Performance Improvement Monitor

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Location: Burlington, MA
Job ID: 158151-1A
Date Posted: Apr 28, 2020
Category: Specialist

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Job Description

Welcome To

Welcome to Lahey Hospital & Medical Center, part of Beth Israel Lahey Health. Lahey Hospital & Medical Center is a world-renowned tertiary medical center known for its innovative technology, pioneering medical treatment and leading-edge research. A teaching hospital of Tufts University School of Medicine, the hospital provides quality health care in virtually every specialty and subspecialty, from primary care to cancer diagnosis and treatment to kidney and liver transplantation. It is a national leader in a number of health care areas, including stroke, weight management and lung screenings, among many others. Lahey also helps to advance medicine through research and the education of tomorrow's health care leaders.

About the Job

Position Summary:

Monitors audit various data sources in order to assess staff skills and compliance with key patient access and customer service performance standards. Information gathered is reviewed by the Directors. Inter-rater reliability between monitors and department supervisors is surveyed to ensure consistency of findings. The Directors are responsible for evaluating the performance of colleagues and for determining the needs of colleagues toward their achievement of all relevant performance standards. The Directors may use audit finding to help develop supplemental education for staff, and to help determine if staff are performing required tasks as assigned.

Essential Duties & Responsibilities including but not limited to:

1. Customer Service


  • Quality screen recorded and/or live telephone calls between department colleagues

    and patients or family members.

  • Score calls for adherence to the Telephone Etiquette Standards approved by the
  • Patient Access Steering Committee.
  • Reports non-work related phone use to the appropriate member of management

    (must cease listening activities when calls are determined to be personal in nature).

2. Observe Clinic Waiting Rooms:

  • Observe interactions between colleagues and patients/families in clinic waiting rooms.
  • Score interactions for adherence to the Clinic Reception Etiquette Standards approved by the Patient Access Steering Committee.

3. Revenue Cycle Monitoring:

  • Audit various reports generated during revenue cycle operations to assess colleague compliance with required job duties.

4. Customer Satisfaction Survey:

  • Assist in development of a brief on-line customer satisfaction survey to be completed by personnel in all clinical departments supported by Patient Access Services.
  • Assist in the analysis and presentation of survey results.

Organizational Requirements:

  • Maintain strict adherence to the Lahey Hospital and Medical Center Confidentiality policy.
  • Incorporate Lahey Hospital and Medical Center Standards of Behavior and Guiding Principles into daily activities
  • Comply with all Lahey Hospital and Medical Center Policies.
  • Comply with behavioral expectations of the department and Lahey Hospital and Medical Center.
  • Maintain courteous and effective interactions with colleagues and patients.
  • Demonstrate an understanding of the job description, performance expectations, and competency assessment.
  • Demonstrate a commitment toward meeting and exceeding the needs of our customers and consistently adheres to
  • Customer Service standards.
  • Participate in departmental and/or interdepartmental quality improvement activities.
  • Participate in and successfully completes Mandatory Education.
  • Perform all other duties as needed or directed to meet the needs of the department.

Minimum Qualifications:

Education: High school diploma or GED

Experience: 1 year in duties requiring demonstrated excellent in any/all required skills,

knowledge, and abilities

Skills, Knowledge & Abilities:

Excellent interpersonal skills

Ability to follow directions

Exceptional listening and analytical skills

Detail oriented

Dedication to providing exceptional customer service

Excellent ability to identify and analyze data for trends

Strong verbal and written communication skills

Demonstrated ability to work well in a team environment

Ability to multi-task and prioritize assignments

SHIFT: 20 hours, 1st shift

About Us

Beth Israel Lahey Health is an integrated system providing patients with better care wherever they are. Care informed by world-class research and education. We are doctors and nurses, technicians and social workers, innovators and educators, and so many others. All with a shared vision for what healthcare can and should be. We are committed to attracting, developing and retaining top talent. We strive to create a diverse and inclusive workplace that reflects the communities in which we work and serve. With a team approach to care, we encourage learning and growth at all levels and offer competitive salaries and benefits.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.