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Quality Assurance Assistant
BG CONSULTING SERVICES LLC Bethesda, MD

Quality Assurance Assistant

BG CONSULTING SERVICES LLC
Bethesda, MD
Expired: December 24, 2023 Applications are no longer accepted.
  • Full-Time
Job Description
Company Info

Job Type

Full-time

Description

The Quality Assurance Assistant will ensure that the Integrated Referral Management and Appointing Center meets specific thresholds for acceptability for both external and internal data quality.

QUALIFICATIONS
MANDATORY KNOWLEDGE AND SKILLS:

  • Shall be able to read, write, speak and understand English.
  • Be a U.S Citizen.
  • Problem-solving.
  • Organizational and planning.
  • Have experience using the CHCS.
  • Good numerical skills and an understanding of statistics.
  • Communication and interpersonal skills.
  • Strong verbal and written communication, and interpersonal skills as well as the ability to confer with IRMAC executives on specific program goals.
  • Computer proficiency, particularly in Microsoft Office Suite applications such as Excel, PowerPoint and Outlook.
  • Ability to develop, organizes, and evaluates data to facilitate reports for IRMAC leadership, Team Leads and other stakeholders as requested.
  • Understanding of basic Medical Terminology, a Basic Medical Terminology Course is preferred, but not required.
  • Familiarity and understanding of the CHCS.
  • Related experience with DOD and the military through prior work experiences preferred.


Requirements

  • Assist the call center during high-volume days/times with phone support.
  • Research MICA reports that are created in Excel for possible misbookings (MICAs).
  • Append MICAs from MICA reports to MICA Database in Microsoft Access, located on SharePoint.
  • Update daily mis-booking and staff mis-booking totals, via the MICA report on SharePoint.
  • Data Entry of the Customer Feedback Server.
  • Review and update pertinent documents.
  • Report Opportunities for improvement (MICAs/Mis-booked Appointments).
  • Research Telephone Agent Quality via CHCS (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.
  • Streamlining data collection processes and verifying data formats as necessary to improve efficiency of retaining significant data.
  • Assist QA Specialist with daily reporting of staff mis-bookings from previous work day transactions via the MICA Report (Excel charts) located on SharePoint (local intranet) to Team Leads, Supervisors, and Appointing Chief.
  • Assist QA Specialist as needed with daily monitoring of incorrect telephone consults reported from clinics and disseminating follow up to staff as appropriate.
  • Share ideas with QA Specialist on streamlining data collection processes and verifying data formats as necessary to reduce data collection burden while retaining significant data.
  • Assist QA Specialist as needed providing monthly summaries of quality performance statistics to IRMAC leadership - Floor Supervisors and the Chief of Operations and Team Leads.
  • Assist QA Specialist as needed summarizing Agent's individual performance trends and reporting results to IRMAC leadership upon request.
  • Troubleshooting appointing concerns with clinics at other MTFs in the NCA.
  • Daily dissemination of clinic information to IRMAC staff.
  • Assisting with staff training.
  • Assist the QA Specialist with fostering collaboration with IRMAC leadership and outside organizations to improve the quality of workflow and processes to ensure compliance with established work standards, policies and procedures.

EDUCATION AND SPECIAL REQUIREMENTS:
Must have an Associates Degree or (4) years' experience in a medical environment and any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position working in a MHS RM or Call Center. If education or experience is used to meet the specialized requirements of this position, it must be directly related to Quality Assurance.

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