Senior Quality Assurance
ClubWPT Gold
Admissions Team Lead – Patient Access Contact Center, Quality Assurance
Cedars-Sinai
full-time
Posted on:
Location Type: Hybrid
Location: Los Angeles • California • 🇺🇸 United States
Visit company websiteSalary
💰 $29 - $45 per hour
Job Level
Senior
Tech Stack
Cloud
About the role
- Facilitates the workflow of the admissions team by coaching, answering questions, providing guidance, troubleshooting, and leading by example. Cross-trained within all areas of the assigned unit.
- Assists the supervisor in preparing and posting work schedules for the admissions team. Assists with a staffing need to cover sick calls and other department needs. Works extended schedule and cover weekends to meet the needs of the department 24/7.
- Evaluates individual and team performance and assists the manager and supervisor by providing feedback regarding counseling and disciplinary action and ensuring compliance with the department’s time and attendance policy. Recommends action as to hiring, transfers, promotions, overtime, and other administrative actions related to staff.
- Assists with orientation and unit training for new hires. Coaches staff and identifies training needs. Identifies staff ready for additional development/ training opportunities and works with supervisors to provide opportunities to meet staff needs.
- Assists with budget compliance by staying within approved staffing levels, monitoring the use of overtime, and ensuring compliance with the department’s time and attendance policy.
- Assists with quality control activities to be certain demographic and financial information is accurate, benefits are verified and insurance coverage is accurately documented. Provides appropriate feedback and assistance to staff.
- Collects data to support performance indicators and quality assurance reporting. Monitors management and quality reports.
- Updates the registration system to ensure proper billing and collection can occur.
- Monitors patient wait and registration times to ensure patient waits are within standards.
- Assists managers, supervisors, and peers to identify and meet customer needs. Assists with investigation and follow-up regarding customer complaints.
- Serves as liaison with other units in the Admissions department.
Requirements
- High School Diploma / GED required. Bachelor's Degree in Hospital Administration or equivalent preferred.
- Two (2) years of registration experience in a hospital environment required.
- Certified Healthcare Access Associate (CHAA) required upon hire.
- Experience working in a call/contact center is strongly preferred.
- Prior quality assurance or call monitoring experience within healthcare, customer service, or contact center operations is preferred.
- Experience with EPIC scheduling (Cadence, Referrals, or Decision Tree workflows) is preferred.
- Familiarity with Genesys Cloud, NICE, or similar platforms is beneficial.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
registration experiencequality assurancecall monitoringbudget compliancedata collectionperformance indicatorsstaff trainingcoachingtroubleshootingcompliance
Soft skills
leadershipcommunicationteamworkproblem-solvingcustomer servicefeedback provisionorganizational skillsinterpersonal skillsadaptabilityconflict resolution
Certifications
High School DiplomaGEDBachelor's Degree in Hospital AdministrationCertified Healthcare Access Associate (CHAA)
