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Quality Assurance Specialist 2
2 months ago
Zimmerman Associates, Inc. (ZAI) is seeking a Quality Assurance Specialist 2 to support a government contract bid in the Bethesda, MD area. This is an onsite employment opportunity with consideration for teleworking after 120 days onsite.
Role and Responsibilities:- Provide oversight and management of Referral Management and Appointing Center activities 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 to support the improvement and changing needs of 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 IRMAC staff.
- Scrub future scheduled appointments for invalid and/or incorrect information and ensure corrections are made prior to patient arrival.
- Weekly reporting of mis-bookings and resolution to the PM and IRMAC director.
- Daily reporting of staff mis-bookings from previous workday transactions via the MICA Report to Call Center Team Leads.
- Daily monitoring of incorrect telephone Consults reported from clinics and disseminating follow-up communication to staff as appropriate.
- Document bi-weekly mis-bookings trends and statistics of IRMAC staff.
- Streamline data collection processes and verify data formats as necessary to reduce data collection burden while retaining significant data.
- Provide monthly summaries of quality performance statistics to IRMAC leadership.
- Daily dissemination of clinic information to IRMAC staff.
- Provide insight into Appointing concerns to the IRMAC leadership upon request.
- Assist with staff training.
- Monitor all operations that affect quality.
- Provide PIP for personnel who require retraining.
- Ensure 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 IRMAC Leadership.
- Manage, measure, and mentor a team of Quality Assurance Assistants to meet the objectives of the department.
- Maintain consistent weekly calibration and monthly check-ins with QA Specialist and share progress updates, audit results, calibrate as needed, etc.
- Track/distribute Customer Satisfaction Reports to Lead Patient Appointment Coordinators and Leadership.
- Monitor desktop applications for IRMAC staff members to ensure proper usage and provide trending reports to maximize productivity.
- Monitor the Patient Appointments Call Center systems i.e., Interactive Voice Response System, ACD, and the AVAYA Report system.
ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status or any other legally protected status.
