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Job Details


Company name
UMass Memorial-HealthAlliance Hospital

Leominster, MA

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Monday-Friday 8am-4:30pm 

UMass Memorial Health Care is the largest health care system in Central Massachusetts. We are the clinical partner of UMass Medical School, with access to the latest technology, research and clinical trials. Our health care system includes four hospitals: 

UMass Memorial Medical Center (Worcester) 

UMass Memorial HealthAlliance-Clinton Hospital (Clinton, Fitchburg and Leominster) 

Marlborough Hospital (Marlborough) 

In addition to our fully equipped medical centers, our system also includes home health and hospice programs, behavioral health programs and community-based physician practices. 

Position Summary:

Responsible for monitoring and evaluating the quality of inbound call handling to enhance the patient experience and meet or exceed customer service requirements. Serves as a resource, subject matter expert, trainer and coach within the call center. Ensures all scheduling services meet the established standards of quality including reliability, usability and performance. 

Position Qualifications:



Bachelor’s degree required. 


Certification as a Quality Auditor, Quality Engineer, Quality Improvement Associate, or Six Sigma preferred. 



5 years of customer service/call center experience required. 

Experience in quality analysis, auditing, and testing required. 

Knowledge of tools, concepts and methodologies of Quality Assurance required. 

Strong communication skills both oral and written required. 

Strong computer skills required. 


Systems: Experience using Avaya (WFO or WFM), CMS, Contact Analyzer, EPIC preferred. 

Major Responsibilities:

Screens incoming calls to ensure quality customer service and adherence to department policies and procedures. Brings all issues to management to resolve. 

Identifies customer complaints and non-conformance issues. Develops corrective actions and elevates to supervisor/manager. 

Documents internal audits utilizing the evaluation form, as well as other quality assurance activities related to scheduling and talk times. 

Documents quality issues and performance measures. Provides full evaluation and feedback on customer service skills and elevates for management review. 

Analyzes results and recurring trends; provides feedback to management and assists in the creation of performance improvement goals and development of training programs. 

Partners with management to assess training needs within the team. Serves as a resource, mentor, and coach. Identifies and shares best practices with management. 

Assists department leadership with development of quality assurance policies and procedures. 

Interprets, implements and evaluates the adequacy of quality assurance standards and makes recommendations as warranted. 

Provides operation level training to the call center agents. 

Devises sampling procedures and directions for recording and reporting quality data. 

Reviews the implementation and efficiency of quality and inspection systems and assists with upgrades as needed. (CMS system or WFO) 

Prepares reports for management to communicate outcomes of quality activities. 

Helps to outperform and optimize customer relations thorough knowledge of industry best practices. 

Standard Staffing Level Responsibilities:

Complies with established departmental policies, procedures and objectives. 

Attends variety of meetings, conferences, seminars as required or directed. 

Demonstrates use of Quality Improvement in daily operations. 

Complies with all health and safety regulations and requirements. 

Respects diverse views and approaches, and contributes in maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors. 

Maintains, regular, reliable, and predictable attendance. 

Performs other similar and related duties as required or directed. 

All responsibilities are essential job functions.

Company info

UMass Memorial-HealthAlliance Hospital

Company Profile

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