QUALITY ASSURANCE SPECIALIST 2

Zimmerman Associates, Inc. (ZAI) is currently seeking to hire a Quality Assurance Specialist 2 to support a government contract bid in the Bethesda, MD area. This is an onsite employment opportunity. However, consideration will be provided for teleworking after the successful completion of 120 days onsite.ROLE AND RESPONSIBILITIES: The Quality Assurance Specialist 2will be responsible for providing oversight and management of the activities in the Referral Management and Appointing Center to ensure exceptional customer service to beneficiaries seeking medical appointments.QUALIFICATIONS/SKILLS AND EXPERIENCE:• Associate degree or a minimum of 2 years’ experience (directly related to Quality Assurance) 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 Military Health System (MHS) Referral Management (RM) or Call Center. • U.S Citizenship required as well as ability to obtain a Public Trust Clearance.• Demonstrated experience using MHS Genesis Revenue Cycle appointing software.• Good numerical skills and an understanding of statistics.• Effective communication and people skills.• Basic knowledge of human anatomy and physiology.• Knowledge of medical terminology used to describe the human system.• Proficient in computer applications and standard office administrative practices and procedures to support the administrative work of the office.• Superior customer service skills.• Excellent organizational skills, i.e., ability to manage time effectively, prioritize tasks, set goals, and implement plans for achieving those goals while maintaining a positive attitude in the workplace.• Strong math skills and ability to perform statistical analysis.• Knowledge of Military Health Care System, TRICARE, Medicare, release of medical information and legal ethics.• Knowledge of Microsoft Suite of Products, including Word, Excel, PowerPoint, and Access. • Knowledge of Call Center metrics, agent behaviors and other factors that affect queue and adherence reporting.• Ability to manage a Team, QA assistant, and work independently at home with minimal virtual supervision.• Strong familiarity with and understanding of - GENESIS, TRICARE Region 1 Policies, and Department of Defense Health Affairs guidance.• Excellent analytical and abstract reasoning skills in developing, organizing, and evaluating data to facilitate reports for IRMAC leadership, Team Leads and other stakeholders as requested.• Adaptability skills to respond quickly to changing ideas, expectations trends, strategies, and other processes in the workplace environment.• Ability to manage and utilize multiple complex microcomputer systems for appointment scheduling.• Must have strong verbal and written communication skills and the ability to exercise sound judgment.• Related experience with DoD and the military through prior work experiences preferred.ESSENTIAL TASKS:• Review, revise, and standardize SOP format for all protocols to ensure that they remain current and applicable. Disseminate revisions to the NCR Clinics.• Redesign and/or implement enhanced reporting standards and processes as appropriate to ensure they are effective to support the improvement and changing needs of the operations.• Integrate clinic protocol documents into a single SOP to enhance efficiency and optimize procedures used in the Appointing process.• Provide daily communication updates to IRMAC staff.• Scrub future scheduled appointments for invalid and/or incorrect information and ensure that all required corrections are made prior to the patient arriving at their appointment.• Weekly reporting of mis-bookings and resolution to the PM and IRMAC director.• Daily reporting of staff mis-bookings from previous workday transactions via the MICA Report to Call Center Team Leads.• Daily monitoring of incorrect telephone Consults reported from clinics and disseminating follow up communication to staff as appropriate.• Document bi-weekly mis-bookings trends and statistics of IRMAC staff.• Streamline data collection processes and verify data formats as necessary to reduce data collection burden while retaining significant data.• Provide monthly summaries of quality performance statistics to IRMAC leadership• Daily dissemination of clinic information to IRMAC staff.• Provide insight into Appointing concerns to the IRMAC leadership upon request.• Assist with staff training.• Monitor all operations that affect quality.• Provide PIP for personnel who require retraining.• Ensure that all external and internal requirements are met before our data and newly designed databases and websites reach our customer.• Review and participate in establishing standards and policies governing customer interactions and implement appropriate monitoring programs.• Facilitate proactive solutions by collecting and analyzing quality data.• Keep records of quality reports, statistical reviews, trend data, and relevant documentation and provide these in the form of actionable data to the site management team and various internal support groups as needed.• Participate in customer and client listening programs and identify customer expectations and needs.• Provide QA feedback to the Call Center Team Leads and IRMAC Leadership.• Manage, measure, and mentor a team of Quality Assurance Assistants to meet the objectives of the department.• Maintain consistent weekly calibration and monthly check-ins with QA Specialist and share progress updates, audit results, calibrate as needed, etc.• Track/distribute Customer Satisfaction Reports to Lead Patient Appointment Coordinators and Leadership.• Monitor desktop applications for IRMAC staff members to ensure proper usage and provide trending reports to maximize productivity.• Monitor the Patient Appointments Call Center systems i.e., Interactive Voice Response System, ACD, and the AVAYA Report system.ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status or any other legally protected status. #INDSPN