Bi-lingual Contact Center Quality Assurance Specialist. Remote,Temp

FlexStaff is seeking a Bilingual Temporary Call Center Quality Assurance Specialist to work for one of our external clients, a non-profit organization that provide and manages long-term healthcare services, to perform quality calls, audits, inspections, and analysis of entries, and be responsible to make modifications, confirm, and / or update patient service support documentation.

Looking for a bi-lingual person, one of the following languages : Chinese, Bengali, Russian or Spanish.

This is a temporary, full-time job. Potentially will be permanent.

Schedule : 8 : 30AM - 5 : 30PM, Monday - Friday, Weekly Hours : 40.

Remote. Training will be in-person in Uniondale, NY for 2 weeks.

An ideal candidate would have one to two (1-2) years' experience in customer service, quality, and / or auditing experience and able to pass a typing test with at least 45 WPM.

Responsibilities include, but not limited to :

• Complete Quality validation calls to participants, providers, and home care agencies to confirm that all services requested were received.
• Completion of assessment and coordination notes into EMR database related to participant home care services received, supplies delivered, nursing duty sheets, and other data management as necessary.
• Assist the Services Coordinator Supervisors with a variety of tasks, including but not limited to, providing training to staff, managing, and handling escalated calls as needed.
• Manage and prepare confidential information, such as patient services and data summaries, quality assurance reports, root cause analysis, the financial impact of errors, etc.

and use any / all sources of information (ie. Staff documentation errors, missing information in Care Compass, validation calls, grievances, etc.).

• Provides analysis reports of data information to management and prepares recommendations for review and / or changes to ensure higher quality standards of deliverables are met.
• Coordinate and execute, with staff managers, training, and continuous workflow improvements with Pace Service Coordination staff.

At times, will be responsible to coach / mentoring staff who demonstrate a significant number of documentation or assessment management errors.

Post-inspection : conduct an evaluation and assessment of patterns, frequency, and summary of errors and / or gaps in goods, services, equipment, etc.

Determine if errors are outliers or systemic issues and conduct root cause analysis.

• Completes assigned monthly welcome calls for all new enrollments of the month, and validates that the participant received the correct information.
• Responsible for data entry and updating daily service-related information required for the service coordination team care planning for consistent and reliable delivery of all goods and services to participants.
• Responsible for updating all ERP demographic updates including phone number, address, and interdisciplinary staff assignments.
• Manages escalated issues, disputes, and replacement requests as assigned on the worklist.
• Provides general administrative oversight support as needed.
• Additional Salary Detail

The salary range and / or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.

When determining a team member's base salary and / or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).