Quality Analyst USRN

DUTIES & RESPONSIBILITIES:

Performance Management:

• Responsible for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)
• Responsible for reporting all behavior that does not conform to the quality standards set by the company and the account management.
• Designs and implements reports to establish patterns and trends of quality issues as they may arise.
• Provides quantifiable data to all quality judgments that are made.
• Works with operations as an auditor as well as regulator of quality issues.
• Works with Training and Operations to provide trend reports to address any issues that need refresher training.
• Conducts calibration session with the client and with Operations.
• Conducts product specific coaching sessions with the agents regarding trends and quality.
• Responsible in releasing updates and training flashes to Operations and Training group.
• Handles incoming calls and/ or escalated calls and meets telephone productivity standards. 
• Follows other tasks and/ or offline tasks assigned by his Training/ Quality Managers.

Process Improvement:

• Offers suggestion for continuous improvement of processes and systems

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), HITECH Act and URAC

COMPETENCY REQUIREMENTS:

With Basic Competency Level in the ff.:

Excellent interpersonal skills Ability to understand and interpret policy provisions.  Product knowledge Typing Skills Problem Solving Skills

With Moderate Competency Level in the ff.:

US Healthcare Delivery System Philippine Healthcare Delivery System Clinical Skills US Healthcare 101 Customer Service orientation Computer literate Interpersonal Skills Sense of Urgency Passion for Excellence

OTHER REQUIREMENTS:

Reports to: 

Quality Supervisor/Lead

Education and/or Experience:

• Preferably an Active Philippines Certified Registered Nurse (RN) with minimum 2 years post education clinical experience.
• Or Graduate of any 4-year course, preferably of a life-science course with 1 – 2 years of relevant work experience gained in a customer service-oriented environment

Certificates, Licenses, Registrations:

• Active Philippines Registered Nurse (RN) License;
• For USRN Lines of Businesses: Unrestricted US Registered Nurse License (Mainland US and US Territories), with 1-year post education clinical experience;

Language Skills:

English, additional language a plus. Strong communication and interpersonal skills.

Computer Skills:

MS Office.

Work environment:

• The work environment is professional, office.
• Business casual attire.

Physical demands:

• May require weekend, evening or shifting work schedule.