On-site Quality & Performance Improvement Coordinator (Tempe)

MedImpact Healthcare Systems, Inc.; Tempe (AZ); On-site; USD 28,000 - 43,000; Full time

Benefits offered by this job

Medical / Dental / Vision / Wellness

Paid Time Off / Holidays

Incentive Compensation

401K with Company match

Life and Disability Insurance

Tuition Reimbursement

Employee Referral Bonus

Job summary

MedImpact Healthcare Systems, Inc. is seeking a Quality Assurance Specialist to support department quality improvement initiatives by auditing customer service transactions and providing call coaching to staff.

Responsibilities include monitoring feedback, reporting audit results, developing training materials, and participating in monthly meetings. This on-site role requires strong analytical skills and a commitment to service quality in a fast-paced environment in Tempe, AZ.

Qualifications

• GED/HS Diploma and 2+ years’ experience or equivalent combination of education and experience
• Intermediate knowledge of MS Office/Word, Excel, PowerPoint and Outlook
• Strong understanding of MedAccess, MedResponse, Calabrio
• Experience with Windows-based database programs
• Current and unrestricted licensure in a state of the United States or national certification as a pharmacy technician preferred.

Responsibilities

• Completes quality audits of customer service, claims and prior authorization transactions to ensure timely and accurate information is provided to callers.
• Provides monitoring feedback to staff and department leadership team.
• Submits reports of audit results to the department leadership team.
• Provides overall analysis of quality scores and identifies trends for CSR training purposes.
• Supports department training and skill development initiatives through call coaching, mentoring, and training staff.
• Recommends training program improvements or any additional customer service training needs.
• Identifies training needs and develops training reminders for staff.
• Participates in the development of Knowledge Check questions to improve customer satisfaction based on client feedback and training issues identified through call monitoring.
• Identifies areas for additional training based upon Knowledge Check question results.
• Recommends workflow process improvements or enhancements to department leadership team.
• Contributes to the development of MedAccess enhancements through recommendations.
• Audits and provides analysis for the Customer Service Survey line.
• Attends and participates in monthly staff meetings.
• Prepares and provides training materials as needed.
• Provides input to ensure audit results and service or training issues are communicated to CSRs.
• Responsible for selection of calls for monthly calibration meetings as well as providing feedback regarding call scoring and Best Practices.
• These meetings are with all MedImpact Contact Center sites and BPO leadership.
• Participates in the development of articles for publication in the quarterly department newsletter.
• Supports the department by answering calls during periods of high volume and assisting with other related tasks.
• Maintains a regular schedule of at least 2 hours of daily Help Desk calls.

Skills

Communication skills

Customer service

Time management

Attention to detail

Education

HS Diploma & 2+ yrs exp

Tools

MedAccess

MedResponse

Calabrio

Windows databases

Job description

MedImpact Healthcare Systems, Inc. is seeking a Quality Assurance Specialist to support department quality improvement initiatives by auditing customer service transactions and providing call coaching to staff.

Responsibilities include monitoring feedback, reporting audit results, developing training materials, and participating in monthly meetings. This on-site role requires strong analytical skills and a commitment to service quality in a fast-paced environment in Tempe, AZ.