Quality Assurance Specialist

AssistRx • Orlando, FL

140d

About The Position

This role is responsible for leading the daily tasks associated with the company’s Patient Solutions call monitoring, scoring, and reporting as well as system data entry quality. Within this role, the Quality Assurance Specialist serves customers by identifying, analyzing, and developing improvements in productivity, quality, internal team relationships, and customer service. The Quality Assurance Specialist regularly provides support to the department managers and director to effectively maintain program operations and goals.

Requirements

• Previous call center experience participating in quality call and system audit performance reviews preferred.
• Previous experience in patient support/patient assistance and/or financial access programs preferred.
• Bilingual – Spanish preferred.
• Bachelor’s Degree or Registered Nurse (BSN or RN) a plus.

Responsibilities

• Conduct a minimum of 8 quality reviews per associate per month.
• Monitor processes including call handling to ensure program KPIs and established quality guidelines are met.
• Audit case records to ensure proper charting and interactions are documented appropriately against the established quality guidelines.
• Prepare quality score reports by associate, team and/or program for management review on a weekly and monthly basis.
• Identify service trends and collaborate with management to ensure and promote adherence to Patient Solutions and support guidelines within assigned areas.
• Serve as SME for all aspects of the program(s) to determine areas of concern as well as opportunities to streamline processes and eliminate errors.
• Assist with developing associate training materials and participate in training sessions upon notification of program enhancements.
• Monitor program AE’s and present findings to management for immediate review and reconciliation.
• Provide support to program team on periodic department audits.
• Perform additional responsibilities as needed based on department, program, and project requirements.

Benefits

• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees