QA Speciaist II (Call Center Environment) - (Bethesda, MD)

Ivyhill has an immediate need for Quality Assurance (QA) Specialist II for its Call Center located in Bethesda, MD. The qualified candidate will perform QA tasks in call center environment to ensure our customer meets specific thresholds for acceptability for both external and internal data quality for the National Capital Region (NCR).

Duties and Responsibilities

1. Will listen to call center agents' phone calls to determine patient experience. A total of thirty (30) inbound calls, from a minimum of 10 different agents, selected at random, will be surveilled monthly.
2. Review, revise and standardize SOP format for all protocols to ensure that they remain current and applicable. Dissemination of revisions to the NCR Clinics.
3. Redesign and/or implement enhanced reporting standards and processes as appropriate to ensure they are effective and continue to improve and adapt to the operation’s changing needs.
4. Integrate clinic protocol documents into a single SOP to help manage and optimize procedures used in the appointing process.
5. Provide daily communication updates to staff.
6. Scrub future appointments for mistakes and ensure that mistakes are corrected prior to the patient getting to the appointment.
7. Weekly reporting of mis-bookings and resolution to the PM and Site director.
8. Daily reporting of staff mis-bookings from previous workday transactions via the MICA Report to Team Leads.
9. Daily monitoring of incorrect telephone consults reported from clinics and disseminating follow-up to staff as appropriate.
10. Document the bi-weekly mis-bookings trends and statistics of staff.
11. Streamline data collection processes and verifying data formats as necessary to reduce data collection burden while retaining significant data.
12. Provide monthly summaries of quality performance statistics to leadership team.
13. Daily dissemination of clinic information to staff.
14. Provide insight into appointing concerns to the leadership team upon request.
15. Assist with staff training.
16. Monitor all operations that affect quality.
17. Provide PIP for personnel who requires retraining.
18. Ensure that all external and internal requirements are met before our data and newly designed databases and websites reaches our customer.
19. Review and participate in establishing standards and policies governing customer interactions and implements monitoring programs.
20. Facilitate proactive solutions by collecting and analyzing quality data.
21. Maintain 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.
22. Participate in customer and client listening programs and identify customer expectations and needs.
23. Provide QA feedback to the Team Leads and Leadership.
24. Manage, measure, and mentor a QA Specialist I to meet the objectives of the department.
25. Maintain regular weekly calibration and monthly check-ins with QA Specialist and share progress updates, audit results, calibrate as needed, etc.
26. Track/distribute Customer Satisfaction Reports to Team Leads and Leadership.
27. Monitoring desktop applications for staff members to ensure proper usage and provide trending reports to maximize productivity.
28. Monitoring the Patient Appointments Call Center systems i.e., Interactive Voice Response System, ACD, and the AVAYA Report system.

Requirements

Qualified candidate will possess an associate degree or a minimum of 2 years of 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 MHS RM or Call Center. Qualified candidate must:

1. Have U.S. Citizenship.
2. Be able to read, write, speak, and understand English.
3. Have experience using the MHS Genesis Revenue Cycle appointing software.
4. Have good numerical skills and an understanding of statistics.
5. Have a basic knowledge of human anatomy and physiology.
6. Possess knowledge of the Military Health Care System, TRICARE, medical terminology, release of medical information and legal ethics.
7. Possess knowledge of standard office administrative practices and procedures, including the use of standard office equipment to accomplish clerical statistical and data entry tasks in the support of the administrative work of the office.
8. Be familiar with Microsoft Word, Excel, PowerPoint, Outlook and Access.
9. Have superior customer service and organizational skills.
10. Have strong verbal and written communication, as well as the ability to make sound judgments.
11. Have the ability to manage and utilize multiple complex microcomputer systems for appointment scheduling.
12. Be highly organized, detail-oriented with strong organizational skills and ability to work effectively and independently with a positive attitude.
13. Have strong math skills and ability to perform statistical analysis.
14. Have the working knowledge of Call Center metrics, agent behaviors and other factors that affect queue and adherence reporting.
15. Have ability to supervise a QA Specialist I, and work independently remotely with minimal virtual supervision.
16. Have flexibility, creativity, and the ability to adapt to a changing work environment.
17. Have excellent verbal and written communication, and interpersonal skills as well as the ability to confer with Leadership and NCR executives on specific program goals.
18. Have excellent analytical and abstract reasoning skills in developing, organizing, and evaluating data to facilitate reports for Leadership, Team Leads and other stakeholders as requested.
19. Have an understanding of basic Medical Terminology, a Basic Medical Terminology Course is preferred but not required.
20. Have strong familiarity and understanding of the MHS-GENESIS, TRICARE Region 1 Policies and Department of Defense Health Affairs guidance.
21. Have related experience with DoD and the military through prior work experiences preferred.

Benefits

Ivyhill has a competitive benefits program which includes medical, dental and vision; Life and AD&D insurance; Short- and Long-Term Disability; supplemental Life insurance and a 401(k) Plan.

Ivyhill 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.