Specialist - Quality

Role Objective: 

• The job will be to evaluate the web and voice transactions to make sure they are error free and compliant towards the process & sharing feedbacks with transcribes typed by listening 100% of the patients feedback surveys.

Essential Duties and Responsibilities: 

• Auditing for Onshore and BSO teams. Will do audits as per the weekly-monthly audit plan and do PKTs of the team members Participate in process & training calls as required Reports sharing to communicate performance effectively and timely with Ops and QA team Will be actively involved in creating audit & sample plan, feedback sharing & training the team members weekly, based on the themes identified. QA will be involved in weekly or biweekly calibration calls Will be actively involved in managing escalations received externally and internally Work closely with the Ops supervisors and quality team to develop agent & team level action plans for Quality improvement. May have to work long shifts whenever needed and to effectively handle challenging situations. Perform all other assigned tasks and responsibilities as assigned.

Skill Set:

• Excellent written & verbal communication skills
• Strong knowledge of MS Office (MS Excel & Power Point are Mandatory)
• Excellent Personal & Interpersonal Skills
• Knowledge of Quality Tools Like 5 Why's, Lean & RCA
• Good Knowledge of Denial & Follow Up

Pre-requisite:

• Thorough understanding of AR Follow Up and Denials management
• Should have overall 3+ years of experience in RCM Follow up
• Should have analytical skills & exhibit clear thinking/reasoning
• Should be able to comprehend & well-articulated to present his/her thought process well
• Should be expertise/worked in EPIC Host