Quality Assurance Specialist 1

Zimmerman Associates - Bethesda, MD

Full-time - Entry Level

Bethesda, MD

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

Zimmerman Associates, Inc. (ZAI) is currently seeking to hire a Quality Assurance Specialist 1 to support a government contract bid in the Bethesda, MD area. This is an onsite employment opportunity. However, consideration will be provided for teleworking upon customer's approval.

Responsibilities

• Ensure that the IRMAC meets specific thresholds for acceptability for both external and internal data quality.
• Assist the call center during high-volume days/times with phone support.
• Research MICA reports that are created in Excel for possible mis-bookings (MICAs).
• Append MICAs from MICA reports to MICA Database in Microsoft Access, located on SharePoint.
• Update daily mis-bookings and staff mis-booking totals, via the MICA report on SharePoint.
• Perform data entry of the Customer Feedback Server.
• Review database for mis-bookings and provide findings and resolutions to customers/leadership.
• Listen to Call Center Agent phone calls to ascertain patient experience.
• Review and update pertinent documents.
• Report opportunities for improvement (MICAs/mis-booked Appointments).
• Research Call Center Agent Quality via MHS-GENESIS (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 mis-bookings, via the MICA report, located on the SharePoint to Team Leads, Floor Supervisors and Appointing Chief.
• Monitor Call Center Agents' phone calls to determine accuracy of information and service provided.
• Streamline data collection processes and verify data formats as necessary to improve efficiency of retaining significant data.
• Provide QA Specialist summaries of quality performance statistics to IRMAC leadership.
• Assist QA Specialist as needed, summarizing Call Center Agent's individual performance trends and reporting results to IRMAC leadership upon request.
• Assist with staff training.
• Complete all monthly Agent reviews in conjunction with the Call Center Team Leads and Floor Supervisory team by the 15th of the month following the review.
• Develop and implement Performance Improvement Plans (PIPs) for Call Center Agents who fail to meet monthly standards.
• Monitor desktop applications for IRMAC staff members to ensure proper usage and provide trending reports to maximize productivity.
• Troubleshoot technical issues such as: Network connectivity, Call Routing, and System down scenarios.
• Monitor the Patient Appointments Call Center systems and report any deviance to the PM.
• Review, revise, and standardize SOP format for all protocols to ensure that they remain current and applicable.
• Redesign and/or implement enhanced reporting standards and processes as appropriate.
• 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.
• Weekly reporting of mis-bookings and resolution to the PM and IRMAC director.
• Document bi-weekly mis-bookings trends and statistics of IRMAC staff.
• Provide monthly summaries of quality performance statistics to IRMAC leadership.
• 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.
• Facilitate proactive solutions by collecting and analyzing quality data.
• Keep records of quality reports, statistical reviews, trend data, and relevant documentation.
• 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.
• Maintain consistent weekly calibration and monthly check-ins with QA Specialist.
• Track/distribute Customer Satisfaction Reports to Lead Patient Appointment Coordinators and Leadership.

Requirements

• Associate degree or a minimum of 1 year experience in a medical environment related to Quality Assurance.
• U.S Citizenship required as well as ability to obtain a Public Trust Clearance.
• Demonstrated experience using MHS GENESIS.
• 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.
• Knowledge of Microsoft Suite of Products, including Word, Excel, PowerPoint, and Access.
• Demonstrated skills in developing, organizing, and evaluating data to facilitate reports.

Nice-to-haves

• Related experience with DoD and the military through prior work experiences preferred.