Analyst II CSO QA

Position Summary:

The Quality Review Specialist performs internal quality assessment reviews on processes performed by international vendors to ensure compliance with operational standards and policies in accordance to the vendor contract agreement. Quality reviews are communicated to the CSO Operations Management team to improve accuracy and efficiency in workflow production and provide specific and ongoing education to vendors based on the quality monitoring review findings and trends.

Responsibilities:

In this role you will:

 Performs all functions of quality reviews and assessments of processes performed by international vendors

 Review and trend account issues related to quality and provide feedback to operations management

 Assists in ensuring vendors adhere to process and procedure according to vendor agreement

 Demonstrates and applies expert level of knowledge of processes being audited and concepts across the enterprise.

 Identifies and communicates trends in errors to Global team and operations leadership for further investigation.

 Assists team on defining process flows and education, including but not limited to onboarding and training

 Maintains up-to-date knowledge of the business processes assigned to the international vendors

 Enforce all provisions of the international vendor contract

 Ensures safe, ergonomic and confidentiality compliant practices are being followed within the work environment

 Establishes and maintains good working relationships with international vendors, Operations and Global team

Education & Experience:

 Relevant bachelor’s degree required; advanced qualifications are a plus

 4+ years relevant experience; Contact center experience preferred. HCA-based system experience preferred. 

Must Have Skills

 Communicates clearly and concisely, verbally and in writing

Nice to Have Skills

 Knowledge of hospital revenue cycle

 HCA-based system experience preferred

Knowledge, Skills, Abilities, Behaviors:

 Communication - communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately.

 Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations

 Interpersonal skills - able to work effectively with other employees, patients and external parties

 PC skills - demonstrates proficiency in Microsoft Office applications and others as required

 Policies & Procedures - demonstrate knowledge and understanding of organizational policies, procedures and systems .

 Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately .

• Strong understanding of healthcare industry regulations and standards (e.g., HIPAA).
• Excellent customer service skills with ability to handle complex situations professionally.
• Proficiency in conducting quality audits using various tools and methodologies.