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Job Requirements of QA Associate:
-
Employment Type:
Contractor
-
Location:
Pittsburgh, PA (Onsite)
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QA Associate
Careers Integrated Resources Inc
Pittsburgh, PA (Onsite)
Contractor
Job Title: QA Associate
Location: Pittsburgh, PA
Duration: 3 Months+ (Possible for Extension)
Shift Time: 8 AM - 4:30 PM Mon - Fri
Job Description:
What we need from you:
Location: Pittsburgh, PA
Duration: 3 Months+ (Possible for Extension)
Shift Time: 8 AM - 4:30 PM Mon - Fri
Job Description:
- The Operations Quality Assurance Associate I will evaluate work completed by Operations agents aProductst program SOPs, WINs, business rules, and other program-related documents for adherence to expectations outlined in the documents.
- The QA Associate must be able to use objective decision-making and critical thinking skills to determine whether audited work meets internal and external expectations.
- The Operations Quality Assurance Associate will be a subject matter expert for their respective assigned business unit(s) and will utilize analytical skills to analyze data, processes, and workflows to provide insightful, actionable coaching for the Operations Agents.
- Coach Operations agents (peer to peer) on areas of opportunity for improvement found during evaluations, collaborate with training for Operations agents (i.e., new hire, refresher, and nesting training)
- Performs and documents results of all quality assurance evaluations on all operational products and services, including (but not limited to) benefit verification cases, patient assistance cases, software support calls/emails, inbound calls from patients or health care providers, data entry, etc.
- Participates in internal, vendor, or client calibration meetings as required to address quality initiatives but does not lead them.
- Identifies and escalates critical quality issues appropriately to senior management.
- Assists with other QA-related functions and responsibilities as needed to meet department and company goals.
- Availability to work occasional evening and/or weekend hours to meet company and departmental goals as the business need arises.
- Auditing work completed by Operations agents.
- Sending feedback to Operations leadership on agent performance
- Attending meetings, helping with data analysis, and other duties as assigned.
What we need from you:
- Highschool or relevant experience
- 1 – 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at or equivalent experience in a similar role in another company, or 1 – 3 years of prior quality control experience
Moderate Excel ability (data validation, data entry, tables, simple formulas). - Experience with technical writing (e.g., SOPs, User Manuals, Work Instructions), typing, and PowerPoint ability.
- Knowledge Solid working knowledge of quality-orientated services such as accuracy management, performance metrics, customer experience/satisfaction, healthcare benefits, and SOP execution.
- Health Care Experience is required, specifically claim processing, contact center, benefit verification, or similar industry experience. Call Center and/or Claim Processing experience is a plus.
- Problem-solving, results-oriented, active listening, and high attention to detail.
- Monitor telephone calls and communications between The Customer and The Customer Care Center.
- A strong understanding of empathy across the Customer Care Center is required in all patient interactions.
- Ensure provision of exceptional customer service required in customer care case management engagement. Work in a matrix environment requiring strong collaboration skills.
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