Jr. Quality Assurance Agent

Job Description

Job Description

Position Summary:

As a Quality Assurance agent, you will receive feedback from members via the telephone, member portal or email and take corrective actions to address transportation issues as well as ensuring MART’s contract compliance obligations are met. You will also address feedback from the vendor pool via telephone or vendor portal. In a team setting, this is accomplished by following up with transportation vendors and clients as part of the investigation process and providing a response in a timely manner.

Essential Functions/Position Responsibilities:

• Assists with answering inbound calls and making outbound calls for clients and vendors in a courteous, professional manner.
• Records and investigates client complaints and non-compliance issues.
• Monitors email and provides responses in a timely manner.
• Evaluates audit results and implements appropriate corrective actions.
• Monitors risk management activities.
• Assures ongoing compliance with quality and industry regulatory requirements.

When duties and responsibilities change, the employee may be asked to perform other duties as required as business needs dictate. Employees are required to identify any changes in their job duties since the descriptions were last reviewed. Additionally, MART may ask that employees conduct a review of their position as part of the performance-evaluation process.

Qualifications:

• High School Diploma or equivalent.
• Prior call center and/or quality assurance experience a plus.
• Maintaining confidentiality of PHI and HIPAA.
• Knowledge of tools, concepts and methodologies related to Quality Assurance.
• Bilingual a plus.

Skills:

• Effective oral, written and listening communication skills.
• Excellent organizational and time management skills.
• Detail oriented.
• An aptitude to multi-task in a fast-paced environment.
• Ability to work independently and in a team-oriented environment.

Working Environment and Physical Demands

Works primarily in a typical, climate-controlled office environment.

7:00am - 3:00pm