Connection Center QA Specialist

Virginia Mason Franciscan Health has a rich history of providing exceptional healthcare, dating back to 1891. Building upon a legacy of compassionate care and innovation, our organization has evolved over the years through strategic partnerships and integrations to expand our reach and services across the Puget Sound area.

Today, as Virginia Mason Franciscan Health, we remain deeply committed to healing the whole person – body, mind, and spirit – in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth.

Our dedicated providers offer a full spectrum of health care services, from routine wellness to complex disease management, all grounded in rigorous research and education. Our comprehensive network of 10 hospitals and nearly 300 care sites strategically located across the greater Puget Sound region reflects our ongoing commitment to accessibility and comprehensive care.

We are proud of our pioneering medical advances and numerous awards and accreditations that reflect our dedication to excellence. When you join Virginia Mason Franciscan Health, you become part of a team that delivers top-quality, professional healthcare in modern, well-equipped facilities, and contributes to a legacy of service built on collaboration and shared purpose.

Under the direction of department leadership, the QA Specialist is responsible for delivering effective training and support to all
end users within the clinical care locations. This position ensures that training is customer focused and needs based. The QA
Specialist has delegated responsibility for problem solving and assessing processes and issues. The QA Specialist conducts
audits for quality of tasks in the electronic health record, providing feedback to the leadership team. Audits for accuracy and
completeness of contact center tasks. The QA Specialist provides feedback and guidance to Connection Center staff on areas
of improvement. The QA Specialist determines best practices to support the continuing knowledge growth of Franciscan
Medical Group.

ESSENTIAL KEY JOB FUNCTIONS
● Participates in building, testing and maintaining processes in the training environment.
● Collaborates in the development and maintenance of training materials, including but not limited to scripts,
scenarios and training schedules.
● Delivers end user training and support, using existing training materials and procedures.
● Participates in workflow design and system build in order to gain an in-depth knowledge of the
system, including functionality and workflows.
● Troubleshoots and resolves issues and questions, referring more complex issues to Supervisor.

● Incorporates new system functionality in training/education plans. Identifies ways to improve
education/training plans.
● Other duties as assigned

SECURITY ACCESS: CONFIDENTIAL INFORMATION
● Incumbents may have access to confidential patient, employee and/or organizational information as it applies to
their job responsibilities and must comply with the terms of Virginia Mason Franciscan Health policies in
protecting that information.
STANDARD PRECAUTIONS STATEMENT
● Uses Standard Precautions including personal protective equipment for anticipated contact with blood or other
potentially infectious materials.
VALUE BEHAVIORS
● It is essential that incumbents be able to support the values of the Virginia Mason Franciscan
Health/CommonSpirit Health and interact effectively with physicians, patients, visitors and staff. Each employee
is expected to demonstrate a commitment to service, hospital values, and professionalism through appropriate
conduct and demeanor at all times.
REVERENCE: Awe, respect and love—the essence of our ministry
1. Treat all members of the hospital community with respect as unique, valued individuals and provide the highest level
of service to everyone regardless of who they are.
2. Listen, show empathy and understand other people's feelings, perceptions, and points of view.
3. Create an environment where people feel supported and can safely express needs and issues so we can respond to
them.
4. Consider the impact of decisions, processes, actions, and outcomes on the patients, families, employees, and
physical environment
4 Behavioral Standards and Customer Service
Embracing Diversity
INTEGRITY: Trust, honesty, wholeness, commitment
1. Communicate effectively by giving clear and truthful messages, by fully sharing information people need to do their job, and by
expressing my ideas, opinions, and reactions

constructively.
2. Look for solutions rather than complaining when I encounter problems.
3. Care for all the resources entrusted to me with as much care as I show my own. Resources include people, traditions, time, money,
equipment, and facilities.
4. Be ethical in my behaviors, including avoiding any conflict of interest or appearance of conflict of interest.
COMPASSION: Caring deeply for all people, especially for the poor
1. Contribute positively to the healing environment and mission of Franciscan Health System and Catholic Health Initiatives.
2. Be responsive to people and issues promptly and appropriately.
3. Go directly, as soon as possible, to individuals to resolve problems, issues and conflicts and then let it go.
4. Behave in a professional, collaborative, supportive manner regardless of my personal feelings.
5. Maintain the confidentiality and privacy of patients, visitors, co-workers and the organization.
EXCELLENCE: Innovation, quality, collaboration and stewardship.
1. Encourage and support innovative ideas and ways of doing things that promote resource management and generation of new
resources.
2. Seek feedback and give others constructive feedback.
3. Demonstrate that helping is our business through good service behavior, especially a genuine willingness to assist.
4. Maintain a high level of competence, continue to grow in skill, and encourage others to do so also.
5. Support quality performance by others through frequent encouragement and recognition of contribution and efforts.

Page 2 of 6 JOB DESCRIPTION MASTER TEMPLATE

JOB DESCRIPTION

The job summary and responsibilities listed above are designed to indicate the general nature of the work
performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all
job responsibilities required of employees assigned to this job. Employees may be required to perform other duties
as assigned.

Minimum Qualifications:

• 4 year degree or equivalent work experience

  preferred.

• 2 years of experience in the healthcare environment working with
  required.
  Demonstrated computer literacy and competency, including the use of
  word processing, databases, and email. Ability to support go-lives of
  system components as necessary. Demonstrated ability to deliver
  effective classroom training.Excellent communication and team building
  skills. Experience using a clinical management system.