candidate is detail-oriented, analytical, objective, and highly organized, with excellent communication skills, sound judgment, and a passion for improving the patient experience.
Essential Responsibilities
Conduct routine, structured audits of recorded patient telephone calls across designated departments and clinic locations.
Evaluate calls using standardized quality assurance criteria and established organizational expectations.
Assess employee professionalism, tone, empathy, active listening, and overall communication effectiveness.
Evaluate accuracy and completeness of information provided to patients.
Review adherence to established scheduling protocols, registration procedures, referral workflows, and other applicable operational processes.
Assess call handling efficiency, including appropriate call transfers, hold procedures, and resolution of patient concerns.
Identify missed opportunities to resolve patient needs during the initial interaction.
Evaluate whether employees appropriately identify and escalate urgent patient concerns according to established protocols.
Identify communication breakdowns, procedural inconsistencies, and opportunities for improvement.
Conduct targeted audits in response to patient complaints, identified performance concerns, or leadership requests.
Maintain consistent, objective, and unbiased evaluation standards across employees and departments.
Conduct routine, structured audits of recorded patient telephone calls across designated departments and clinic locations.
Evaluate calls using standardized quality assurance criteria and established organizational expectations.
Assess employee professionalism, tone, empathy, active listening, and overall communication effectiveness.
Evaluate accuracy and completeness of information provided to patients.
Review adherence to established scheduling protocols, registration procedures, referral workflows, and other applicable operational processes.
Assess call handling efficiency, including appropriate call transfers, hold procedures, and resolution of patient concerns.
Identify missed opportunities to resolve patient needs during the initial interaction.
Evaluate whether employees appropriately identify and escalate urgent patient concerns according to established protocols.
Identify communication breakdowns, procedural inconsistencies, and opportunities for improvement.
Conduct targeted audits in response to patient complaints, identified performance concerns, or leadership requests.
Maintain consistent, objective, and unbiased evaluation standards across employees and departments.
Utilize standardized call evaluation scorecards to assess employee performance.
Assign quality scores based on established criteria, including communication, accuracy, professionalism, efficiency, and compliance.
Document audit findings with specific examples and actionable recommendations.
Maintain accurate and organized records of completed call evaluations.
Identify recurring deficiencies and distinguish isolated errors from ongoing performance trends.
Ensure audit results are supported by objective evidence rather than subjective interpretation.
Maintain confidentiality when reviewing patient interactions and employee performance information.
Participate in periodic scoring calibration with leadership to promote consistency and fairness.
Utilize standardized call evaluation scorecards to assess employee performance.
Assign quality scores based on established criteria, including communication, accuracy, professionalism, efficiency, and compliance.
Document audit findings with specific examples and actionable recommendations.
Maintain accurate and organized records of completed call evaluations.
Identify recurring deficiencies and distinguish isolated errors from ongoing performance trends.
Ensure audit results are supported by objective evidence rather than subjective interpretation.
Maintain confidentiality when reviewing patient interactions and employee performance information.
Participate in periodic scoring calibration with leadership to promote consistency and fairness.
Track and analyze individual, departmental, and practice-wide call quality performance.
Prepare routine quality assurance reports summarizing audit findings, scores, trends, and opportunities for improvement.
Identify patterns involving patient complaints, communication deficiencies, scheduling errors, and workflow inconsistencies.
Monitor changes in quality scores over time to evaluate progress and identify persistent concerns.
Provide leadership with data-driven insights regarding employee training needs and operational challenges.
Highlight positive employee performance and examples of exceptional patient service.
Identify opportunities to improve first-call resolution, reduce unnecessary transfers, and minimize repeat patient calls.
Collaborate with leadership to establish measurable quality assurance goals and performance benchmarks.
Track and analyze individual, departmental, and practice-wide call quality performance.
Prepare routine quality assurance reports summarizing audit findings, scores, trends, and opportunities for improvement.
Identify patterns involving patient complaints, communication deficiencies, scheduling errors, and workflow inconsistencies.
Monitor changes in quality scores over time to evaluate progress and identify persistent concerns.
Provide leadership with data-driven insights regarding employee training needs and operational challenges.
Highlight positive employee performance and examples of exceptional patient service.
Identify opportunities to improve first-call resolution, reduce unnecessary transfers, and minimize repeat patient calls.
Collaborate with leadership to establish measurable quality assurance goals and performance benchmarks.
Communicate audit findings and improvement opportunities to appropriate department managers.
Provide objective, constructive feedback that supports employee development and consistent performance expectations.
Identify common training needs and recommend targeted educational initiatives.
Assist with developing call scripts, communication guidelines, reference materials, and standardized workflows.
Support new employee onboarding by evaluating call quality and identifying areas requiring additional training.
Participate in training initiatives focused on patient communication, scheduling accuracy, service recovery, and call handling.
Recognize opportunities to reinforce positive communication behaviors and best practices.
