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Diamond Bar

    Specialist, Quality Assurance - Diamond Bar, United States - Call the Car

    Call the Car
    Call the Car Diamond Bar, United States

    5 days ago

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    Description

    Job Description

    Job DescriptionJob Description

    We are currently expanding our team and looking for a Quality Assurance Specialist to join us. If you're passionate about healthcare and making a difference in people's lives, this is the job for you

    BASIC JOB PURPOSE: Quality Assurance Specialist is responsible for investigating and documenting complaints/grievances received, both internal and external, and to analyze and report trending of grievance categories.

    RESPONSIBILITES/DUTIES BUT NOT LIMITED TO:

    • Receive, record, and respond to complaints/grievances in a friendly and professional matter.
    • As part of an investigation, completes outreach to external parties (ex. providers, facilities, members, or other parties) involved in the grievance.
    • Evaluates grievance details and proposes recommendation while remaining in compliance with Call the Car policies.
    • Maintains knowledge of Call the Car policies in accordance with applicable regulatory requirements and external laws.
    • Acts as a liaison between Call the Car departments to coordinate information relevant to a complaint or grievance.
    • Completes work within strict deadlines and escalates perceived delays to leadership.
    • Writes resolution letters and corresponds with members and providers by phone and in writing.
    • Ensure timely communication, follow up, review, and resolution of concerns, complaints, grievances, incidents, injuries, and accidents reported.
    • Manages group email boxes, logs new cases received by email, and archives completed emails.
    • Ensures all departmental goals (including, but not limited to turnaround, production expectations, and quality metrics) are met.
    • Collaborates with Quality Management on Quality Assurance workplan to meet requirements.
    • Identifies trends and root cause of issues; proposes solutions or escalates ongoing issues to the Lead Quality Assurance Specialist.
    • Report needs for internal corrective action to Lead Quality Assurance Specialist.
    • Any other duties as assigned by management.

    PREFERRED QUALIFICATIONS:

    • Ability to adapt to a changing environment and handle multiple priorities.
    • Ability to work independently or with a team.
    • Excellent problem solving, organization, multi-tasking, and time management skills.

    REQUIREMENTS:

    • 1-2 year(s) of relevant working experience in healthcare setting preferred.
    • 1–2-year(s) call center experience in a customer service setting preferred.
    • Minimum high school diploma or GED required.
    • Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook) required.
    • Excellent written and verbal communication skills required.
    • Must pass a Criminal Background Screening and a Drug Screen.
    • Must pass government exclusion list at time of hire and monthly thereafter.

    Work Location: Diamond Bar, CA. This is an onsite position.

    Working Shifts: Monday – Friday, 8-hour shift between the hours of 6:00am - 5:30pm

    COVID Vaccine Requirement: To ensure a safe working environment for our employees, members, and community, Call the Car requires all employees to be fully vaccinated as a term and condition of employment. Proof of COVID-19 vaccination will be required upon date of hire.

    TYPICAL WORKING CONDITIONS: Office environment. May require working under stress and tight deadlines. The position requires long periods of sitting.

    Job Type: Full-time

    Pay: From $17.00 per hour

    Expected hours: 40 per week

    Benefits:

    • 401(k)
    • Dental insurance
    • Health insurance
    • Paid time off
    • Vision insurance

    Schedule:

    • 8 hour shift
    • Monday to Friday

    Experience:

    • Healthcare: 1 year (Preferred)
    • Customer support: 2 years (Preferred)

    Work Location: In person



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