Quality Assurance Specialist
AssistRx
full-time
Posted on:
Location Type: Remote
Location: Arizona • Florida • United States
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About the role
- Conduct a minimum of 8 quality reviews per associate per month. Monitor processes including call handing to ensure program KPIs and established quality guidelines are met.
- Auditing 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.
- SME for all aspects of the program(s) to determine areas of concern as well as opportunities to streamline processes and eliminate errors.
- Upon notification of program enhancements, assist with developing associate training materials and participate in training sessions ensuring associates understand how the program enhancement will impact the quality review/score.
- Monitoring program AE’s and present findings to management for immediate review and reconciliation.
- Providing support to program team on periodic department audits.
- Additional responsibilities as needed based on department, program, and project requirements.
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.
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality reviewsauditingchartingquality score reportsservice trends analysistraining material developmentprogram enhancement implementationdepartment audits
Soft Skills
collaborationcommunicationproblem-solvingattention to detail
Certifications
Bachelor’s DegreeRegistered Nurse (BSN or RN)