Call Quality Auditor - Military veterans preferred

Federal Staffing Resources, LLC

Federal Staffing Resources dba FSR is an Equal Opportunity Employer: disability/veteran/military spouse

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.

Title: Call Quality Auditor

Pay: $18.50 - $21 per hour

Call Quality Auditor Job in Tacoma, Washington.

Benefits/Compensation:

• $18.50 - 21.00 per hour
• Health and Welfare Fringe Benefits: $4.93 per hour
• Paid Time Off - 10 8-hour days
• Paid Holidays - 11 days
• Paid Sick Time
• Company-funded match and safe harbor 401(k)
• Medical, Dental and vision plans available
• Life insurance and accidental death plans available
• Short-term and long-term disability plans available
• TRICARE Supplemental available
• Supplemental Benefit plans available
• Employee Assistance Program
• Pet Insurance Plans available
• Will Preparation Services available

Call Quality Auditor Job Overview:

• Complete audits on assigned agents monthly to attain 5% minimum requirement to include inbound and outbound calls.
• Complete processing audits on RMS/CLR as required on assigned agents monthly.
• Participate in quarterly calibration sessions with leadership.
• Participate/host enhancement (brown bag) sessions as needed.
• Ensure contractual and procedural compliance in each audit.
• Thorough documentation of deficiencies, areas of opportunity and positive feedback.
• Provide feedback to leadership regarding trends, potential process deficiencies, and provide potential solutions.
• Become a subject matter expert for each department.
• May host virtual chairside.
• Assist in creation of new call quality related documents, to include policies, procedures, job aids and communications.
• Required to assist with RMS/CLR inbound calls and processing on Mondays, and may be required to take RMS/CLR calls on other days of the week due to business need.
• May be required to assist with PAS calls during system down times, inclement weather or other emergent needs.
• Will assist as needed with PAS Customer Experience audits.

Call Quality Auditor Job Qualifications:

• Must be in current role for six months or greater
• Must have 6 months+ of Referral Management experience processing referrals in the Genesis system
• Must not be on any disciplinary action
• Must be meeting current quality standards and maintain compliance with posted schedule on a consistent basis
• Must be meet attendance standards to maintain call quality auditor position
• Exceptional communication skills, to include proper grammar and punctuation
• Ability to work independently with minimal supervision
• Ability to interpret policy and apply to auditing (critical thinking)
• Excellent time management

Come join our team of healthcare professionals!

www.epicgovernment.com

EPIC GOVERNMENT employs healthcare professionals at government medical facilities providing care to military service members, retirees, and their families. Since 2004, Epic Government has built mutually beneficial, sustainable partnerships with healthcare professionals and our clients nationwide.

Epic Government is an award winning organization built with committed professionals with a unified vision of helping others. We are honored to be named one of the Baltimore Sun's Top Workplaces!

Epic Government dba FSR is an Equal Opportunity Employer: disability/veteran/military spouse

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