Quality Specialist

Education: Any Graduate

Experience: 2+ Years

Roles & Responsibilities:

• Provide day-to-day leadership support to supervisors and assists with CPI and KPI requirements.
• Participate in day to day Revenue Cycle Management meetings to introduce and/or create action plans based on account requirements
• Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis. Areas for improvement should be targeted at increasing client satisfaction and/or company profitability.
• Oversee necessary enhancements to client programs or servicing therein. This may include areas such as staffing, training, attendance and quality.
• Responsible for service quality for all work performed by his/ her employees. Ensure support is provided to front line employees (SMEs, Producers, Lead Operators)
• Coordinate with Manager Revenue Cycle Management to balance needs of individual teams with needs of the entire organization.
• Promote teamwork and cooperative effort.
• Help train and provide guidance to other Supervisors and CSRs within the organization.
• Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
• Provide internal and external customers with the highest quality service.

Skills:

• Subject matter expert in Revenue Cycle Management process.
• Able to perform Quality Audits.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Ability to improve and/or transform teams processes across functions within the organization.
• Ability to understand basic data and take appropriate action.
• Ability to drive individual and team efficiency and productivity through effective and efficient metric management.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to strategically lead and develop team towards improved performance.
• Ability to delegate and manage work loads and projects across functions within the organization.
• Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.