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Quality Assurance Assistant

Company: Chenega Corporation
Location: Maryland
Posted on: August 6, 2022

Job Description:

SummaryChenega is seeking to hire an experienced Quality Assurance Assistant who will ensure that the Integrated Referral Management and Appointing Center (IRMAC) meets specific thresholds for acceptability for both external and internal data quality.Our company offers employees the opportunity to join a team where there is a robust employee benefits program, management engagement, quality leadership, an atmosphere of teamwork, recognition for performance, and promotion opportunities. We actively strive to channel our highly engaged employee's knowledge, critical thinking, and determination to innovate scalable solutions for our clients. Responsibilities

  • Assist the call center during high-volume days/times with phone support.
  • Research MICA reports that are created in Excel for possible misbookings (MICAs).
  • Append MICAs from MICA reports to MICA Database in Microsoft Access, located on SharePoint.
  • Update daily misbooking and staff misbooking totals, via the MICA report on SharePoint.
  • Data Entry of the Customer Feedback Server.
  • Review and update pertinent documents.
  • Report Opportunities for improvement (MICAs/Misbooked Appointments).
  • Research Telephone Agent Quality via CHCS (upon request).
  • Follow-up on immediate concerns and clinic updates (upon request).
  • Research clinic protocols and update information (upon request).
  • Utilizing a database, use MICA reports that are created in Excel - to append daily historical information to Microsoft Access -.
  • Daily reporting of staff misbookings, via the MICA report, located on the SharePoint to Team Leads, Floor Supervisors and Appointing Chief.
  • Streamlining data collection processes and verifying data formats as necessary to improve efficiency of retaining significant data.
  • Assist QA Specialist with daily reporting of staff misbookings from previous work day transactions via the MICA Report (Excel charts) located on SharePoint (local intranet) to Team Leads, Supervisors, and Appointing Chief.
  • Assist QA Specialist as needed with daily monitoring of incorrect telephone consults reported from clinics and disseminating follow up to staff as appropriate.
  • Share ideas with QA Specialist on streamlining data collection processes and verifying data formats as necessary to reduce data collection burden while retaining significant data.
  • Assist QA Specialist as needed providing monthly summaries of quality performance statistics to IRMAC leadership -- Floor Supervisors and the Chief of Operations and Team Leads.
  • Assist QA Specialist as needed summarizing Agent's individual performance trends and reporting results to IRMAC leadership upon request.
  • Troubleshooting appointing concerns with clinics at other MTFs in the NCA.
  • Daily dissemination of clinic information to IRMAC staff.
  • Assisting with staff training.
  • Assist the QA Specialist 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.
  • Other duties as assigned Qualifications
    • Must have an Associate's degree or (4) years' experience in a medical environment and any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position working in a MHS RM or Call Center.
    • If education or experience is used to meet the specialized requirements of this position, it must be directly related to Quality Assurance.

Keywords: Chenega Corporation, Albany , Quality Assurance Assistant, Other , Maryland, New York

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