Why join us? This is an exciting time to join OneOncology. Our values-driven culture reflects our startup enthusiasm supported by industry leaders in oncology, technology, and finance. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of community oncologists and the patients they serve.

Job Description:

The Quality Assurance Specialist is responsible for monitoring, reviewing, evaluating, and proposing detailed measures to correct or improve the PAC processes to meet the established quality standards of the PAC operations.

Primary Duties & Responsibilities:
• Monitor and evaluate inbound calls, chat, and booked appointments to assess employee demeanor, accuracy, and conformity to company policies and procedures.
• Organize and participate in internal site and client calibration sessions; prepare and complete reports to provide feedback on requirements.
• May attend team meetings as necessary to cover various topics related to PAC processes.
• Will partner with process improvement and training on various initiatives.
• Create and deliver a training curriculum, identify process improvements, improve customer experience, and grow the business.
• Review booked patient appointments to ensure that the patient was scheduled with the correct physician within the appropriate time frame.
• Provide clear tracking and documentation on errors found during patient appointment reviews.
• Work closely with Managers to identify team/individual trends/issues and help with developing action plans to help improve performance.
• Participate in and/or facilitate group sessions focusing on process improvement to support and enhance the quality culture of the PAC.
• Ability to read and interpret policies and procedures in order to quickly adapt to and reinforce updates.
• Proactively communicate quality trends of the PAC by proposing or developing Quality Tips, requesting Job Aids, and clarifying procedures.
• Proactively create and maintain a call library of various call types in our Quality Management System so that they can be easily shared with others.
• Perform special monitoring of individual Specialists or projects as needed.
• Identify performance issues/trends and review with Management staff.
• Monitor newly hired associates and provide the Trainer with constructive feedback for improved quality performance and work with the Trainer to create actions/plans to help improve performance.
• Achieve and maintain Quality Assurance KPIs set by Management.
• Support Contact Center interactions during peak busy times at an acceptable level.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Qualifications:
• 2-year college desired or equivalent work experience.
• 1-2 years of contact center customer service experience, preferably in a healthcare environment.
• Reporting and Analytical Skills.
• 1 year of experience in a similar position preferred.
• Call center experience is a plus.

Knowledge, Competencies & Skills:
• Excellent customer service skills.
• Attention to detail and willingness to learn.
• Proficient knowledge of medical terminology.
• Strong communication skills, both verbal & written.
• Proficient computer software and database skills.
• Comfortable working in a fast-paced environment.
• Multitasking and proactive problem-solving.
• Proven history of meeting/exceeding service standards.
• Strong Time Management and Organizational Skills.
• Demonstrated knowledge of urology disease states.
• Strong typing and computer skills.
• Ability to establish and maintain working relationships with peers and management.
• Great interpersonal skills in dealing with a diverse population.
• Open, honest, and empathetic manner when dealing with people.
• Ability to perform repetitive tasks while maintaining flexibility in a fast-paced production environment.
• Ability to work and complete projects without supervision, self-motivated.
• Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.

Tech Requirements for the Job:
• High-speed, reliable internet connection to ensure uninterrupted communication and access to necessary systems and tools.
• Quiet and private work environment to maintain the confidentiality of patient information and minimize background noise during calls.
• Proficiency in using remote collaboration tools, such as video conferencing software, instant
messaging platforms, and customer relationship management systems.
• Compliance with all security and privacy policies and protocols, including safeguarding patient information and maintaining HIPAA compliance.

Job Type: Full-Time

Pay Range: $21.50 - $24.00 per hour

Actual compensation offered to candidates is based on work experience, education, skill level, and geographic location. Compensation may vary depending on the state or region in which the position is located, in accordance with applicable laws.

This position has no close date. Applications will be accepted until an offer has been extended and accepted.

Equal Opportunity Employer: Our Practice is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability, veteran
status, or sexual orientation.

The successful candidate(s) for any UUG position will be subject to a pre-employment background check.