Quality Assurance Specialist

Job Details

Description

Position: Quality Assurance Specialist – Member Services

The Quality Assurance Specialist plays a vital role in the adherence to the process of scheduling visits and call flow on all transactions and interactions with our patients and members. The goal is to ensure that all transactions are completed in an efficient, accurate, and customer-centric manner. This role will require quality monitoring, scoring and delivery of feedback to all member services team members and leadership. They will act with integrity as it relates to employee data, reporting, and record keeping. This person will also partner heavily with other teams across Monogram Health, including Operations, often solving issues, providing insight, and acting in real-time.

The ideal candidate is customer-focused, detail-oriented and passionate about providing the best possible experience to all customers while thriving at times in ambiguity.

Responsibilities

• Perform Quality evaluation reviews through recorded calls and real-time
• Ensure that standards are observed during each evaluation
• Make recommendations for improvement
• Create training materials for remedial/up trainings
• Document quality assurance activities and create audit reports
• Ensure accuracy and timeliness in meeting internal and external stakeholders’ expectations and deadlines
• Collaborates with members of the Care Center and leadership on assigned projects and responsibilities

Position Requirements

• 1-3 years of experience in Quality Assurance or similar role
• 1-3 years Call Center Experience preferred
• Working knowledge of tools, methods and concepts of quality assurance
• Good communication skills, both verbal and written
• Strong attention to detail
• Solid data collection and analysis skills
• Relevant training and/or certifications as a Quality Assurance Specialist
• High familiarity with all Microsoft Office suite products with experience in creating documents and presentations for a professional audience
• Strong and organized critical thinker and over-communicator
• High degree of professionalism and discretion with experience handling sensitive and confidential information

Benefits

• Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts
• Financial & Retirement Support – Competitive compensation, 401k with employer match, and financial wellness resources
• Time Off & Leave – Paid holidays, flexible vacation time/PSSL, and paid parental leave
• Wellness & Growth – Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts

About Monogram Health

Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present - such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.

Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home.

Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum.