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AssistRx · 4 months ago

Call Center Quality Assurance Specialist

Orlando, FL

Full-time

Hybrid

New Grad, Entry Level

$46K/yr - $53K/yr

AssistRx is a growing organization that combines technology and talent to enhance patient outcomes in life sciences. The Call Center Quality Assurance Specialist role involves monitoring call quality, conducting audits, and supporting management in maintaining program operations and goals.

Health CareInformation Technology

No H1B

Responsibilities

Conduct a minimum of 8 quality reviews per associate per month. Monitor processes including call handing to ensure program KPIs and established quality guidelines are met

Auditing case records to ensure proper charting and interactions are documented appropriately against the established quality guidelines

Prepare quality score reports by associate, team and/or program for management review on a weekly and monthly basis

Identify service trends and collaborate with management to ensure and promote adherence to Patient Solutions and support guidelines within assigned areas

SME for all aspects of the program(s) to determine areas of concern as well as opportunities to streamline processes and eliminate errors

Upon notification of program enhancements, assist with developing associate training materials and participate in training sessions ensuring associates understand how the program enhancement will impact the quality review/score

Monitoring program AE's and present findings to management for immediate review and reconciliation

Providing support to program team on periodic department audits

Additional responsibilities as needed based on department, program, and project requirements

Qualification

Call center experienceQuality assurancePatient support experienceBilingual - SpanishBachelor's DegreeRegistered Nurse (RN)Customer ServiceAdaptabilityInterpersonal SkillsOral CommunicationWritten Communication