Quality Assurance Specialist

About the Role: 

This role is responsible for ensuring our members are receiving the best care possible at the start of their journey’s. Working closely with our team to provide feedback on performance, trends, responsibilities, and compliance. Offering tools and resources for improvement. 

Primary Responsibilities:

• Implement quality control methodologies to ensure compliance with quality assurance standards, guidelines, and procedures.
• Monitor representative interactions for the purpose of ensuring quality service and adherence to approved scripting, as well as accuracy of information, call handling standards, and member experience.
• Analyze information, including root cause, to make recommendations that reduce errors and improve process performance while utilizing departmental quality monitoring forms for audits
• Maintain complaint and nonconformance processing through records and tracking
  systems, including root-cause analysis and corrective actions
• Support and suggest improvements/recommendations to meet the highest level of patient experience.
• Collaborate with Member Access team to identify performance improvement opportunities
• Escalate identified opportunities, issues, and out-of-benchmark metrics to the Member Access Quality Manager of internal operations and team member supervisor  for additional investigation and action plan development

Qualifications:

• 1+ years of Quality Assurance or quality monitoring experience is a plus
• Have strong written and verbal communication skills.
• Prior experience with care coordination, case management, peer coaching, health coaching, or motivational interviewing is a plus
• Are great at finding resources and solutions-focused
• Enjoy working in collaborative environments.

About Eleanor Health

Eleanor Health is the first outpatient addiction and mental health provider delivering convenient and comprehensive care through a value-based payment structure. Committed to health and wellbeing without judgment, Eleanor Health is focused on delivering whole-person, comprehensive care to transform the quality, delivery, and accessibility of care for people affected by addiction.

To date, Eleanor Health operates multiple clinics and a fully virtual model statewide across Louisiana, Massachusetts, New Jersey, North Carolina, Ohio, Texas, and Washington, delivering care through population and value-based partnerships with national and regional payors, employers, and other stakeholders.

If you are passionate about providing high quality, evidence based care for individuals with substance use disorder through an innovative practice, and about building a great business that makes a difference, Eleanor Health is an ideal opportunity for you. We seek highly skilled, motivated and compassionate individuals who take responsibility and adapt quickly to change to join our deeply committed and collaborative team.

 Job Type: Full-time