Inovalon

  • Quality Assurance Analyst

    Job Locations US-MD-Bowie
    Requisition ID
    2018-8973
  • Overview

    Inovalon's Quality Assurance (QA) Analyst will be responsible for the day to day management of the Quality Monitoring (QM) functions for vendor-scheduling appointments on behalf of Inovalon.   The QA Analyst will conduct monitoring of telephone calls and will schedule and facilitate monthly call calibration sessions with each vendor seamlessly and efficiently.  Additionally, the QA will manage the day to day logging, investigating and reporting complaints to assigned clients.

    Responsibilities

    • Responsible for all aspects of quality assurance including evaluation and scoring of scheduling calls, facilitating vendor calibration meetings and preparing Quality Monitoring (QM) reports in an accurate and timely manner (45%);
    • Manage the day to day logging, investigating and reporting out of member level intervention complaints for assigned clients (28%);
    • Serve as interpreter or translator for Spanish-speaking members to facilitate monitoring of scheduling calls from vendor in Puerto Rico (5%):
    • Track and identify reoccurring gaps and service failures that are occurring during scheduling calls (2%);
    • Analyze performance data or trends and offer recommendations for training opportunities to scheduling center staff (7%);
    • Submit and track call sample requests and  conduct follow-up with vendors as applicable to ensure that deadlines are met for carrying out QM processes (3%); and
    • Proactively assess, promote and help implement quality monitoring best practices (10%).

    Qualifications

    • Bachelor’s degree or equivalent work experience required;
    • Bilingual, able to speak, write and translate information from Spanish to English and vice versa at an expert or fluent level;
    • Prior quality assurance and/or quality monitoring experience in a call center environment is required;
    • Prior work experience with facilitating call calibration sessions and producing QM reports;
    • Prior work experience in the health care industry preferred;
    • Strong knowledge of MS Office, including Word, Excel, Visio;
    • Effective verbal and written communication skills, as well as, interpersonal skills with the ability to effectively listen and communicate to varied levels;
    • Ability to set priorities and work on multiple tasks in a fast-paced, team oriented environment;
    • Detail oriented with excellent follow-up skills; and
    • Strong problem-solving and reasoning skills.

     

    Inovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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