Lorraine Bard

Lorraine Bard

CAHPS® Telephone Survey and Quality Coordinator

As the CAHPS® Telephone Survey and Quality Coordinator, Lorraine's primary duties are to manage the telephone administration of all CAHPS products, including training, scheduling calls, data checks, and conducting quality audits of the call center staff. She works diligently to maintain training and audit records as required per CMS guidelines. Lorraine also provides quality auditing support to the supervisor on all projects, and spearheads quality improvement initiatives while conducting ongoing training and regular call calibration sessions with the team.