Quality Assurance Specialist

Job Type

Full Time

Salary

Details: Non-Exempt

Published

09/28/2018

Start Date

11/16/2018

Application Deadline

11/15/2018

Address

Frederick
Maryland
United States

Description

Foundation Overview:

The HealthWell Foundation is a Forbes 100-rated, Maryland-based 501(c)(3) nonprofit organization that provides financial assistance to underinsured Americans to help them afford life-changing medical treatments. Our mission is to reduce financial barriers to care for underinsured patients living with chronic or life-altering diseases. 

Job Purpose:

HealthWell’s call center specialists are the voice of HealthWell and provide hands-on assistance to its patients and customers. The purpose of this position is to ensure that the HealthWell Foundation’s Quality Assurance management plan is executed by the call center specialists in a consistent manner and according to program standard operating procedures. The Quality Assurance Specialist is responsible for ensuring all goals and milestones relating to Quality Assurance are met and exceeded.

Position Overview:

  • Monitor all inbound and outbound call center activities, such as calls, letters emails, etc., to ensure Quality Assurance standards are being met 
  • In collaboration with Associate Director of Quality, Risk Management & Compliance, Program Manager, and corporate Operations staff members, ensure compliance with call center performance and quality requirements, including call monitoring and data review, as outlined in the Foundation’s Quality Assurance management plan and standard operating procedures

Key Success Factors:

Persons in this position must be detail oriented, possess excellent communication skills, both written and verbal, and have sound decision making skills

Duties and Responsibilities:

  • Conduct Daily, Weekly, Monthly call monitoring and analyze data to identify specific training needs
  • Assist Program Management Team by providing coaching/counseling to staff while maintaining a culture of high expectations in a supportive environment
  • Provide quality monitoring reports to corporate management and other appropriate individuals within the organization
  • Participate in meetings to review results of call monitoring scores and assist in the development and execution of quality improvement programs
  • Ensure compliance with call center performance and quality requirements at all times
  • Work with the Program Management Team in preparation and updates of all program level SOPs and maintain compliance with HIPAA at all times
  • Participate in the annual review of all program level SOPs to ensure call center practices are aligned with processes and procedures stipulated in the SOPs
  • Flawlessly plan, perform and execute the deployment of new processes to ensure adherence to quality standards
  • Lead call calibration sessions with Program Management team and staff
  • Work with Team Trainer and Team Lead to identify, develop and deliver ongoing training based on statistical analysis
  • Monitor employee performance, work with staff to meet performance objectives defined by Program Management team and provide input for performance evaluations
  • Maintain current knowledge in the area of quality assurance, training and development
  • Other duties as needed or required

Key Technical Skills and Knowledge (if applicable):

  • Excellent communication skills and ability to speak with impact while giving feedback and developing staff
  • Strong analytical skills to analyze outcomes and carry out appropriate corrective procedures, if necessary
  • Excellent critical thinking skills in order to methodically, strategically, and collaboratively make decisions, solve problems, and foster innovation
  • Attention to detail to ensure that all quality elements are satisfied and comply with standards
  • Knowledge of regulatory requirements
  • Ability to demonstrate unbiased judgement of staff, situations and procedures  
  • Identify talent and facilitate succession planning
  • Understand Medicare, Medicaid, and commercial insurance billing (pharmacy and buy-and-bill), insurance plan design and coverage issues and how those intersect with the Foundation’s program and funds

Qualifications & Education Requirements:

  • Bachelor’s Degree and 2+ years quality assurance experience in a healthcare-related call center setting-Equivalent combination of education and work experience may be considered
  • Possess creative problem solving skills
  • Outstanding customer service, communication, and interpersonal skills
  • Excellent analytical skills and unbiased judgement
  • Highly organized and detail-oriented 
  • Ability to work independently and exercise sound judgment with regards to issue escalation
  • Proficient in Microsoft Office Suite products, and knowledge of SalesForce and inContact)
  • Ability to deal with confidential information and or issues using discretion and judgment

Preferred Competencies:

  • Ability to convey written information clearly and effectively through both formal and informal documents and orally while ensuring comprehension to the recipient
  • Ability to remain calm during all situations, provide constructive feedback, and inspire teamwork and respect
  • Adapts quickly and successfully to accommodate changing business and client needs, and helps others to adapt

  • Ability to work across all departments and/or on project team

EEO Employer

The HealthWell Foundation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Professional Level

Professional

Minimum Education Required

No requirement


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