QA Speciaist I (Call Center)

Ivyhill has an immediate need for Quality Assurance (QA) Specialist I for its project located in Bethesda, MD. The qualified candidate will perform QA tasks in call center environment to ensure our customer meets specific thresholds for acceptability for both external and internal data quality for the National Capital Region (NCR).

Duties and Responsibilities

1. Will listen to call center agents' phone calls to determine patient experience. A total of thirty (30) inbound calls, from a minimum of 10 different agents, selected at random, will be surveilled monthly
2. Assist the call center during high-volume days/times with phone support.
3. Research MICA reports that are created in Excel for possible mis-bookings (MICAs).
4. Append MICAs from MICA reports to MICA Database in Microsoft Access, located on SharePoint.
5. Update daily mis bookings and staff mis booking totals, via the MICA report on SharePoint.
6. Data entry of the Customer Feedback Server.
7. Review database for mis-bookings. Review mis-bookings and provide findings/resolution to customers/leadership.
8. Review and update pertinent documents.
9. Report opportunities for improvement (MICAs/Mis-booked Appointments).
10. Research Telephone Agent Quality via MHS-GENESIS (upon request).
11. Follow-up on immediate concerns and clinic updates (upon request). Provide responses to email about resolution of mis-bookings.
12. Research clinic protocols and update information (upon request).
13. Utilize a database, use MICA reports that are created in Excel to append daily historical information to Microsoft Access.
14. Daily reporting of staff mis-bookings, via the MICA report, located on the SharePoint to Team Leads and Leadership. Monitor agents’ phone calls to determine accuracy of information and service provided. Inform Team Leads on any inaccurate information/and or impolite service.
15. Streamline data collection processes and verifying data formats as necessary to improve efficiency of retaining significant data.
16. Daily reporting of staff mis-bookings from previous workday transactions via the MICA Report to Team Leads and Leadership.
17. Daily monitoring of incorrect telephone consults reported from clinics and disseminating follow up to staff as appropriate. Monitor agents’ phone calls to determine accuracy of information and service provided. Inform Team Leads on any inaccurate information/and or impolite service.
18. 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.
19. Provide QA Specialist summaries of quality performance statistics to Team Leads and Leadership.
20. Assist QA Specialist II as needed summarizing Agent’s individual performance trends and reporting results to Leadership upon request.
21. Assist with staff training.
22. Assist the QA Specialist II with fostering collaboration with Leadership and outside organization to improve the quality of workflow and processes to ensure compliance with established work standards, policies, and procedures.
23. Complete all monthly Agent reviews in conjunction with the Lead Agents and Floor Supervisory Team by the 15th of the month following the review.
24. Develop and implement Performance Improvement Plans (PIPs) for Agents who fail to meet monthly standards, to include next steps for coordination with Floor Supervisors and Lead Agents.
25. Monitor desktop applications for staff members to ensure proper usage and provide trending reports to maximize productivity.
26. Troubleshoot technical issues such as: Network connectivity, Call Routing, and System down scenarios.
27. 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.

Requirements

Qualified candidate will possess an associate degree or a minimum of 1 year of 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 Call Center. Qualified candidate must:

1. Be able to read, write, speak, and understand English.
2. Be familiar with medical terms used to describe the human system.
3. Have experience using the MHS GENESIS.
4. Possess an understanding of statistics.
5. Be proficient with computers and be familiar with Microsoft Word, Excel, PowerPoint, Outlook and Access.
6. Have excellent communication and interpersonal skills.
7. Have strong verbal and written communication, and interpersonal skills as well as the ability to confer with Executives on specific program goals.
8. Have the ability to develop, organize, and evaluate data to facilitate reports for Leadership, Team Leads and other stakeholders as requested.
9. Have an understanding of basic Medical Terminology, a Basic Medical Terminology Course is preferred but not required.
10. Related experience with DoD and the military through prior work experiences preferred.
11. U.S. Citizenship required.

This posting closes Tuesday, 10/08/2024 at 6:00 PM.

Benefits

Ivyhill has a competitive benefits program which includes medical, dental and vision; Life and AD&D insurance; Short- and Long-Term Disability; supplemental Life insurance and a 401(k) Plan.

Ivyhill 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.