Quality Assurance Specialist

Katalyst Healthcares & Life Sciences is hiring entry level candidates for several positions for contract research in Clinical trials of drugs, biologics and medical devices.We have a few immediate job opportunities available in Drug Safety and Pharmacovigilance and Clinical Research field. We work with University hospitals, pharmaceutical companies and recruiting partners.Job Description

We are looking for

Quality Assurance Specialist

for one of our clients in M D . Kindly go through the below job opening and let me know your interest. Please send updated resume in word format along with pay rate.Job Title :

Quality Assurance SpecialistLocation :

Gaithersburg, MDDuration :

12 Months ContractNote: Candidates should be available to start as soon as possible. Start date could change to an earlier date, depending on when the right candidate has been identified.Critical Requirements:Bachelor’s DegreeCustomer Service experience/understanding - 1 to 3 yrs (Environments Like: Call center, Dr's Office, Medical Billing Office)Reimbursement HUB experience - minimum of 3 years, but will consider candidates with less provided they have strong Customer Service backgroundListening and analytical skillsFair and ethicalProactive and flexibleGood to have some auditing experience in a contact center environment, but not a must.Position Overview:

This is a view of what the role could grow into over the course of the assignment. Candidates are expected to have at least the critical requirements noted above to be considered.The Access 360 Quality Assurance Specialist (QAS) will be responsible for monitoring and documenting program performance quality in support of departmental goals and initiatives. The QAS will evaluate both verbal and written interactions by program support staff and will work directly with the Quality Assurance Analyst (QAS) and Access 360 QA and Training Leadership to design quality monitoring formats and quality standards. The QAS will fairly and consistently review Access 360 team interactions with both internal and external parties for accuracy and to support success in executing superior service and quality. This individual will work collaboratively with the Access 360 Training and Operations teams to onboard, monitor, and coach newly hired program staff. The QAS will assist with the development and delivery of regular reports on performance, trends, and other actionable insights to the Access 360 QA, Training, and Operations Leadership teams.Key Roles/Responsibilities:Monitors performance quality of Access 360 program team and vendor partnersMonitors interactions and support request processing for accuracy of information, process/policy adherence, and call handling standardsEnsures that interactions and support requests are executed with a superior level of customer serviceDocuments evaluations utilizing departmental quality monitoring templates, established quality standards, and quality monitoring technologyMaintains and improves service quality by completing service, A360 program, technical system, compliance, and process audits; investigating customer complaintsParticipates in regular calibration meetings with QA, Training, and Operations Leadership to ensure consistency of expectations, standards, and evaluationsProactively identifies trends based on quality evaluations and provides program Operations leadership with regular performance feedbackUpdates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.Continuously researches new technologies and methodologies in contact center QA monitoring and presents this research.Qualifications:Bachelor's degree or greater (education, general business, health sciences, managed healthcare, public policy or related disciplines are preferred)A minimum of 1 year related work experience conducting quality evaluations/monitors in an inbound or outbound contact center environmentExceptional listening and analytical skillsProficient in Word, Excel, and PowerPoint for presentation and report developmentStrong knowledge of customer care processes and techniquesExcellent leadership, communication, and interpersonal skillsDemonstrated ability to train and develop new and existing support agentsFlexible, detailed, and able to successfully adapt to changeKnowledge of reimbursement and patient assistance programs: operational policies and processesComplies with all laws, regulations, and policies that govern the conduct of MedImmune and AstraZeneca activities related to Patient Access ProgramsProven track record of meeting or exceeding goals and objectivesBusiness travel, by air or car, is required for regular internal and external business meetingsPreferred:Experience developing quality monitoring formats and standardsExperience evaluating screen and voice recordings using a QA software or toolExperience developing and coaching agents in a contact center environmentRelevant healthcare/insurance experience with biologicsBilling/ Coding background in buy and bill as Specialty Pharmacy marketPrevious experience in other functions within the pharmaceutical, biotech or related industry is preferred, e.g., case management, customer service & operations, etc.Process improvement and analyzing divergent informationDealing with ambiguityMotivating othersManaging without authorityUnderstanding of project management fundamentalsAnalytical thinking and problem solvingEffective organizational managementFostering proactive quality improvementsStrong organizational skills; attention to detailProficient competency using Word, Excel and PowerPointAbility to multitask and manage multiple parallel projectsAdditional Information

All your information will be kept confidential according to EEO guidelines.

#J-18808-Ljbffr