Quality Assurance Specialist

Job Summary
The Quality Assurance Specialist ensures that all Non-Emergency Medical Transportation (NEMT) services meet company standards, regulatory requirements, and client expectations. This role focuses on monitoring operational processes, evaluating service quality, investigating complaints, and implementing improvements to enhance performance and compliance.

Responsibilities

Quality Monitoring and Evaluation

• Conduct regular audits of trip logs, dispatch records, and driver performance to ensure compliance with policies and procedures.
• Monitor and review client feedback, including complaints and satisfaction surveys, to identify areas for improvement.
• Perform random ride-along evaluations to assess the quality of service and ensure driver adherence to safety and customer service standards.

Compliance

• Ensure all services meet federal, state, and Medicaid/NEMT program requirements.
• Monitor adherence to safety regulations, such as vehicle maintenance, driver certifications, and ADA compliance.
• Conducted internal audits and prepared reports on compliance metrics.
• Stay updated on NEMT regulations and implement changes to company policies as required.

Incident Management

• Investigate service-related complaints, incidents, and accidents to identify root causes.
• Recommend corrective actions to address non-compliance or operational deficiencies.
• Document incidents and ensure timely resolution in coordination with the management team.

Training and Improvement

• Provide feedback and recommendations to management on staff performance and operational improvements.
• Collaborate with the Training Specialist to develop and deliver training programs for drivers, dispatchers, and administrative staff.
• Lead initiatives to improve service delivery, customer satisfaction, and operational efficiency.

Reporting

• Maintain accurate and detailed records of audits, evaluations, and incidents.
• Prepare monthly and quarterly quality assurance reports for management.
• Analyze operational data to identify trends, risks, and opportunities for improvement.

Collaboration

• Work closely with dispatchers, drivers, and administrative staff to address quality and compliance concerns.
• Act as a liaison between clients, management, and field staff to resolve issues and implement solutions.

QualificationsEducation

• Bachelor’s degree in Business Administration, Healthcare Administration, Quality Management, or a related field preferred. Relevant experience may substitute for education.

Experience

• Minimum of 2 years of experience in quality assurance, compliance, or a related role, preferably in NEMT, healthcare, or transportation services.
• Familiarity with Medicaid/NEMT regulations, ADA compliance, and safety standards is a plus.

Skills

• Strong analytical skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite and quality management software.
• Problem-solving and conflict-resolution skills.

Certifications (Preferred but not required)

• Certified Professional in Healthcare Quality (CPHQ)
• CPR and First Aid Certification

Job Types: Full-time, Part-time

Pay: $17.75 - $18.45 per hour

Schedule:

• Day shift
• Monday to Friday

Work Location: Hybrid remote in Greensboro, NC 27407

Salary : $18 - $18