Contact Center Quality Assurance Auditor jobs in Georgia

Description

The Quality Assurance Auditor is responsible for auditing the department’s processes, documentation, and medical records to ensure compliance. They will be responsible for ensuring all departments comply with all internal and governing bodies' policies and procedures.

Specific Duties:

1. Run and review reports in Therap weekly, report any errors or missing documentation to managers and directors.

1. Follow-up and track CAP responses to ensure implementation.

1. Follow-up on internal departments (Finance, Human Resources, Operations, Programs, Community Relations) audits to ensure compliance with InCommunity and other entities policy and procedures.

1. Complete follow up reports on incidents (internal GER and Image), document findings and submit to Director of Quality Assurance.

1. Follow up on incident recommendations to ensure compliance.

1. Retrieve and upload HFR surveys in Therap

1. Review HFR surveys to ensure completion of CAPS on any citations.

1. Maintain annual updates of InCommunity’s policy and procedures.

1. Perform random on-site audits for departments.

1. Participate as a member of the InCommunity Atlanta/Roswell Continuous Quality Improvement Committee.

1. Assist with the Quality Assurance Department Section of Orientation, as assigned.

1. Assists the Quality Assurance Director with the Accreditation process, as assigned.

1. Other duties as assigned.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Interviewing

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in a group problem solving, situations; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically, Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organizational goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor's degree from four-year College and 1 years’ experience with reporting structures of an Electronic Health Record (EHR) or at minimum of 4yrs related experience in the reporting structure of an Electronic Health Record (EHR) and/or training in related Intellectual and Developmental Disabilities Field.

Language Skills

Ability to read, analyze, and interprets technical procedures, or governmental regulations. Ability to write reports, Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Computer Skills

To perform this job successfully, an individual should have knowledge of data base structures and reporting tools; Excel Spreadsheet, MS word-processing and MS power point software.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The noise level in the work environment is usually moderate.

Qualifications