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Quality Assurance Specialist

2 months ago

Fitchburg, Massachusetts, United States Montachusett Regional Transit Authority Full time
Job Overview

Position Title: Program Quality Agent

Department: Brokerage, Program Management

Reports to: Assistant Supervisor

Employment Status: Full-time, 37.5 hours per week minimum

Work Hours: To be determined between 8AM – 5PM

FLSA: Non-Exempt

Supervisory Responsibilities: None

Position Summary: The Program Quality Agent is essential in facilitating the operations of the Montachusett Regional Transit Authority. This role is tasked with the processing, updating, and management of all Program-Based Transportation Incidents and Complaints, as well as conducting thorough Program-Based Site inspections. The focus is on meticulous documentation, follow-up inspections, and the oversight of incidents and complaints related to all brokerage program transportation providers.

Key Responsibilities:

  • Maintain consistent written and verbal communication with transportation providers, HST staff, programs, and families regarding incidents, complaints, and site inspections for all brokerage program transportation services.
  • Address and resolve escalated complaints from program-based vendors, responding through various communication channels.
  • Assist in the development, implementation, and ongoing management of an internal Vendor Management System (VMS) to enhance quality and compliance processes.

Additional Duties: As business needs evolve, employees may be required to undertake other responsibilities. Employees are expected to identify any changes in their job duties since the last review. The organization may also request a review of the position as part of the performance evaluation process.

Qualifications:

  • High School Diploma or equivalent
  • Ability to maintain confidentiality of Protected Health Information (PHI) and comply with HIPAA regulations
  • Reliable transportation is required

Skills Required:

  • Strong organizational and time management skills
  • Effective communication skills, both oral and written
  • Proficiency in Microsoft Office applications
  • Attention to detail is crucial
  • Ability to manage multiple tasks in a fast-paced environment
  • Capability to work independently as well as collaboratively within a team

Working Environment: The position is primarily based in a standard, climate-controlled office setting.