Call Center Quality Assurance Analyst, Consumer Access, FT, Shift Varies
QA / Test Analyst
Baptist Health is the region's largest not-for-profit healthcare organization, with 12 hospitals, over 29,000 employees, 4,500 physicians and 200 outpatient centers, urgent care facilities and physician practices across Miami-Dade, Monroe, Broward and Palm Beach counties. With internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences, Baptist Health is supported by philanthropy and driven by its faith-based mission of medical excellence. For 26 years, we've been named one of Fortune's 100 Best Companies to Work For, and in the 2025-2026 U.S. News & World Report Best Hospital Rankings, Baptist Health was the most awarded healthcare system in South Florida, earning 63 high-performing honors.
What truly sets us apart is our people. At Baptist Health, we create personal connections with our colleagues that go beyond the workplace, and we form meaningful relationships with patients and their families that extend beyond delivering care. Many of us have walked in our patients' shoes ourselves and that shared experience fuels out commitment to compassion and quality. Our culture is rooted in purpose, and every team member plays a part in making a positive impact - because when it comes to caring for people, we're all in.
At Baptist Health, we're committed to supporting our employees at every stage of their journey, both personally and professionally. Our approach is rooted in a "grow our own" philosophy, designed to help our team members build meaningful, long-term careers with us, supported by benefits that make a real difference, including:
Description
To support BHSF Service standards and establish goals for the development of Consumer Access staff as they pertain to call quality and control, while maintaining a positive working atmosphere. The Quality Assurance Analyst supports staff through consistent monitoring of calls and one-on-one coaching sessions. Help assist in reaching a goal of 1100 or more calls scanned and documented on a monthly basis. This goal is achieved by scanning and coaching agents from different areas within Consumer Access such as Customer Care, BHMG PC, Imaging Scheduling, MOSMI etc. Assist with the development, execute CQS training, and orient new staff members with departmental goals and required expectations (departmental scripting and scorecard). Assist department Team Leads when needed and/or required. Ability to resolve/assist with irate callers and/or departmental concerns that may impact customer service.
Estimated pay range for this position is $20.42 - $25.93 / hour depending on experience.
Qualifications:
To support BHSF Service standards and establish goals for the development of Consumer Access staff as they pertain to call quality and control, while maintaining a positive working atmosphere. The Quality Assurance Analyst supports staff through consistent monitoring of calls and one-on-one coaching sessions. Help assist in reaching a goal of 1100 or more calls scanned and documented on a monthly basis. This goal is achieved by scanning and coaching agents from different areas within Consumer Access such as Customer Care, BHMG PC, Imaging Scheduling, MOSMI etc. Assist with the development, execute CQS training, and orient new staff members with departmental goals and required expectations (departmental scripting and scorecard). Assist department Team Leads when needed and/or required. Ability to resolve/assist with irate callers and/or departmental concerns that may impact customer service.
Estimated pay range for this position is $20.42 - $25.93 / hour depending on experience.Degrees:
What truly sets us apart is our people. At Baptist Health, we create personal connections with our colleagues that go beyond the workplace, and we form meaningful relationships with patients and their families that extend beyond delivering care. Many of us have walked in our patients' shoes ourselves and that shared experience fuels out commitment to compassion and quality. Our culture is rooted in purpose, and every team member plays a part in making a positive impact - because when it comes to caring for people, we're all in.
At Baptist Health, we're committed to supporting our employees at every stage of their journey, both personally and professionally. Our approach is rooted in a "grow our own" philosophy, designed to help our team members build meaningful, long-term careers with us, supported by benefits that make a real difference, including:
- Career growth and development opportunities, with clear pathways and ongoing support
- Comprehensive health and wellness resources that go beyond traditional benefits
- A wellness program that can help employees eliminate their medical plan deductible, reducing out-of-pocket healthcare costs
- Tuition reimbursement to support continued learning and advancement
- And so much more
Description
To support BHSF Service standards and establish goals for the development of Consumer Access staff as they pertain to call quality and control, while maintaining a positive working atmosphere. The Quality Assurance Analyst supports staff through consistent monitoring of calls and one-on-one coaching sessions. Help assist in reaching a goal of 1100 or more calls scanned and documented on a monthly basis. This goal is achieved by scanning and coaching agents from different areas within Consumer Access such as Customer Care, BHMG PC, Imaging Scheduling, MOSMI etc. Assist with the development, execute CQS training, and orient new staff members with departmental goals and required expectations (departmental scripting and scorecard). Assist department Team Leads when needed and/or required. Ability to resolve/assist with irate callers and/or departmental concerns that may impact customer service.
Estimated pay range for this position is $20.42 - $25.93 / hour depending on experience.
Qualifications:
To support BHSF Service standards and establish goals for the development of Consumer Access staff as they pertain to call quality and control, while maintaining a positive working atmosphere. The Quality Assurance Analyst supports staff through consistent monitoring of calls and one-on-one coaching sessions. Help assist in reaching a goal of 1100 or more calls scanned and documented on a monthly basis. This goal is achieved by scanning and coaching agents from different areas within Consumer Access such as Customer Care, BHMG PC, Imaging Scheduling, MOSMI etc. Assist with the development, execute CQS training, and orient new staff members with departmental goals and required expectations (departmental scripting and scorecard). Assist department Team Leads when needed and/or required. Ability to resolve/assist with irate callers and/or departmental concerns that may impact customer service.
Estimated pay range for this position is $20.42 - $25.93 / hour depending on experience.Degrees:
- High School,Cert,GED,Trn,Exper.
- Must have a minimum of five years customer service experience and well verse in computer knowledge.
- Good command of written and verbal communication.
- Ability to work under pressure.
- Experience preferred, Customer Relations Management (CRM) application, Salesforce, Medicall, Cerner, Sorian and Verint.
- Excellent communication and interpersonal skills.
- MS Office applications knowledge.
- Bilingual (English and Spanish) preferred.
- Preferred knowledge of Health care reimbursement, specifically healthcare insurance structure along with radiology guidelines and protocols for outpatient diagnostic testing.
- High School,Cert,GED,Trn,Exper.
- Must have a minimum of five years customer service experience and well verse in computer knowledge.
- Good command of written and verbal communication.
- Ability to work under pressure.
- Experience preferred, Customer Relations Management (CRM) application, Salesforce, Medicall, Cerner, Sorian and Verint.
- Excellent communication and interpersonal skills.
- MS Office applications knowledge.
- Bilingual (English and Spanish) preferred.
- Preferred knowledge of Health care reimbursement, specifically healthcare insurance structure along with radiology guidelines and protocols for outpatient diagnostic testing.