Quality Assurance Analyst HealthHelp, Inc.
THIS JOB HAS EXPIRED Job Description
Quality Assurance Analysts are responsible for overseeing the collection of demographic information by completing quality monitoring on a monthly basis for the West Houston Call Center, developing and implementing quality assurance programs/initiatives, and reporting data collection via weekly/monthly reporting statistics to ensure the quality of service as defined in the assessment policies & procedures manual
Essential Duties and Responsibilities:
Responsible for activities involving quality assurance and compliance with applicable regulatory requirements
Assist in developing and implementing quality management programs and initiatives
Knowledge of and experience with the Quality Assurance software/applications
Conducts quality monitoring reviews to include documentation of processes in relation to cases processed within each payor group
Ensure that performance standards are measured and developed uniformly for the contact center
Conducts coaching sessions with customer service representatives in regards to improvements sessions that are needed
Conducts quality assurance training as needed and facilitate weekly/monthly calibration sessions
Provide feedback to customer service supervisors/provide quality scoring and trends for individuals and team
Escalate 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.
Houston, Texas, United States
||Houston, TX |
THIS JOB HAS EXPIRED