Quality Assurance Specialist
- Orlando, FL
- $46,000-53,000 per year
- Permanent
- Full-time
- Conduct a minimum of 8 quality reviews per associate per month. Monitor processes including call handing to ensure program KPIs and established quality guidelines are met.
- Auditing case records to ensure proper charting and interactions are documented appropriately against the established quality guidelines.
- Prepare quality score reports by associate, team and/or program for management review on a weekly and monthly basis.
- Identify service trends and collaborate with management to ensure and promote adherence to Patient Solutions and support guidelines within assigned areas.
- SME for all aspects of the program(s) to determine areas of concern as well as opportunities to streamline processes and eliminate errors.
- Upon notification of program enhancements, assist with developing associate training materials and participate in training sessions ensuring associates understand how the program enhancement will impact the quality review/score.
- Monitoring program AE’s and present findings to management for immediate review and reconciliation.
- Providing support to program team on periodic department audits.
- Additional responsibilities as needed based on department, program, and project requirements.
- Previous call center experience participating in quality call and system audit performance reviews preferred.
- Previous experience in patient support/patient assistance and/or financial access programs preferred.
- Bilingual – Spanish preferred.
- Bachelor’s Degree or Registered Nurse (BSN or RN) a plus.
- COMPETENCIES:
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Supportive, progressive, fast-paced environment
- Competitive pay structure
- Matching 401(k) with immediate vesting
- Medical, dental, vision, life, & short-term disability insurance