Quality Assurance Specialist

Owings Mills, MD, United States

Job Details

Job Location

Patient Assistance Center - Owings Mills, MD

Remote Type

Fully Remote

Position Type

Full Time

Education Level

High School

Salary Range

$19.00 - $25.00 Hourly

Job Category

Customer Service

Description

Are you interested in making a difference in patient care? Learn about our unique culture of respect, growth, innovation, the best patient care, and how we give back to the community.

At United Urology Group , our employees are at the heart of our mission and have incredible opportunities to impact our patients' lives with their urologic care.

We foster a culture that thrives on compassion, teamwork, integrity, and diversity, all of which start with our staff!

We deliver a cohesive approach to urologic care that provides patients with access to experienced specialists, a superb team of healthcare professionals, and the most advanced technology for patient treatments and therapies.

We offer competitive salaries and a great work/life balance: enjoy your weekends!

UUG offers outstanding benefits, including tuition reimbursement, health, dental, and vision insurance, corporate discounts, and much more!

United Urology Group is regarded as the leading urology network in the country. Our Urology Group Affiliates consist of Chesapeake Urology, Arizona Urology- Phoenix & Scottsdale, Arizona Urology Tucson, Colorado Urology & Tennessee Urology.

The Quality Assurance Specialist is responsible for monitoring, reviewing, evaluating, and proposing detailed measures to correct or improve the PAC processes to meet the established quality standards of the PAC operations.

Primary Duties & Responsibilities:

Monitor and evaluate inbound calls, chats, and booked appointments to assess employee demeanor, accuracy, and conformity to company policies and procedures.

Organize and participate in internal site and client calibration sessions; prepare and complete reports to provide feedback on requirements.

May attend team meetings as necessary to cover various topics related to PAC processes.

Will partner with process improvement and training on various initiatives.

Create and deliver a training curriculum, identify process improvements, improve customer experience, and grow the business.

Review booked patient appointments to ensure that the patient was scheduled with the correct physician within the appropriate time frame.

Provide clear tracking and documentation on errors found during patient appointment reviews.

Work closely with Managers to identify team/individual trends/issues and help with developing action plans to help improve performance.

Participate in and/or facilitate group sessions focusing on process improvement to support and enhance the quality culture of the PAC.

Ability to read and interpret policies and procedures in order to quickly adapt to and reinforce updates.

Proactively communicate quality trends of the PAC by proposing or developing Quality Tips, requesting Job Aids, and clarifying procedures.

Proactively create and maintain a call library of various call types in our Quality Management System so that they can be easily shared with others.

Perform special monitoring of individual Specialists or projects as needed.

Identify performance issues/trends and review with Management staff.

Monitor newly hired associates and provide the Trainer with constructive feedback for improved quality performance and work with the Trainer to create actions/plans to help improve performance.

Achieve and maintain Quality Assurance KPIs set by Management.

Support Contact Center interactions during peak busy times at an acceptable level.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Qualifications

Qualifications:

2-year college desired or equivalent work experience.

1-2 years of contact center customer service experience, preferably in a healthcare environment.

Reporting and Analytical Skills.

One (1) year of experience in a similar position preferred.

Call center experience is a plus.

Knowledge, Competencies & Skills:

Excellent customer service skills.

Attention to detail and willingness to learn.

Proficient knowledge of medical terminology.

Strong communication skills, both verbal & written.

Proficient computer software and database skills.

Comfortable working in a fast-paced environment.

Multitasking and proactive problem-solving.

Proven history of meeting/exceeding service standards.

Strong Time Management and Organizational Skills.

Demonstrated knowledge of urology disease states.

Strong typing and computer skills.

Ability to establish and maintain working relationships with peers and management.

Great interpersonal skills in dealing with a diverse population.

Open, honest, and empathetic manner when dealing with people.

Ability to perform repetitive tasks while maintaining flexibility in a fast-paced production environment.

Ability to work and complete projects without supervision, self-motivated.

Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.

Tech Requirements for the Job:

High-speed, reliable internet connection to ensure uninterrupted communication and access to necessary systems and tools.

Quiet and private work environment to maintain the confidentiality of patient information and minimize background noise during calls.

Proficiency in using remote collaboration tools, such as video conferencing software, instant messaging platforms, and customer relationship management systems.

Compliance with all security and privacy policies and protocols, including safeguarding patient information and maintaining HIPAA compliance.

Direct Reports:

N/A.

Travel:

This position does not require any travel.

Physical Requirements for the Job:

Ability to type a minimum of 40 words per minute.

Able to sit, stand, and or walk throughout the day.

Intermittently required to stoop, bend, speak, and listen.

Equal Opportunity Employer: United Urology Group and its affiliate practices are an equal opportunity employer. We do not discriminate based on race, color, religion, age, sex, national origin, disability, veteran status, or sexual orientation.

The successful candidate(s) for any UUG position will be subject to a pre-employment background check.

Actual compensation offered to candidates is based on work experience, education, and/or skill level.

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