Provider Outreach Quality Assurance Analyst HealthHelp, Inc.
THIS JOB HAS EXPIRED Job Description
Provider Outreach Quality Assurance Analysts are responsible for ensuring defined processes and scripting are followed by completing random evaluations of outbound calls. This also includes developing and implementing quality assurance programs, initiatives, incentives as well as reporting trends and/or opportunities identified during the quality evaluation process.
Essential Duties and Responsibilities:
Assists in developing and implementing quality management programs
Utilizes Quality Assurance software for scoring evaluations
Conducts quality monitoring which includes documentation, recorded calls and screen capture in relation to customer specific requirements and initiatives
Assures performance standards are measured and developed to drive consistent interaction resulting in desired outcomes
Conducts coaching sessions with outreach representatives
Conducts quality assurance training as needed and facilitates calibration sessions
Identifies trends and training opportunities
Provides feedback to management
Provides quality scoring and trends for individuals and team
Escalates patterns of serious performance issues
Possess a minimum of 2-3 years experience dealing with customers, providers and /or members via the telephone
Previous Quality Assurance and/or work experience recommended
Excellent verbal/written communication skills and presentation skills, including the ability to handle interactions with facility personnel, providers, members and various internal departments in a professional manner.
Be a highly motivated individual that can work effectively, independently and meet deadlines in an atmosphere of multiple projects and shifting priorities
Possess effective analytical/problem solving skills
Completion of high school or higher level of education
Ability to use PC-based word-processing, database, and spreadsheet
(CPT-4, IDC-9, HCPCS codes)
Possess extensive knowledge of medical terminology and anatomy
Subject matter expert on all contracts maintained by Assessment unit
Ability to speak English and Spanish fluently is preferred
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
HealthHelp provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.
Houston, Texas, United States
||Houston, TX |
THIS JOB HAS EXPIRED