Access 360 QA - Customer Service

Alpha Consulting
Gaithersburg, MD
Jun 16, 2017
Jun 21, 2017
Full Time
ACCESS 360 QA CUSTOMER SERVICEGAITHERSBURG, MD Business travel, by air or car, is required for regular internal and external business meetings Project Description: 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. 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. Required Skills: 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. Minimum RequirementsBachelor'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 activities related to Patient Access ProgramsProven track record of meeting or exceeding goals and objectives Preferred: 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, eg, case management, customer service & operations, etc. This 12+ month position starts ASAP. Please E-MAIL your resume (attachment to email) with rate and availability to Dannielle: [Click Here to Email Your Resume] ALPHA'S REQUIREMENT #17-00796W2 ONLY

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