Quality Control Monitor
2 months ago
Job Overview
Founded by a Doctor and a First Responder, Call the Car, is currently seeking Quality Control Monitor to join our team of exceptionally skilled and committed non-medical emergency transportation specialists. Since 2010, Call the Car has been dedicated to improving access to healthcare.
Job Description:
Under the supervision of the Training Specialist & Call Center Manager, the Quality Control Monitor will audit and troubleshoot reservations to avoid monetary impact to Call the Car. The role’s success is determined by analyzing the data to avoid unnecessary transportation.
Job Responsibilities:
- Provides continuous phone support.
- Creates and updates transportation reservations by phone, email, or fax.
- Analyze Same day reservation report to ensure accuracy.
- Analyze trip limit report to ensure accuracy.
- Contact members/facility to provide updates on their reservation.
- Analyze reservations with authorizations.
- Handle the PCS email and submit PCS forms to facilities/PCP.
- Handle the Customer Service email and respond to inquiries.
- Handle the Urgent request email and respond to inquiries.
- Notifies dispatcher roles of any issues or changes made to standing orders.
- Processes cancellations and cancellation notifications to vendor.
- Coordinates trip status updates between drivers, members, and any other CTC staff.
- May require evening and/or weekend and/or overnight work.
- Handles ambulance calls, reservation & activation.
- Maintains clear communication between Members, Providers, Drivers, Appointment Facilities, Dialysis Centers, Dispatchers, and CTC Management.
- Maintains 100% accuracy with all aspects of the position.
- Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
- Meet with the Key Performance Indicators
- 100% Daily report completion
- Analyze daily quality control reports as assigned by management
- 85% Occupancy
- 100% Daily report completion
- Any other duties as assigned by management.
- Also, the Job Responsibilities of a Customer Service Representative IV.
Required qualifications:
- Must pass a Criminal Background Screening.
- Must pass government exclusion list at time of hire and monthly thereafter.
- One (1) year of previous experience in Call Center role.
- Experience with various PC & Mac Applications and software programs including but not limited to Microsoft Office (Word, Excel, SharePoint, etc.)
Preferred qualifications:
- Health Care Call Center experience preferred.
- Health Care Transportation experience preferred.
- Vehicle routing and/or dispatch experience preferred.
- Availability to work any hours Weekdays, Weekends, Holidays.
Reports to: Training Specialist – Call Center Manager
Accommodation: Call the Car has the right to modify the duties and functions of the job's description based on the needs of the organization.
Work Location: Diamond Bar, California
Monday - Friday
8:00AM - 4:30PM
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