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Bilingual Quality Assurance Specialist

Shrewsbury, MA 01545

Posted: 12/14/2023 Employment Type: Contract To Hire Job Number: 41181 Pay Rate: 20.00

Job Description

Bilingual Quality Assurance Specialist

Our client is dedicated to helping public agencies and private sector clients affect the way health care services are provided across the state and the nation. We are currently seeking a Bilingual Quality Assurance Specialist candidate that is bilingual in Spanish to join the team!

Position Summary:

Under the general direction of the Quality Assurance Manager, the Bilingual Quality Assurance Specialist is responsible for monitoring, measuring, and reporting on the quality of services provided by the frontline staff ensuring adherence to established operational policies and procedures, contractual obligations, and legal requirements.

This position will support the vision and strategic direction of the program and corporation and assure that quality standards achieve targeted levels and exhibit sustained improvement.

Major Responsibilities:
• Monitor and evaluate frontline staff transactions using a targeted topic-based quality review model.
• Complete quality assurance review, scoring and coaching for all Member Services Representatives.
• Collaborate with management team to identify targeted topic-based quality reviews focused on ensuring consistency in the information provided to the callers.
• Escalate any identified trend or issue related to consistency of information or quality of client service to Program Manager and Supervisor.
• Provide weekly updates to Program Manager and monthly statistical updates to be included in the monthly report.
• Assists in preparing weekly and monthly reporting, analyzes findings and assists in identifying areas of opportunity and developing recommendations based on review outcomes.
• Assist in determining monthly topic focus areas.
• Oversee and provide support for quality reviews for all administrative functions.
• Assist in proving topic-based training as determined by the Program Manager.
• Perform assigned daily activities directed at measuring the quality metrics to ensure accuracy
• Identify and address areas for improvement related to Quality functions.
• Ensure timely application of updates to all documentation related to assigned functions and communication of any changes to policies and procedures.
• Respond promptly to requests for service and assistance.
• Assist in organizing and scheduling assigned functions.
• Escalate issues or concerns related to findings in a timely manner.
• Utilize established internal escalation procedures for issue resolution as needed.
• Maintain effective communications with colleagues and throughout all applicable functional areas regarding processes and procedures of Quality management.
• Coordinate and interact professionally with other employees and management in a team environment.
• Maintain the confidentiality of all business documents and correspondence.
• Attend and participate in meetings, as required.

Meet Your Recruiter

Donnarae Szaban
Client Success Manager

Donnarae is a Client Success Manager that on works with a few of The Panther Group’s enterprise clients. 

I have the pleasure of not only recruiting but ensuring all our clients’ needs are taken care on a day-to-day basis. 

I have over 20 years’ experience in staffing and managing client relations and my goal is making sure everyone is beyond satisfied with their experience at The Panther Group.

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