Call center, operations, quality, and medical appointment scheduling - Advanced English indispensable

Academic background and professional experience

• University degree in any discipline; preferably in health, business, quality, or related areas.
• More than 3 years of experience.
• At least two years of experience as an Assistant Manager or in a comparable leadership position.
• Preferably experience in contact center operations for healthcare providers or patient access in the United States.
• Preferably experience with Epic or other major electronic health record and appointment scheduling platforms.
• Advanced English is INDISPENSABLE.

Responsibilities: Quality operations and patient access experience

• Be responsible for the quality performance of healthcare contact center workflows and appointment scheduling.
• Establish and maintain quality monitoring standards, scorecards, audit methodologies, sampling plans, and evaluation criteria.
• Monitor scheduling, documentation, call quality, patient experience, policy compliance, and HIPAA adherence.
• Analyze quality defects and error trends.
• Develop corrective and preventive action plans aimed at resolving recurring quality issues, as well as following up on actions until closure.
• Promote quality management.

Contact center quality management and appointment scheduling:

• Evaluate compliance with scheduling protocols, appointment types, provider and location selection, consultation prerequisites, medical referral requirements, and escalation paths.
• Monitor that communication with patients is professional, empathetic, accurate, confidential, and sets clear expectations.
• Follow up on and improve scheduling accuracy, call quality, critical errors, documentation accuracy, complaint trends, etc.
• Ensure that quality programs support an adequate patient experience.

Leadership and team management:

• Lead, guide, and develop Quality Supervisors, Team Leaders, and Quality Analysts/Auditors who support contact center and patient appointment scheduling operations.
• Set performance expectations and conduct periodic reviews.
• Strengthen quality capabilities through specific training based on audit findings, error trends, customer feedback, and changes in healthcare workflows.
• Support employee engagement and retention.

Client management:

• Participate in weekly and bi-weekly quality reviews with clients, as well as provide quality information for monthly or quarterly business reviews and executive reports.
• Present quality trends, root cause analysis findings, corrective actions, and improvement recommendations in a concise and client-appropriate manner.

We offer:

• $26,000 gross monthly.
• Medical insurance.
• Food vouchers
• 30 days of aguinaldo
• Schedule Monday to Friday from 7:00 a.m. to 4:30 p.m.
• Work area: Near Plaza del Sol.

-Requirements-

• Minimum education: Higher education - Bachelor's degree
• 3 years of experience
• Languages: English
• Age: From 28 years old

Keywords:

callcenter, teleoperador, telefonista, telephonist, telefonico, operations, operaciones, quality, qa