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Diamond Bar

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

    Call the Car
    Call the Car Diamond Bar, United States

    2 days ago

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    Description

    Job Description

    BASIC JOB PURPOSE:

    To support Quality Assurance (QA) Management in ensuring that daily tasks and responsibilities are fulfilled by the QA Specialists. The QA Lead offers training to the team and oversees the productivity of the QA Specialists.

    TYPICAL WORKING CONDITIONS:

    Primarily in an office environment. There might be occasions that involve high pressure and strict deadlines. Prolonged sitting is to be expected.

    WORKING SHIFTS:

    Monday to Friday, 8-hour shift within 8:00 am - 4:30 pm

    RESPONSIBILITES/DUTIES:

    • Review all systems throughout the day to ensure proper assignment of all cases.
    • Assist Grievance personnel in documenting, filing, tracking, and closing grievances.
    • Identify trends and root causes of issues, propose solutions, or escalate ongoing problems to the Quality Management team.
    • Complete quality reviews on all resolution letters and correspondence to ensure accuracy, quality, and proper documentation.
    • Monitor the entering of all received grievances on the same day.
    • Provide training and onboarding orientation for new and existing Quality Assurance staff.
    • Ensure closure of all grievances/complaints daily in the system.
    • And other duties as directed by management.

    PREFERRED QUALIFICATIONS:

    • Adaptability to changing environments and ability to manage multiple priorities.
    • Experience and knowledge of Call the Car processes and systems, including CCERRTS, Medi Routes, dispatch, customer service, and client expectations.

    REQUIREMENTS:

    • 2+ years of relevant work experience in a medical setting.
    • 1-1.5 years of call center experience in a customer service role preferred.
    • 2+ years of experience with complaints and/or grievance resolution in a medical environment.
    • High school diploma or GED minimum educational requirement.
    • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) is necessary.
    • Skilled in using Google Docs and Drive, SharePoint, and Smartsheet is preferred.
    • Effective written and verbal communication skills are essential.
    • Successful completion of a Criminal Background Screening and Drug Screen.
    • Passing of the government exclusion list at the time of hire and monthly thereafter is mandatory.

    ACCOMMODATION: Adjustments to job duties and functions can be made by Call the Car based on organizational needs.

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