Quality Assurance (QA) Specialist I (Bethesda,MD)

Quality Assurance (QA) Specialist I

Ivyhill is currently seeking to hire a Quality Assurance (QA) Specialist I to support its contract with the Integrated Referral Management and Appointing Center (IRMAC), the National Capital Regions' premier coordinating authority for appointing and referral management.

The QA Specialist I will ensure that the IRMAC meets specific thresholds for acceptability for both external and internal data quality.

This is an onsite employment opportunity.

Duties and Responsibilities :

• Listen to Call Center Agent calls to determine patient experience. Will surveil thirty (30) inbound calls from a minimum of 10 different agents and thirty (30) outbound calls from a minimum of 10 different agents, selected at random monthly.
• Research MICA reports for possible mis-bookings (MICAs).
• Append MICAs from MICA reports to MICA Database.
• Update mis-bookings daily and staff mis-booking totals, via the MICA report.
• Data input of the Customer Feedback Server.
• Review database for mis-bookings and provide findings / resolution to customers / leadership.
• Review and update pertinent documents.
• Report opportunities for improvement (MICAs / Mis-booked Appointments).
• Research Call Center Agent quality via MHS-GENESIS.
• Follow-up on immediate concerns and clinic updates (upon request). Provide responses regarding resolutions of mis-bookings.
• Research clinic protocols and update information.
• Utilizing a database, use MICA reports to append daily historical information.
• Daily reporting of staff mis-bookings, via the MICA report and incorrect consults reported from clinics, to Team Leads, Floor Supervisors and Appointing Chief. Monitor Call Center Agents phone calls to determine accuracy of information and service provided. Notify Team Leads on any inaccurate information / and or impolite service.
• Streamlining data collection processes and verifying data formats as necessary to improve efficiency of retaining significant data.
• Share ideas with QA Specialist II on streamlining data collection processes and verifying data formats as necessary to reduce data collection burden while retaining significant data.
• Provide QA Specialist II summaries of quality performance statistics to IRMAC Leadership, Appointing Chief, Floor Supervisors and Team Leads.
• Assist QA Specialist II as needed summarizing Call Center Agent's individual performance trends and reporting results to IRMAC Leadership upon request.
• Assist QA Specialist II with fostering collaboration with IRMAC Leadership and outside organizations to improve the quality of workflow and processes to ensure compliance with established work standards, policies, and procedures.
• Complete all monthly Call Center Agent reviews in conjunction with Team Leads and Floor Supervisors by the 15th of the month following the review.
• Assist with developing and implementing Performance Improvement Plans (PIPs) for Call Center Agents who fail to meet monthly standards, to include next steps for coordination with Floor Supervisors and Team Leads.
• Monitor desktop applications for IRMAC staff members to ensure proper usage and provide trending reports to maximize productivity.
• Assist with monitoring the Patient Appointments Call Center systems i.e., Interactive Voice Response System, ACD, and the AVAYA Report system and report any deviance to the PM.
• Assist with staff training.
• Assist the call center during high-volume days / times with phone support.
• Other related duties as assigned.

(Candidates who reside in a qualified HUBZone area are a plus.)