Partner with managers to evaluate the effectiveness of training and coaching interventions through follow-up audits.
Communicate audit findings and improvement opportunities to appropriate department managers.
Provide objective, constructive feedback that supports employee development and consistent performance expectations.
Identify common training needs and recommend targeted educational initiatives.
Assist with developing call scripts, communication guidelines, reference materials, and standardized workflows.
Support new employee onboarding by evaluating call quality and identifying areas requiring additional training.
Participate in training initiatives focused on patient communication, scheduling accuracy, service recovery, and call handling.
Recognize opportunities to reinforce positive communication behaviors and best practices.
Partner with managers to evaluate the effectiveness of training and coaching interventions through follow-up audits.
Formal employee coaching, performance evaluations, disciplinary actions, and corrective action remain the responsibility of department managers and leadership.
Evaluate telephone interactions for professionalism, courtesy, empathy, and patient-centered communication.
Identify behaviors or processes that may negatively affect patient satisfaction.
Assess how effectively employees address patient questions, concerns, and scheduling needs.
Identify opportunities to improve patient access and reduce barriers to care.
Review complaint-related calls to identify contributing factors and recommend appropriate improvements.
Promote consistent service standards across all GSI locations and patient-facing departments.
Recommend improvements that enhance the patient experience while supporting operational efficiency.
Evaluate telephone interactions for professionalism, courtesy, empathy, and patient-centered communication.
Identify behaviors or processes that may negatively affect patient satisfaction.
Assess how effectively employees address patient questions, concerns, and scheduling needs.
Identify opportunities to improve patient access and reduce barriers to care.
Review complaint-related calls to identify contributing factors and recommend appropriate improvements.
Promote consistent service standards across all GSI locations and patient-facing departments.
Recommend improvements that enhance the patient experience while supporting operational efficiency.
Monitor adherence to HIPAA, patient confidentiality requirements, and applicable organizational policies.
Evaluate compliance with established patient identification and information verification procedures.
Identify inappropriate disclosures, inaccurate information, or deviations from approved workflows.
Recognize potential patient safety concerns, including failure to appropriately escalate urgent clinical issues.
Promptly communicate significant compliance, safety, or risk-management concerns to appropriate leadership.
Maintain secure handling of call recordings, evaluation documents, and patient information.
Ensure quality assurance activities are conducted in accordance with organizational policies and applicable laws governing call recording, access, and retention.
Monitor adherence to HIPAA, patient confidentiality requirements, and applicable organizational policies.
Evaluate compliance with established patient identification and information verification procedures.
Identify inappropriate disclosures, inaccurate information, or deviations from approved workflows.
Recognize potential patient safety concerns, including failure to appropriately escalate urgent clinical issues.
Promptly communicate significant compliance, safety, or risk-management concerns to appropriate leadership.
Maintain secure handling of call recordings, evaluation documents, and patient information.
Ensure quality assurance activities are conducted in accordance with organizational policies and applicable laws governing call recording, access, and retention.
Identify recurring call handling challenges and recommend practical, sustainable solutions.
Collaborate with Patient Access leadership, Office Managers, and other departments to improve communication consistency.
Support implementation of standardized call handling procedures and quality assurance expectations.
Identify opportunities to reduce avoidable call volume, repeat calls, and unnecessary transfers.
Assist with evaluating the impact of workflow changes, new technology, and training initiatives on call quality.
Participate in quality improvement projects and operational meetings as requested.
Promote a culture of accountability, continuous improvement, and exceptional patient service.
Identify recurring call handling challenges and recommend practical, sustainable solutions.
Collaborate with Patient Access leadership, Office Managers, and other departments to improve communication consistency.
Support implementation of standardized call handling procedures and quality assurance expectations.
Identify opportunities to reduce avoidable call volume, repeat calls, and unnecessary transfers.
Assist with evaluating the impact of workflow changes, new technology, and training initiatives on call quality.
Participate in quality improvement projects and operational meetings as requested.
Promote a culture of accountability, continuous improvement, and exceptional patient service.
Qualifications
High school diploma or equivalent.
Minimum of 3 years of experience in a healthcare setting, preferably involving patient access, scheduling, call center operations, or medical office administration.
Strong understanding of patient telephone communication and customer service expectations.
Excellent verbal and written communication skills.
Exceptional attention to detail and organizational abilities.
Strong analytical, critical-thinking, and problem-solving skills.
Ability to evaluate employee performance objectively and consistently.
Proficiency with electronic medical records, telephone systems, and Microsoft Office applications, particularly Excel.
Ability to interpret data, identify trends, and prepare clear performance reports.
Strong understanding of HIPAA and patient confidentiality requirements.
Ability to work independently, manage competing priorities, and meet established deadlines.
Demonstrated professionalism, discretion, and sound judgment when handling sensitive information.
High school diploma or equivalent.
Minimum of 3 years of experience in a healthcare setting, preferably involving patient access, scheduling, call center operations, or medical office administration.
