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Quality Assurance Specialist 2

2 months ago

Bethesda, Maryland, United States Zimmerman Associates Full time
Job Summary

Zimmerman Associates, Inc. is seeking a Quality Assurance Specialist 2 to support a government contract bid in the healthcare industry.

Key Responsibilities
  • Provide oversight and management of activities in the Referral Management and Appointing Center to ensure exceptional customer service to beneficiaries.
  • Review, revise, and standardize SOP format for all protocols to ensure they remain current and applicable.
  • Redesign and/or implement enhanced reporting standards and processes as appropriate to support the improvement and changing needs of the operations.
  • Integrate clinic protocol documents into a single SOP to enhance efficiency and optimize procedures used in the Appointing process.
  • Provide daily communication updates to staff.
  • Scrub future scheduled appointments for invalid and/or incorrect information and ensure that all required corrections are made prior to the patient arriving at their appointment.
  • Weekly reporting of mis-bookings and resolution to the PM and director.
  • Monitor all operations that affect quality.
  • Provide PIP for personnel who require retraining.
  • Ensure that all external and internal requirements are met before data and newly designed databases and websites reach customers.
  • Review and participate in establishing standards and policies governing customer interactions and implement appropriate monitoring programs.
  • Facilitate proactive solutions by collecting and analyzing quality data.
  • Keep records of quality reports, statistical reviews, trend data, and relevant documentation and provide these in the form of actionable data to the site management team and various internal support groups as needed.
  • Participate in customer and client listening programs and identify customer expectations and needs.
  • Provide QA feedback to the Call Center Team Leads and director.
  • Manage, measure, and mentor a team of Quality Assurance Assistants to meet the objectives of the department.
  • Track/distribute Customer Satisfaction Reports to Lead Patient Appointment Coordinators and Leadership.
  • Monitor desktop applications for staff members to ensure proper usage and provide trending reports to maximize productivity.
  • Monitor the Patient Appointments Call Center systems.
Requirements
  • Associate degree or a minimum of 2 years' experience in a medical environment and any combination of academic education, professional training, or work experience, which demonstrates the ability to perform the duties of the position working in a Military Health System (MHS) Referral Management (RM) or Call Center.
  • U.S Citizenship required as well as ability to obtain a Public Trust Clearance.
  • Demonstrated experience using MHS Genesis Revenue Cycle appointing software.
  • Good numerical skills and an understanding of statistics.
  • Effective communication and people skills.
  • Basic knowledge of human anatomy and physiology.
  • Knowledge of medical terminology used to describe the human system.
  • Proficient in computer applications and standard office administrative practices and procedures to support the administrative work of the office.
  • Superior customer service skills.
  • Excellent organizational skills, i.e., ability to manage time effectively, prioritize tasks, set goals, and implement plans for achieving those goals while maintaining a positive attitude in the workplace.
  • Strong math skills and ability to perform statistical analysis.
  • Knowledge of Military Health Care System, TRICARE, Medicare, release of medical information and legal ethics.
  • Knowledge of Microsoft Suite of Products, including Word, Excel, PowerPoint, and Access.
  • Knowledge of Call Center metrics, agent behaviors and other factors that affect queue and adherence reporting.
  • Ability to manage a Team, QA assistant, and work independently at home with minimal virtual supervision.
  • Strong familiarity with and understanding of GENESIS, TRICARE Region 1 Policies, and Department of Defense Health Affairs guidance.
  • Excellent analytical and abstract reasoning skills in developing, organizing, and evaluating data to facilitate reports for leadership, Team Leads and other stakeholders as requested.
  • Adaptability skills to respond quickly to changing ideas, expectations trends, strategies, and other processes in the workplace environment.
  • Ability to manage and utilize multiple complex microcomputer systems for appointment scheduling.
  • Must have strong verbal and written communication skills and the ability to exercise sound judgment.
  • Related experience with DoD and the military through prior work experiences preferred.