Contact Center Quality Assurance Specialist

Contact Center Quality Assurance Specialist

HealthCare Support is actively seeking a Contact Center Quality Assurance Specialist to fill an opening with the one of the leading Home Healthcare Provider in the US in Ridgewood New York 11385.

Daily Responsibilities for Contact Center Quality Assurance Specialist :

• Complete Quality validation calls to participants, providers, and home care agencies to confirm that all services requested were received. Capture and modify any data missing by the PACE staff who submitted the original request and communicate to all parties key updates to ensure that deliverables are achieved for the participant.
• Completion of assessment and coordination notes into Care Compass EMR database related to participant home care services received, supplies delivered, nursing duty sheets, and other data management as necessary.
• Assist the Pace Services Coordinator Supervisors with a variety of tasks, including but not limited to, providing training to staff, managing, and handling escalated calls as needed.
• Manage and prepare confidential information, such as patient services and data summaries, quality assurance reports, root cause analysis, the financial impact of errors, etc. and use any / all sources of information (ie. Staff documentation errors, missing information in Care Compass, validation calls, grievances, etc.).
• Provides analysis reports of data information to management and prepares recommendations for review and / or changes to ensure higher quality standards of deliverables are met.
• Coordinate and execute, with staff managers, training, and continuous workflow improvements with Pace Service Coordination staff. At times, will be responsible to coach / mentoring staff who demonstrate a significant number of documentation or assessment management errors.
• Inspects participant's requests submitted by PACE Service Coordinators and site-associated Care Delivery department to ensure deliverables are received, customer satisfaction, and data information is entered correctly and timely.
• Post-inspection : conduct an evaluation and assessment of patterns, frequency, and summary of errors and / or gaps in goods, services, equipment, etc. Determine if errors are outliers or systemic issues and conduct root cause analysis.
• Setting : Remote, training will be in-person; Schedule : Monday - Friday 9 : 00am-6 : 00pm

Required Qualifications for Contact Center Quality Assurance Specialist :

Benefits for Contact Center Quality Assurance Specialist :

Interested in being considered?

If you are interested in applying to this position, please click Apply Now for immediate consideration.

For additional consideration, please email a copy of your resume to leslie.quijano@healthcaresupport.com with your phone number, the job title and location, and our recruiters will reach out.

Healthcare Support Staffing, LLC is an equal employment opportunity employer and will consider all qualified applicants without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other characteristic protected by applicable local, state, or federal law.

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Salary : $18 - $19