Quality Assurance Manager

Summary Chenega is seeking to hire an experienced Quality Assurance Analyst/Manager who will ensure that the Integrated Referral Management and Appointing Center (IRMAC) meets specific thresholds for acceptability for both external and internal data quality for the National Capital Region (NCR). Our company offers employees the opportunity to join a team where there is a robust employee benefits program, management engagement, quality leadership, an atmosphere of teamwork, recognition for performance, and promotion opportunities. We actively strive to channel our highly engaged employee’s knowledge, critical thinking, and determination to innovate scalable solutions for our clients. 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. Daily 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. Other duties as assigned Qualifications Requires 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.