Specialist, Quality Assurance

Job Description

By embodying our core purpose of customer obsession, new ideas, and driving innovation, and delivering excellence, you will help ensure that every touchpoint is meaningful and contributes to our mission of redefining the possible in healthcare.

With little supervision, the Patient Access Quality Assurance Specialist will work directly with all levels of Patient Access leadership and the individual Patient Access Specialists and Sr. Patient Access Specialists. They will be responsible for auditing Patient Access calls, accounts, and work queues to ensure compliance and consistency to policy and procedure. They will be responsible for identifying trends and provide reporting for training/coaching purposes to both leadership and associates. In addition to auditing accounts, the auditor will ensure monthly quality scorecards are completed accurately and adhere to department standards and established metrics for quality.

CAREER OPPORTUNITY OFFERING

• Bonus Incentives
• Paid Certifications
• Tuition Reimbursement
• Comprehensive Benefits
• Career Advancement
• This pay starts at $17.80. Final pay will be determined based upon experience and equity

Job Competencies:

• Valuing Differences - Works effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations, or backgrounds; seeks out and uses unique abilities, insights, and ideas. Considers the collective.
• Collaboration - Works cooperatively within teams and partners with others, both internally and externally as needed, to achieve success; focuses on the results of the team, not the achievements of one person. It’s “All for One and One for All”
• Time Management - Effectively manages personal time and resources to ensure that work is completed efficiently.
• Developing Trust - Gains others’ confidence by acting with integrity and following through on commitments; treats others and their ideas with respect and supports them in the face of challenges.
• Takes Initiative - Takes prompt action to accomplish goals and achieve results beyond what is required; is proactive and pursues relentlessly.

Essential Job Functions:

• Customer Obsession : Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas : Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence : Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

• The QA specialist will be responsible for auditing Patient Access calls, accounts, and work queues to ensure compliance and consistency to policy and procedure.
• They will monitor the quality audit tool and process and ensures accurate record keeping and audit scoring and system documentation.
• They will be responsible for identifying trends and recommend quality and training needs of the department.
• The auditor will partner with the leadership team to monitor, record and provide individual performance reporting for training/coaching purposes.
• They will ensure monthly quality scorecards are completed accurately and adhere to department standards and established metrics for quality.
• They will be responsible to collaborate with Patient Access leadership to remain updated on any new policy and procedure changes to make necessary changes on all associate scorecards.
• Continuous research, development and implementation of new quality procedures and programs to ensure cutting edge ideas and efficiencies.
• They will be expected to provide routine calibrations with the associates to further explain the score.
• They will be expected to provide ad hoc audits requested by Patient Access leadership, in addition to normal account edits.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Associates may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation.

Employment Qualifications:

Job Experience:

• 1 to 3 years

Other Preferred Knowledge Skills and Abilities:

• Knowledgeable in Patient Access Services and Patient Access technology, applications, systems, processes.
• Knowledgeable in all Microsoft Office products, with an emphasis in Excel.

Desired Education Level:

• Associates Degree or Equivalent Experience

Ensemble Required License:

• Certified Revenue Cycle Representative (CRCR) Certification or other approved job relevant certification.