Analyst II- Healthcare Customer Support-QA

Job Summary

Provide quality assurance and system support for the QA Manager and Center Director.

Responsibilities

• Perform center wide quality assurance activities for A/R to ensure that work efforts are satisfactory of customer requirements in a systematic, reliable fashion, effectively using systems to do so.
• Audit the assigned number of accounts per day following a set schedule.
• Forms will be completed and turned in within required timelines.
• Make recommendations based on assessments that improve production and quality for the insurance reps.
• Ability to multi-task to ensure day-to-day work is complete as well as assigned projects.
• Coordinate QA findings with the QA Manager and appropriate departments, internal or external, and ensure that necessary follow-up is done to resolve any negative results.
• Adheres to and supports organizational ITS standards, policies, and procedures.
• Adheres to Code of Conduct.
• Performs other duties as assigned.
• Demonstrated analytical, communication and problem-solving skills and the ability to act/decide accordingly.
• Ability to collect, and research complex or diverse information.
• Ability to plan, organize and exercise sound judgment.
• Ability to be objective when assessing the work of a co-worker.
• Ability to work as a team, as well as work independently, with minimal supervision.
• Need to be a self-starter with plenty of initiative to bring ideas and suggestions to the QA team in order to improve client satisfaction and department competency.
• Confidentiality is a must.

Education Experience

• Bachelor's degree (or equivalent) and at least 4 years of professional experience.
• Minimum one-year related experience preferred, preferably in healthcare.
• Relevant education may substitute experience requirement.

Must Have Skills

• Proficient in written and verbal English communication.
• Ability to interpret policies and procedures.
• Attention to detail.
• Experience working with multiple systems.
• Ability to work independently and collaboratively.

Nice to Have Skills

• Experience in the operational or functional areas being audited.
• Strong organizational and time management skills.
• Experience maintaining accurate records or documentation.

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 - demonstrate 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.

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