Quality Monitoring Analyst
About The Position
Inizio Engage has a long-standing partnership with a leading Biotechnology company across Commercial, Patient Solutions and Medical Affairs businesses. Review calls, Adverse Event (AE) and Product Quality Complaint (PQC) reports/cases and associated documentation completed by Call Center staff to ensure adherence to Good Documentation Practices (GDP), regulatory requirements and client guidelines. Provide coaching, feedback and training to staff. Assist with Quality Assurance (QA) implementation and enforcement as assigned, including conducting and tracking the completion of internal audits.
Requirements
- Current RN License Required
- Proficient in Microsoft Outlook, Word, Excel and PowerPoint
- Exceptional verbal and written communication skills
- Ability to prioritize and organize workflow activities in a fast paced environment
- Strong organizational and analytical skills
- Ability to multi task
- Critical thinking and problem solving skills
- Detail oriented
- Ability to join frequent meetings and calls without disruption or disconnecting.
Nice To Haves
- Bachelor’s degree or related work experience preferred
- Quality monitoring experience is strongly recommended.
- Training and coaching experience is preferred
Responsibilities
- Conduct call and data case quality monitoring for program team using quality monitoring guidelines.
- Document and score the results of each report/case review and call monitoring in the Quality Management System (QMS) to provide timely feedback to the Call Center staff members specialists.
- Attend call monitoring and case review calibration sessions with the client and program management team.
- Identify and share with program leadership trends in quality performance identified through quality monitoring.
- Support new agent certification and quality monitoring requirement.
- Provide one-on-one coaching to staff regarding quality monitoring.
- Collaborate with Corporate Project Trainer and leadership to develop and provide quality related training for Call Center staff specialists.
- Participate in discussions with the Quality Monitoring team relative to project requirements and product and safety knowledge.
- Work as a team to improve processes and procedures, and perform ad hoc projects for the program team as assigned.
- Assist with any/all quality activities and reporting as requested by the program team.
- Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).
Benefits
- medical, dental, and vision coverage
- accrued paid time off
- 401(k) with company match
- disability and life insurance
- paid maternity and paternity leave
- Company-paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
