Quality Assurance Officer

Salary: $50,872.00 - $60,153.00 Annually
Location : Largo, MD
Job Type: Probationary FT
Remote Employment: Flexible/Hybrid
Job Number: 07923
Department: Department of Health
Division: HD Non-Emergency Medical Transport
Opening Date: 01/16/2024
Closing Date: 1/25/2024 11:59 PM Eastern
Nature and Variety of Work
Come join our team!
Located minutes from downtown Washington, DC Prince George's is the perfect vibrant community to live, work, and play!
We are Prince George's Proud!
Located in the heart of the Baltimore/Washington, DC Metro corridor, Prince George's County in Maryland borders Washington, D.C. and is just 37 miles south of the city of Baltimore. Encompassing almost 500 square miles, with over 900,000 residents Prince George's County has an urban atmosphere that provides a scenic and peaceful place to live, work, and play.
The Prince George's County Government Department of Health is seeking qualified applicants to fill a Quality Assurance Officer (Community Developer II) position, grade A08 within its Non Emergency Medical Transportation Program Division.
About the Position:
This is a moderate to advanced-level clerical work position responsible for answering client calls, scheduling appointments, coordinating non-emergency transport, and obtaining required documentation for medical assistance recipients.
Examples of Work
What You'll Do:

• Accurately scan and file Physician Certification forms and all patient medical documentation.
• Screens clients who call to schedule transportation to physicians' offices, hospitals, clinics, and other medical facilities.
• Schedules trips accurately and according to policy/procedures.
• Schedules trips accurately and according to policy/procedures.
• Communicates with clients courteously and in accordance with SOP MATP FY2018, Customer Service Communications Standards.
• Responds to nursing home requests within 24 business hours.
• Verifies eligibility of each client through State EVS system prior to scheduling appointments and documents in Trapeze.
• Verifies client appointments with medical facility and documents in Trapeze Trip Note according to SOPs. Enters pick-up times consistent with policy/mode of transportation; that is, if local-45 minutes prior to appointment for ambulatory clients and 60 minutes prior to appointment for clients traveling by wheelchair or ambulance. Appropriate scheduling for trips in Baltimore and Washington, D.C.
• Enters accurate and complete addresses for client residences and medical facilities.
• Selects accurate vendors based on the mode of transportation.
• Schedules trips in canceled status pending receipts of documents such as address verification, HIPPA, state ID, MA Card, or physician Certification when the date noted in Trapeze as "final" has passed.
• Answers an average of 99% of all calls without receiving a customer complaint.
• Performs other duties as assigned, including but not limited to emergency response, special projects, such as coordinating transportation with nursing homes and hospitals, and programs that are consistent with the mandates of the Department of Health.

Qualifications
What You'll Need:
MINIMUM QUALIFICATIONS:

• Bachelor's Degree with major course work in business or public administration, social service, sociology, psychology, or other fields;
• Plus one (1) year of responsible work experience in a call center work environment or customer service experience.
• High school diploma, and
• At least 2 - 5 years of experience in a call center work environment or 2 years of customer services experience.

An equivalent combination of education, training, and experience will be considered.
EACH APPLICANT MUST INCLUDE INFORMATION WHICH CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION.
PREFERRED QUALIFICATIONS

• At least 2 - 5 years of experience in a call center work environment or 2 years of customer services experience.
• 2 - 5 years of experience in a call center, assessing and determining eligibility for any State or Federal benefit program.
• 2-5 years of experience working with Medicaid recipients to refer other resources in the community.

Additional Information
CONDITIONS OF EMPLOYMENT: Upon selection, the candidate must:

• Applicants who meet minimum qualifications will be invited for an interview to demonstrate proficiency in call center and administrative duties.
• Meet all training and performance standards and demonstrate proficiency as required by the agency.
• Wear and use agency protective apparel and equipment in the performance of their assigned duties.
• Participate as an "Essential" employee in the department's snow and ice control program and other emergency or special activities as assigned.

DURATION OF ELIGIBILITY: Candidates will be selected from a temporary register of eligible candidates, which will become effective approximately four (4) weeks after the closing date. Once a selection has been made, the register will expire.
ELIGIBILITY TO WORK: Under the Immigration Reform and Control Act of 1986, an employer is required to hire only U.S. citizens and lawfully authorized alien workers. Applicants who are selected for employment will be required to show and verify authorization to work in the United States.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S., only after an offer has been accepted and the Form I-9 is completed. For information on E-Verify, or if you believe the County has violated its E-Verify responsibilities, please contact the Department of Homeland Security (DHS) at 888-897-7781 or visit their website at dhs.gov/e-verify.
ONLY ONLINE APPLICATIONS WILL BE ACCEPTED.
Internal Applicants: If you are a current Prince George's County Government employee and seeking a promotion, in accordance with Section 16-200 of the Personnel Law, you have the right to appeal a rejection rating within five (5) working days of receiving a rejection notice. Union employees should refer to their respective collective bargaining agreement and/or union representative for their grievance procedure.
Prince George's County Government is an Equal Opportunity/Affirmative Action Employer Committed to Diversity in the Workplace
General Plan Information:
The Prince George's County benefits plan year is from January 1 to December 31.
A spouse (to include a same sex spouse) can be added to the health benefit plans. A marriage certificate and social security number is required to add a spouse.
Children under the age of 26 are eligible for coverage under the health benefit plans. This includes stepchildren and children of the same-sex spouse. A birth certificate(s) and social security number(s) is required to add a child(ren). If you are only adding the stepchildren or child(ren) of a same-sex spouse, you will need to submit a marriage certificate. You will also need to submit the birth certificate of the child(ren) and your spouse must be listed as a parent.
The premiums for health benefits are deducted on a pre-tax basis with the exception of Long-Term Disability, Extra Life Insurance and Voluntary Benefits (Short-Term Disability, Whole Life Insurance, Critical Illness, Accident Insurance, Cancer Indemnity, Hospital Indemnity Protection, Accident Indemnity Plan, Supplemental Dental and Group Legal Services).
New employees must enroll in the County's health benefit plans within thirty (30) days of the hire date.
The effective date of the health benefits coverage is the beginning of the month following a waiting period of forty-five (45) days from the date of hire.
After enrolling in the County's benefit plans, employees may only make changes to the plans either during the open enrollment period, which occurs annually (usually each October), and/or during the year, due to a family status change (i.e., marriage, births, divorce and adoption).
Employee Benefits
Prince George's County is proud to offer employees an attractive and comprehensive benefits program, including the following:

• Medical/Prescription/Dental/Vision Insurance Coverage (part time employees are eligible for medical insurance if they work 15 + hours, per week)
• Group Term Life Insurance
• Long & Short-Term Disability
• Flexible Spending Accounts
  • Dependent Care Assistance Program
  • Health Care Flexible Spending Account

Paid Leave (Annual, Personal, & Sick)

13 Paid Holidays

Retirement Benefits

• Defined Benefit Pension Plan
  • Employer Contribution Rate-11.71%
• Supplemental Pension Plan
  • Employee Contribution Rate (Pre-Tax)-3.48%
• 457(b)
• 403(b)

Employee Discounts

Employee Assistance Program

Voluntary Benefits

• Critical Illness
• Whole Life Insurance
• Accident Insurance
• Legal Services

For additional details, please visit:
01
I acknowledge and understand that the responses to the supplemental questions must reflect the information provided under the "Work Experience" section of the application. My responses will be used to determine whether or not I possess the minimum qualifications for the position.

• Yes
• No

02
What is your highest level of completed education?

• High School
• Some College
• Associate's Degree
• Bachelor's Degree
• Master's Degree
• Doctorate

03
Do you possess a Bachelor's degree with major course work in business or public administration, social service, sociology, psychology, or other fields?

• YES
• NO

04
How many years of clerical experience do you possess which includes answering client calls, scheduling appointment, obtaining documentation, scanning and filing?

• Less than on year
• 1-year
• 2-3 years
• 3-4 years
• 5-more

05
If you answered "Yes" to question #4, list dates and places of employment associated with your experience. Please elaborate on application and do not respond with "See Resume".
06
How many years of call center work experience do you have?

• No experience
• Less than 1 Year
• 1 Year
• 2 to 3 Years
• More than 4 Years

07
If you answered yes to the previous question, list dates and places of employment where experience was obtained.
08
How many years of customer service work experience do you have?

• No Experience
• 1 - 2 Years
• 3- 4 years
• More Than 5 Years

09
Do you have work experience working with Medicaid recipients to refer them to other resources in the community, or assessing and determining eligibility for individuals for any State or Federal benefit programs?

• No
• Yes

10
If you answered yes to the previous question, list dates, position titles and places of employment where experience was obtained. Include any related call center experience if applicable.
11
Are you willing to participate as an "Essential" employee who is expected to report or remain at work when other county employees are granted administrative Leave?

• Yes
• No

Required Question