Quality Assurance Specialist

Job Description:

The Contact Center Quality Assurance Specialist Auditor works closely with the supervisors, manager, trainers and team members to ensure high quality service to patients by focusing on internal quality assurance within the PSC team. Catalyst for process improvements to gain efficiencies, save costs, and support Superior Service to patients.

Position Details:

This is an on-site position located at the Nevada Central Office. Incumbent will work Monday-Friday from 8:30am-5:00pm.

Essential Functions:

• Receives incoming calls during peak times and provides superior customer service that is consistent with policies, company values and quality standards.
• Responsible for all actions/responsibilities as described in company controlled documentation for this position
• Ensures the provision of Superior Service to customers through various continuous quality improvement efforts related to issues involving workflows, processes, training and documentation. Identifies service deficits and potential areas for improvement.
• Advises supervisor of areas of improvements then discusses and creates action plans for improvement.
• Coordinates with supervisor on any training issues identified through this process, including developing and/or delivering training to team members through various methods. Meets with team to discuss issues and educate for improvement. Maintains tracking records of issues and resolution.
• Audits phone calls and educates caregivers on correct policies, standard operating procedures, scripting and workflows. Assesses work styles, makes recommendations for changes to establish best approach in an effort to achieve improved call response and handling time, availability, and call flow to ensure the provision of Superior Service. Sets weekly goals for improvement and reviews results with supervisor.
• Participates on quality committees to improve issues relating to workflow processes, training and documentation. May participate on committees to design and implement system enhancements and upgrades to ensure quality of associated workflow processes, training and documentation.
• Develops and facilitates training related to workflow processes and procedures. Assists in the education of caregivers by answering questions regarding policies, standard operating procedures, scripting and workflows
• Attends team meetings and trainings as needed to stay current on policies, procedures and guidelines. Maintains current knowledge and is conversant on general plan design and modifications to provide accurate and appropriate information.
• Performs other duties and responsibilities as assigned.

Minimum Qualifications:

• High School Diploma or GED. Education will be verified.
• 1 year of PSR experience
• Demonstrated intermediate skill in spreadsheets and word processing.
• Ability to document all call information according to standard operating procedures
• Proficient in medical system applications
• Proficient in Microsoft Office applications
• Ability to manage difficult or conflict situations constructively and seek appropriate assistance
• Excellent interpersonal, verbal and written communication skills
• Good customer service orientation
• Strong initiative and solid judgment abilities/skills

Preferred Qualifications

• 1 year in a leadership type role (lead, supervisor)
• 2 years’ experience in a call center or customer service setting

Physical Requirements:

Hearing, speaking, seeing, manual dexterity.

Location:

Nevada Central Office

Work City:

Las Vegas

Work State:

Nevada

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$19.27 - $29.33

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

All positions subject to close without notice.