Quality Improvement Specialist In Office Position

Position Summary:

The Quality Improvement Specialist has a broad range of responsibilities that support the Corporate Compliance Quality

Improvement program. The Quality Improvement program is comprised of complaints and incidents, patient satisfaction,

and the Secret Shop program. The Quality Improvement Specialist position will focus on providing vital data needed to

promote the ongoing success of the quality improvement platform. Schedules can vary based on the need of the

business.

Essential Functions and Job Responsibilities:

• Supports and carries out the vision of the department; produces excellence; performs compliance activities.

ensuring we are meeting quality improvement standards and legal obligations.

• Responsibilities include making outbound calls to various entities and departments within the organization to test

call performance and knowledge.

• Acting as an actual customer, asking questions about products and services.
• Developing reports to identify trends and process improvement opportunities.
• Call scoring to assess referral management/customer service performance.
• Patient satisfaction/customer survey activities.
• Online patient/client interactions.
• Monitor social media platforms for patient/referral feedback.
• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Completes assigned compliance training and other educational programs as required.
• Maintains compliant with AdaptHealth’s Compliance Program.
• Perform other related duties as assigned.

Competency, Skills and Abilities:

• Ability to appropriately interact with patients, referral sources and staff.
• Decision Making.
• Analytical and problem-solving skills with attention to detail.
• Strong verbal and written communication.
• Excellent customer service and telephone service skills.
• Proficient computer skills and knowledge of Microsoft Office.
• Ability to prioritize and manage multiple tasks.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to work independently as well as follow detailed directives
• Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data

through systems as well as system interaction.

Education and Experience Requirements:

• High School Diploma or equivalent.
• One (1) year work related experience in health care administrative, financial, or insurance customer services,

claims, billing, call center or management regardless of industry.

• Exact job experience is considered any of the above tasks in a Medicare certified HME, Diabetic, Pharmacy, or

home medical supplies environment that routinely bills insurance.

Physical Demands and Work Environment:

• Work environment may be stressful at times, as overall office activities and work levels fluctuate.
• Must be able to bend, stoop, stretch, stand, and sit for extended periods of time.
• Subject to long periods of sitting and exposure to computer screen.
• Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use.
• Must be able to lift 5 to 10 pounds periodically as needed.
• May be exposed to angry or irate customers or patients.
• This position if primarily performed remotely.
• Excellent ability to effectively communicate both verbally and written with customers with the ability to

demonstrate empathy, compassion, courtesy, and respect for privacy.

• Mental alertness to perform the essential functions of position.