Role Objective
The job will be to evaluate the web and voice transactions to make sure they are error free and compliant towards the process & sharing feedbacks to Onshore with transcribes typed by listening 100% of the patient's feedback surveys.
Essential Duties And Responsibilities
- Auditing for Onshore and BSO teams. The job will be to evaluate the web and voice transactions to make sure they are error free and compliant towards the process & sharing feedbacks to Onshore with transcribes typed by listening 100% of the patient's feedback surveys.
- Will do audits as per the weekly-monthly audit plan and do PKTs of the team members.
- Participate in process & training calls as required.
- Reports sharing to communicate performance effectively and timely with Ops and QA team
- Will be actively involved in creating audit & sample plan, feedback sharing & training the team members weekly, based on the themes identified.
- QA will be involved in weekly or biweekly calibration calls.
- Will be actively involved in managing escalations received externally and internally.
- Work closely with the Ops supervisors and quality team to develop agent & team level action plans for Quality improvement. May have to work long shifts whenever needed and to effectively handle challenging situations.
- Perform all other assigned tasks and responsibilities as assigned.
- Work in all shifts on a rotational basis.
- No Planned leaves for next 6 months.
Qualifications
- Graduate in any discipline from a recognized educational institute
- Good analytical skills and proficiency with MS Word, Excel, and PowerPoint.
- Good communication Skills (both written & verbal).
- At least, 1-year experience as Quality Analyst
Skill Set
- Well versed in transactional and voice audits (up to 100%)
- Should have working knowledge of sampling methods, PDCA, DPO, DPMO and other Quality Tools and methods
- Proficient in MS Office
- Should have Analytical and problem-solving skills.
- Should be able to capture VOC and document effectively.
- Should be able to prepare SOP and document process whenever required.
- Ability to work independently and to carry out assignments to complete within parameters of instructions / SOP.
- Should be flexible with working in 24/5 environment.
- Should be good in abiding predefined instructions and processes.
Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more, visit: r1rcm.com
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