What are the responsibilities and job description for the Quality Assurance Specialist position at Volunteers Of America Western Washington?
Job Details
Description
About VOAWW:
Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.
Benefits (Full time)
- Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
- Competitive compensation
- Holidays: 8 paid per year 2 paid floating holidays
- Medical, Dental, and Vision
- Health Savings Account (HSA)
- Flexible Savings Account (FSA) medical & dependent care
- Free Employee Assistance program
- 403(b) Retirement Plan matching
- Professional Development opportunities
About Care Crisis Response Services (CCRS):
CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.
General Function:
This position provides feedback for clinical telephonic, chat, and text contacts at a large crisis center by conducting regularly scheduled reviews of client contacts in accordance with agency and program policies as well as state and federal rules and regulations for behavioral health crisis services. The quality assurance specialist supports the operations and training teams to improve the experience of individuals utilizing regional and statewide crisis lines for emotional support and must thrive in a fast-paced environment, demonstrate flexibility, and is passionate about helping vulnerable populations through improving customer service.
Principal Activities:
- Works with the Behavioral Health management team to ensure protocols and practices are conducted according to contractual guidelines and best practices
- Evaluate inbound and outbound call recordings to assess counselor’s customer service skills and compliance with program and contractual requirements to provide weekly feedback to individual staff as well as generalized feedback to overall program service delivery
- Live-monitor and score calls for compliance and overall quality
- Review clinical documentation for appropriateness, congruency, and accuracy
- Conduct reviews of Electronic Health Record coding to increase precision
- Identify training needs and collaborate with the training team
- Assist the training team to create and implement staff coaching plans
- Ensure adherence to risk assessment standards
- Create monthly/quarterly trend reports
- Assist in preparation for and participate in successful contract audits
- Work closely with program managers and coordinators to improve customer service
- Participate on the complaint and grievances review panel
- Other duties and projects as assigned
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Qualifications
Qualifications:
- Bachelor’s Degree in Behavioral Social Science, Human Services or related field required
- Registration as an Agency Affiliated counselor in Washington State is mandatory
- 1-3 years quality assurance experience with experience call monitoring in a call center preferred
- Excellent verbal and written communication skills
- Ability to improve customer service with a trauma informed approach
- Solid ability to multi-task, apply critical thinking skills and seek out information until a solution is implemented
- Flexible and strong attention to detail
- Strong active listening skills
- Team player, with the ability to provide full transparency through open communication
- Highly organized and self-directed; ability to prioritize initiatives to meet deadlines
- Experience working in an educational/teaching setting is a plus
Equal Employment Opportunity Statement:
We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.
Salary : $30 - $33