Strong understanding of patient telephone communication and customer service expectations.
Excellent verbal and written communication skills.
Exceptional attention to detail and organizational abilities.
Strong analytical, critical-thinking, and problem-solving skills.
Ability to evaluate employee performance objectively and consistently.
Proficiency with electronic medical records, telephone systems, and Microsoft Office applications, particularly Excel.
Ability to interpret data, identify trends, and prepare clear performance reports.
Strong understanding of HIPAA and patient confidentiality requirements.
Ability to work independently, manage competing priorities, and meet established deadlines.
Demonstrated professionalism, discretion, and sound judgment when handling sensitive information.
Previous experience in quality assurance, call monitoring, employee training, or performance auditing.
Experience in a high-volume healthcare call center or multisite physician practice.
Gastroenterology or specialty practice experience.
Experience with ModMed/gGastro or similar electronic medical record systems.
Familiarity with call recording, quality monitoring, or call center reporting software.
Experience developing quality assurance scorecards, reporting dashboards, or performance improvement initiatives.
Previous experience in quality assurance, call monitoring, employee training, or performance auditing.
Experience in a high-volume healthcare call center or multisite physician practice.
Gastroenterology or specialty practice experience.
Experience with ModMed/gGastro or similar electronic medical record systems.
Familiarity with call recording, quality monitoring, or call center reporting software.
Experience developing quality assurance scorecards, reporting dashboards, or performance improvement initiatives.
Key Performance Expectations
Success in this position will be evaluated based on:
Audit Completion: Consistent completion of established call audit volumes and schedules.
Evaluation Accuracy: Objective, consistent, and well-documented call quality assessments.
Quality Improvement: Demonstrated improvement in call quality scores and reduction in recurring deficiencies.
Reporting: Timely and accurate delivery of audit results, performance trends, and actionable recommendations.
Patient Experience: Identification of opportunities to improve patient communication, satisfaction, and service recovery.
Workflow Compliance: Effective identification of deviations from established policies and procedures.
Training Support: Identification of employee development needs and measurable improvement following training interventions.
Collaboration: Effective communication and partnership with Patient Access leadership, Office Managers, and other departments.
Accountability: Reliable completion of assigned responsibilities and timely escalation of significant concerns.
Audit Completion: Consistent completion of established call audit volumes and schedules.
Evaluation Accuracy: Objective, consistent, and well-documented call quality assessments.
Quality Improvement: Demonstrated improvement in call quality scores and reduction in recurring deficiencies.
Reporting: Timely and accurate delivery of audit results, performance trends, and actionable recommendations.
Patient Experience: Identification of opportunities to improve patient communication, satisfaction, and service recovery.
Workflow Compliance: Effective identification of deviations from established policies and procedures.
Training Support: Identification of employee development needs and measurable improvement following training interventions.
Collaboration: Effective communication and partnership with Patient Access leadership, Office Managers, and other departments.
Accountability: Reliable completion of assigned responsibilities and timely escalation of significant concerns.
Core Competencies
Quality Assurance & Auditing
Attention to Detail
Objectivity & Fairness
Analytical Thinking
Data Collection & Reporting
Patient-Centered Communication
Process Improvement
Critical Thinking & Problem-Solving
Organization & Time Management
Professionalism & Confidentiality
Collaboration & Accountability
Continuous Improvement
Quality Assurance & Auditing
Attention to Detail
Objectivity & Fairness
Analytical Thinking
Data Collection & Reporting
Patient-Centered Communication
Process Improvement
Critical Thinking & Problem-Solving
Organization & Time Management
Professionalism & Confidentiality
Collaboration & Accountability
Continuous Improvement
Position Summary
The Patient Access Quality Assurance Coordinator plays an important role in maintaining consistent communication standards and improving the patient experience across GSI.
Through systematic call auditing, objective performance evaluations, data analysis, and collaboration with leadership, this position helps identify opportunities to improve employee effectiveness, operational efficiency, and patient satisfaction.
The Coordinator is expected to serve as a dependable, detail-oriented resource who promotes accountability, consistency, and continuous improvement in all patient telephone interactions.
Qualifications
Qualifications
Qualifications:
Education: High school diploma or equivalent
Experience: Two (2) to (5) five years of prior experience in designated/assigned department/workflow required.
Travel: None
Additional Qualifications: N/A Performance Requirements:
• Good communication skills, both written and verbal
• Excellent customer service skills are required
• Proficiency in all Microsoft Office applications, particularly Word and Excel
• Requires solid analytical, organizational and problem-solving skills
• Ability to elicit, gather, and analyze data
• Ability to multi-task and prioritize in a fast-paced environment
• Strong attention to detail and decision-making skills
• Ability to perform in a deadline driven environment
• Ability to work efficiently both independently and in a team-oriented environment
• Strong sense of ethics
Equipment Operated: This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Work Environment: This job operates in professional office environments.
Physical Requirements: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
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