Specialist, Total Quality Management

Overview

Who we are...

Ciox Health merged with Datavant in 2021, creating the nation's largest health data ecosystems, powering secure data connectivity on behalf of thousands of providers, payers, health data analytics companies, patient-facing applications, government agencies, research institutions and life science companies. The combined company is focused on improving patient outcomes and reducing costs by removing impediments to the secure exchange of health data. Ciox, a Datavant company will offer the ability to access, exchange, and connect data among the thousands of organizations in its ecosystem for use cases ranging from better clinical care and value-based payments to health analytics and medical research.

What we offer…

At Ciox Health we offer all employees a place to grow and expand their current skills to create a career that you can be proud of. We offer you complete training and long-term career goals. Our environment is what most of our employees are the proudest of. Give us just a few moments to explain why we need you and hope you will help us change how the health Industry manages its’ medical records.

What we need…

As CIOX HEALTH’s Total Quality Management (TQM) Specialist, you will be responsible for performing call quality audits to ensure accurate information is communicated to Providers, and agents are achieving quality expectations. The TQM Specialist will also help drive operational excellence by performing internal quality audits and establishing/improving on standard operating processes. The Total Quality Management Specialist serves as a Subject Matter Expert (SME) on quality best practices, client and business requirements and audit protocols.

Responsibilities

What You Will Do...

• Monitor and evaluate inbound and outbound calls to ensure quality, customer service, and adherence to CIOX policies and procedures
• Participate in routine calibration sessions that foster a consistent and reliable assessment of team member’s skills and behaviors
• Provide coaching and feedback to individual team members
• Participate and support refresher training as needed on quality monitoring methods, tools, facilitation skills, and product features
• Collaborate with Contact Center Leads to address individual call quality performance issues and provide monthly reports to individual team members on performance
• Review and update department call scripts and job aids as needed
• Identify and resolve any learning or process gaps for call handling
• Attend daily department team huddles
• Other tasks and responsibilities as assigned

Qualifications

What You Need...

• High school diploma or equivalent
• 2 year of experience in medical records, medical record coding or a related field, preferred
• Prior outbound/sales/call center experience in the areas of training or call quality required
• Understanding of medical terminology and HIPAA medical privacy regulations, preferred
• Proficient time management, problem solving and analytical skills
• Self-motivated and dependable – must excel in a minimally supervised role
• Schedule flexibility; schedule may include hours outside of normal shift and weekends

What Makes You Stand Out

• Exceptional attention to detail with high level of accuracy
• Experience meeting changing requirements/priorities, and meeting deadlines
• Ability to deal with personnel at all levels, exercise discretion of all confidential health information, and ensure compliance with HIPAA standards
• Ability to multi-task with high degree of organization and time management skills
• Proficiency in Microsoft Office, especially Excel and PowerPoint
• Appreciation and understanding of the medical record retrieval industry
• Clear and concise verbal and written communication skills
• Ability to work autonomously in a fast-paced environment

To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc.  Any requests to be exempted from these requirements will be reviewed by Ciox Human Resources and determined on a case-by-case basis.  Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.

For remote work, this position requires that you provide a high-speed internet connection, subject to applicable expense reimbursement requirements (if any), and a work environment free from distractions.

With very limited exceptions (medical conditions or sincerely held religious beliefs that prohibit you from getting the vaccine), one of the requirements for this job is that you be fully vaccinated against COVID-19. 

*Except for states where legally prohibited to enforce mandates.

Pay ranges for this job title may differ based on location, responsibilities, skills, experience, and other requirements of the role. The estimated pay range for this role is $19- $21 per hour. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Equal Pay Act Minimum Range

Salary : $19 - $21