• Quality Lead

    General Physicians PC (Buffalo, NY)


    #25-0363

     

    Buffalo, NY, USA

    Job Description

    Quality Lead

    Who we are :

    Join General Physician, PC. - one of WNY's largest and most respected multi-specialty medical groups! We are committed to providing comprehensive, high-quality patient-centered care to improve the overall quality of the lives of our patients.

     

    Position Type: Full-time, First Shift

     

    No nights, weekends, or holidays and free parking!

    What you can expect :

    + Work-Life Balance: Say goodbye to working nights, holidays, and weekends. No mandated overtime! Monday through Friday, day shifts!

    + Comprehensive Benefits: Medical, dental, vision, and more.

    + Generous PTO: Enjoy your well-deserved time off.

    + 401(K) with 3% Employer Contribution: Secure your financial future.

    + Employee Discounts: Exclusive deals, including Verizon Wireless.

    What you will be doing :

    The primary purpose of this position is to assist in transforming patient experiences by contributing to establishment of consistent processes and workflows that are needed to manage contact volumes and provide support to the General Physician, PC service lines.

     

    + Answer incoming calls and/or digital messages and determine how to help the patient or where to refer the patient within the service line.

    + Enter patient information, schedule appointments and document interaction in EMR system.

    + Identify calls that need to be escalated to clinical staff or management and route appropriately in a timely manner.

    + Document medication refill and test result requests.

    + Manage incoming mail and fax bins in accordance with company policy.

    + Conduct call listening and eMR workflow reviews; deliver actionable insights and coaching opportunities for team members.

    + Collaborate with training leads to design and deliver targeted coaching and development programs and assist with onboarding training content.

    + Lead continuous improvement initiatives to streamline workflows and ensure a consistent and signature patient experience.

    + Work across the Service Lines with other Quality Leads to standardize and collaborate on quality improvements.

    + Analyze quality trends and provide actionable insights to enhance patient experience and service delivery.

    + Prepare and present quality performance to leadership teams.

    + Participate in outbound campaigns and reminder calls for patients.

    + Perform other duties assigned by management.

    The education and experience you need :

    + High school diploma or GED required; two-year college degree preferred.

    + 2-4 years’ experience in medical office, call center or customer service environment preferred.

    + Knowledge of insurance and medical terminology.

    + Strong written and verbal communication skills with ability to utilize computer programs.

    + Ability to multi-task and handle a high volume of patient calls in a fast-paced environment.

    * The pay range listed is a good faith determination of potential base compensation that may be offered to a successful applicant at the time of posting. When determining pay, several factors will be considered including but not limited to location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and budget.