Quality Assurance Analyst Manager

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Description

ROLE AND RESPONSIBILTIES 
This Quality Assurance Analyst/Manager will ensure that the IRMAC meets specific thresholds for acceptability for both external and internal data quality for the NCR.
QUALIFICATIONS
MANDATORY KNOWLEDGE AND SKILLS:
    Shall be able to read, write, speak, and understand English.
    Be a U.S Citizen.
    Have experience using the CHCS.
    Good numerical skills and an understanding of statistics.
    Communication and interpersonal skills.
    Statistical analysis.
    Possess knowledge of the Military Health Care System, TRICARE, medical terminology, release of medical information and legal ethics.
    Possess knowledge of standard office administrative practices and procedures, including the use of standard office equipment to accomplish clerical statistical and data entry tasks in the support of the administrative work of the office.
    Be familiar with Microsoft Word, Excel, Power Point and Access.
    Have superior customer service and organizational skills.
    Have strong verbal and written communication, as well as, the ability to make sound judgments.
    Ability to manage and utilize multiple complex microcomputer systems for appointment scheduling.
    Be highly organized, detail-oriented with strong organizational skills and ability to work effectively and independently with a positive attitude.
    Strong math skills and ability to perform statistical analysis.
    Knowledge of Call Center metrics, agent behaviors and other factors that affect queue and adherence reporting.
    Ability to manage a team of two QA assistants, and work independently at home with minimal virtual supervision.
    Flexibility, creativity, and the ability to adapt to a changing work environment.
    Excellent verbal and written communication, and interpersonal skills as well as the ability to confer with IRMAC and NCR executives on specific program goals.
    Computer proficiency, particularly in Microsoft Office Suite applications such as Excel, PowerPoint and Outlook.
    Excellent analytical and abstract reasoning skills in developing, organizing, and evaluating data to facilitate reports for IRMAC leadership, Team Leads and other stakeholders as requested.
    Understanding of basic Medical Terminology, a Basic Medical Terminology Course is preferred, but not required.
    Strong familiarity and understanding of the CHCS, TRICARE Region 1 Policies, and Department of Defense Health Affairs guidance.
    Related experience with DoD and the military through prior work experiences preferred.
DUTIES AND RESPONSIBILITIES:
    Regularly updating SOPs to Extranet Appointing website.
    Reviewing, revising, and standardizing SOP format for all protocols to ensure that they remain current and applicable. Dissemination of revisions to the NCR Clinics.
    Redesigning and/or implementing enhanced reporting standards and processes as appropriate to ensure they are effective and continue to improve and adapt to the operation's changing needs.
    Integrating clinic protocol documents into a single SOP to help manage and optimize procedures used in the appointing process.
    Providing daily communication updates on the extranet to IRMAC staff and weekly communication updates to NCA POCs.
    Utilizing a database, use reports created in excel to upload/append daily historical information to Microsoft Access database pursuant to instructions provided by Data Analyst.
    Daily reporting of staff misbookings from previous work day transactions via the MICA Report (excel charts) located on SharePoint (local intranet) to Team Leads, Supervisors, and Appointing Chief.
    Dailly monitoring of incorrect telephone consults reported from clinics and disseminating follow up to staff as appropriate.
    Documenting the bi-weekly misbooking trends and statistics of IRMAC staff.
    Streamlining data collection processes and verifying data formats as necessary to reduce data collection burden while retaining significant data.
    Providing monthly summaries of quality performance statistics to IRMAC leadership -- Floor Supervisors and the Chief of Operations and Team Leads.
    Summarizing Agent's individual performance trends and reporting results to IRMAC leadership upon request.
    Troubleshooting appointing concerns with clinics at other MTFs in the National Capital Area.
    Daily dissemination of clinic information to IRMAC staff.
    Meeting with clinics in the NCA as requested to discuss appointing concerns.
    Providing insight into appointing concerns to the IRMAC leadership upon request.
    Assisting with staff training.
    Assisting with supervisor and/or Team Lead coverage.
    Fostering collaboration with IRMAC leadership and outside organizations to improve the quality of workflow and processes to ensure compliance with established work standards, policies and procedures.
    Monitoring all operations that affect quality.
    Ensure that all external and internal requirements are met before our data and newly designed databases and websites reaches our customer.
    Review and participate in establishing standards and policies governing customer interactions and implements monitoring programs.
    Facilitate proactive solutions by collecting and analyzing quality data.
    Keep records of quality reports, statistical reviews, trend data, and relevant documentation and provide these in the form of actionable data to the site management team and various internal support groups as needed.
    Participate in customer and client listening programs and identify customer expectations and needs.
    Provide QA feedback to the Team Leads and Leadership.
    Manage, measure, and mentor a team of Quality Assurance Assistants to meet the objectives of the department.
    Maintain regular weekly calibration and monthly check-ins with QA Specialist and share progress updates, audit results, calibrate as needed, etc.
    Track/distribute Customer Satisfaction Reports to Lead Patient Appointment Coordinators and Leadership.
EDUCATION AND SPECIAL REQUIREMENTS:
    Have a bachelor's degree or a minimum of (6) years' experience in a medical environment and any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position working in a MHS RM or Call Center.
    If education or experience is used to meet the specialized requirements of this position, it must be directly related to Quality Assurance.
UNIQUE MILITARY HEALTH CARE SYSTEMS/PROCEDURES: 
The CHCS, AHLTA, MHS GENESIS, RMS, ESSENTRIS, ICD-B programs must be utilized for referral management services. Access will be granted by local MTF connectivity and the contractor shall comply with MHS communications and Government IT security standards and policies. The military facility will provide system accounts for MSS personnel after required training and security procedures have been completed by the contractor. If the MHS processes move away from specified systems, the government will modify the contract accordingly.