CASY-MSCCN Jobs

Job Description

The Contact Center Quality Assurance Specialist will perform quality audits and reviews of all data submitted by various internal teams. The role will also perform a variety of duties, including audits, inspections, and analysis of entries, and be responsible for making modifications, confirming, and/or updating patient service support documentation. This will include frequent communication with participants and collaboration with various teams to effectively collect and process participant data.

• Complete quality validation calls to participants, providers, and home care agencies to confirm that all services requested were received.

• Capture and modify any data missing by the staff who submitted the original request, and communicate key updates to all parties to ensure that deliverables are achieved for the participant.

• Completion of assessment and coordination notes into EMR database related to participant home care services received, supplies delivered, nursing duty sheets, and other data management as necessary.

• Manage and prepare confidential information, such as patient services and data summaries, quality assurance reports, root cause analysis, the financial impact of errors, etc.

• Assist the Services Coordinator Supervisors with a variety of tasks, including providing training to staff and managing escalated calls as needed.

Qualifications

• Able to pass a typing test with at least 45 WPM.

• 1+ year experience in customer service, quality, and/or auditing experience.

• Excellent written and verbal communication skills.

• Ability to thrive in a fast-paced environment and meet assigned deadlines.

• Excellent organizational skills, accuracy, and attention to detail.

• Ability to operate both independently and collaboratively as required.

• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.

• Effective communication with participants and various teams.

• Attention to detail in capturing and modifying data.

• Ability to handle confidential information with discretion.

• Strong organizational skills.

• Problem-solving skills for root cause analysis and quality assurance

• The role requires proficiency in languages such as Chinese, Bengali, Russian, and Spanish, with Bengali being the top priority.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

Diversity, Equity & Inclusion

At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

• Hiring diverse talent

• Maintaining an inclusive environment through persistent self-reflection

• Building a culture of care, engagement, and recognition with clear outcomes

• Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com (%20actalentaccommodation@actalentservices.com) for other accommodation options.