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Quality Assurance Specialist
Katalyst Healthcares & Life Sciences Gaithersburg, MD

Quality Assurance Specialist

Katalyst Healthcares & Life Sciences
Gaithersburg, MD
  • Contractor
Job Description
Company Info

Company Description

  • Katalyst Healthcares & Life Sciences is hiring entry level candidates for several positions for contract research in Clinical trials of drugs, biologics and medical devices.
  • We have a few immediate job opportunities available in Drug Safety and Pharmacovigilance and Clinical Research field. We work with University hospitals, pharmaceutical companies and recruiting partners.

Job Description

We are looking for Quality Assurance Specialist for one of our clients in M D . Kindly go through the below job opening and let me know your interest. Please send updated resume in word format along with pay rate .

Job Title : Quality Assurance Specialist

Location : Gaithersburg,MD

Client : AstraZeneca & MedImmune

Duration : 12 Months Contract

Note: Candidates should be available to start as soon as possible. Start date could change, to an earlier date, depending on when the right candidate has been identified.

Critical Requirements:

- Bachelor's Degree

- Customer Service experience/understanding - 1 to 3 yrs (Environments Like: Call center, Dr's Office, Medical Billing Office)

- Reimbursement HUB experience - minimum of 3 years, but will consider candidates with less provided they have strong Customer Service background

- Listening and analytical skills

- Detail oriented

- Fair and ethical

- Proactive and flexible

- Good to have some auditing experience in a contact center environment, but not a must.

Position Overview - This is a view of what the role could grow into over the course of the assignment. Candidates are expected to have at least the critical requirements noted above to be considered.

The Access 360 Quality Assurance Specialist (QAS) will be responsible for monitoring and documenting program performance quality in support of departmental goals and initiatives. The QAS will evaluate both verbal and written interactions by program support staff and will work directly with the Quality Assurance Analyst (QAS) and Access 360 QA and Training Leadership to design quality monitoring formats and quality standards. The QAS will fairly and consistently review Access 360 team interactions with both internal and external parties for accuracy and to support success in executing superior service and quality. This individual will work collaboratively with the Access 360 Training and Operations teams to onboard, monitor, and coach newly hired program staff. The QAS will assist with the development and delivery of regular reports on performance, trends, and other actionable insights to the Access 360 QA, Training, and Operations Leadership teams.

Key Roles/Responsibilities

* Monitors performance quality of Access 360 program team and vendor partners

* Monitors interactions and support request processing for accuracy of information, process/policy adherence, and call handling standards

* Ensures that interactions and support requests are executed with a superior level of customer service

* Documents evaluations utilizing departmental quality monitoring templates, established quality standards, and quality monitoring technology

* Maintains and improve service quality by completing service, A360 program, technical system, compliance, and process audits; investigating customer complaints

* Participates in regular calibration meetings with QA, Training, and Operations Leadership to ensure consistency of expectations, standards, and evaluations

* Proactively identifies trends based on quality evaluations and provide program Operations leadership with regular performance feedback

* Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

* Continuously researches new technologies and methodologies in contact center QA monitoring and presents this research.

Minimum Requirements

* Bachelor's degree or greater (education, general business, health sciences, managed healthcare, public policy or related disciplines are preferred)

* A minimum of 1 year related work experience conducting quality evaluations/monitors in an inbound or outbound contact center environment

* Exceptional listening and analytical skills

* Proficient in Word, Excel, and PowerPoint for presentation and report development

* Strong knowledge of customer care processes and techniques

* Excellent leadership, communication, and interpersonal skills

* Demonstrated ability to train and develop new and existing support agents

* Flexible, detailed, and able to successfully adapt to change

* Knowledge of reimbursement and patient assistance programs: operational policies and processes

* Complies with all laws, regulations, and policies that govern the conduct of MedImmune and AstraZeneca activities related to Patient Access Programs

* Proven track record of meeting or exceeding goals and objectives

* Business travel, by air or car, is required for regular internal and external business meetings


* Experience developing quality monitoring formats and standards

* Experience evaluating screen and voice recordings using a QA software or tool

* Experience developing and coaching agents in a contact center environment

* Relevant healthcare/insurance experience with biologics

* Billing/ Coding background in buy and bill as Specialty Pharmacy market

* Previous experience in other functions within the pharmaceutical, biotech or related industry is preferred, e.g., case management, customer service & operations, etc.

Expected Competencies:

* Process improvement and analyzing divergent information

* Dealing with ambiguity

* Motivating others

* Managing without authority

* Understanding of project management fundamentals

* Analytical thinking and problem solving

* Effective organizational management

* Fostering proactive quality improvements

* Strong organizational skills; attention to detail

* Proficient competency using Word, Excel and PowerPoint

* Ability to multitask and manage multiple parallel projects

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Katalyst Healthcares & Life Sciences job posting for a Quality Assurance Specialist in Gaithersburg, MD with a salary of $61,600 to $91,300 Yearly with a map of Gaithersburg location.