JOB SUMMARY

The Quality Assurance Associate will assist with quality improvement by dispatching technicians in different states regarding completed service appointments to conduct Customer Survey for Quality Assurance.

REQUIRED SKILLS/ABILITIES:

• Working knowledge of medical terminology. (Preferred)
• Computer proficiency (word processing, spreadsheet) with the ability to create forms, reports, graphs, and tables. (Required)
• Ability to work independently at multiple tasks and allocate time efficiently.
• Ability to practice discretion and confidentiality.

EDUCATION AND EXPERIENCE:

• High school diploma or GED certificate.
• Prior work experience in medical quality control, medical staff services office, or similar background within quality assurance along with dispatching.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift to 15 pounds at times.

EDUCATION:

• High school or equivalent

EXPERIENCE:

• Medical/Hospital Quality Control or Medical Quality Assurance: 1 year
• Medical Terminology work experience: 1 year
• Strong Computer proficiency…Word, Excel
• SalesForce CRM preferred

DUTIES/RESPONSIBILITIES:

• You will call patients (Veterans and other retail customers) and clients with completed service appointment of the assigned service territories of the previous day to conduct a Customer Survey for Quality Assurance.
• You will provide patients and VA Officials with courteous customer service in person, over the phone, or via emailing in.
• You will provide timely resolution of customer complaints, concerns, and inquiries and record them in the complaint log.
• You should respond effectively to customers rejecting their orders, determining the reason, and offering possible alternatives.
• You will prepare reports and correspondence as instructed by the supervisor.
• Communicate with the Technicians/Drivers to resolve scheduling or home delivery concerns.
• Prepares the QI computer system for daily reviews by uploading and downloading information.
• Enters data and creates reports, graphs, tables, and forms concerning quality improvement, utilization review, and infection control.
• Accurately records and relays telephone messages to departmental staff.
• Maintains files and types of correspondence for quality improvement coordinator.
• Generates weekly and monthly reports from the QI computer system.
• If the assigned tasks were completed before the end of the day, or the employee has low number of tasks to do on any days, they do immediately inform the supervisor. The supervisor may decide on assigning additional tasks to the employee.
• Collaborating with other departments.
• Be prepared to perform other related duties as assigned by management.