All the benefits and perks you need for you and your family:
Benefits from Day One
Paid Days Off from Day One
Whole Person Wellbeing Resources
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Job Location: Hybrid
The role you’ll contribute:
The Care Advocacy Quality Assurance (QA) Analyst focuses on using data to improve service delivery and the consumer experience. The Care Advocacy QA Analyst will apply a disciplined, data-driven approach to review and analyze textbased data from conversations between Care Advocates and AdventHealth consumers. This role will be responsible for developing operational test cases/criteria, curating datasets, executing the Care Advocacy QA process, and summarizing the results for each Care Advocate on a regular basis (weekly, monthly, quarterly, yearly, etc.). The analyst should leverage data automation tools to optimize the QA process as the service grows. Additionally, the Care Advocacy QA Analyst will work closely with Care Advocacy leadership to identify potential gaps in operations, training or supplemental education opportunities based on QA outcomes.
The value you’ll bring to the team:
Demonstrates, through behavior, AdventHealth Orlando's service standards.
Assess quality of Care Advocacy's service delivery and consumer experience by implementing processes and activities listed below.
Work closely with the Data & Analytics team to collect, clean, and classify conversation test dataâ¯â¯â¯
Develop test strategy, define test cases and expected outcomesâ¯â¯â¯
Execute test cases by reviewing conversation data and scoring against predefined criteriaâ¯â¯
Facilitate and lead QA testing with other team membersâ¯â¯
Leverage data analysis and visualization tools to automate QA processesâ¯â¯â¯
Summarize and present results of QA executions to leadershipâ¯â¯
Develop individualized insights for each Care Advocate based on their performanceâ¯â¯
Identify opportunities for improvement in training, processes and/or workflows to prevent future defects
The expertise and experiences you’ll need to succeed:
At least 1 year of data analysis and business reporting experience
At least 1 year of call center/customer service/operations experience
Bachelor's Degree in Business, Data Analytics, Data Science, or related field
2-3 years of data analysis and business reporting experience (using automation tools)
2-3 years of call center/customer service/operations experienceâ¯â¯
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.