Quality Assurance Specialist

at  Monogram Health

About Monogram Health
We are dedicated to improving the well-being, quality of life and health outcomes for our patients by partnering with the nation’s leading kidney specialists to provide transformative kidney care. Monogram Health supports patients suffering from Chronic Kidney Disease and End Stage Renal Disease by forming deep rooted relationships and preparing them both emotionally and physically for the challenges of managing kidney disease. Monogram Health uses next generation artificial intelligence algorithms to predict necessary and timely care to promote the delay of kidney disease progression, seamless transitions to dialysis and/or pre-emptive kidney transplant. We then utilize in-home visits to build meaningful relationships between patients and their care team that drive positive behavior change and optimize our patients’ health outcomes.
Position: Quality Assurance Specialist – Member Services
The Quality Assurance Specialist plays a vital role in the adherence to the process of scheduling visits and call flow on all transactions and interactions with our patients and members. The goal is to ensure that all transactions are completed in an efficient, accurate, and customer-centric manner. This role will require quality monitoring, scoring and delivery of feedback to all member services team members and leadership. They will act with integrity as it relates to employee data, reporting, and record keeping. This person will also partner heavily with other teams across Monogram Health, including Operations, often solving issues, providing insight, and acting in real-time.
The ideal candidate is customer-focused, detail-oriented and passionate about providing the best possible experience to all customers while thriving at times in ambiguity.
Position Overview:
Perform Quality evaluation reviews through recorded calls and real-time.
Ensure that standards are observed during each evaluation.
Make recommendations for improvement.
Create training materials for remedial/up trainings.
Document quality assurance activities and create audit reports.
Ensure accuracy and timeliness in meeting internal and external stakeholders’ expectations and deadlines.
Collaborates with members of the People Ops team and Contact Center leadership on assigned projects and responsibilities.
Other administrative duties as assigned.
Qualifications:
1-3 years of experience in Quality Assurance or similar role (preferred)
1-3 years Call Center Experience (preferred)
Working knowledge of tools, methods, and concepts of quality assurance
Good communication skills, both verbal and written
Strong attention to detail
Solid data collection and analysis skills
Relevant training and/or certifications as a Quality Assurance Specialist
High familiarity with all Microsoft Office suite products with experience in creating documents and presentations for a professional audience.
Strong and organized critical thinker and over-communicator.
High degree of professionalism and discretion with experience handling sensitive and confidential information
Benefits
Opportunity to work in a dynamic, fast-paced, and innovative care management company that is transforming the delivery of kidney care.
Competitive salary
Comprehensive medical, dental, vision and life insurance
Flexible paid leave & vacation policy
401(k) plan with matching contributions
At Monogram Health we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.

EDUCATION

Preferred

• High School or better

Please refer the Job description for details