Program Quality Administrator - Somerset, NJ - Full-time / Part-time

Currently, we are seeking excellent Program Quality Administrator (bilingual or non-bilingual) to join our team in Somerset, NJ. The Patient Access Specialists Solutions group is nationally recognized for its planning, content, and process expertise in the design and management of compliant, streamlined reimbursement and patient assistance programs. The Conduent Patient Access Solutions group is dedicated to delivering the highest-quality, leading-edge services so patients can experience the best possible medical outcomes. The Internal Quality & Training Coordinator ensures that organizational processes comply with all Standard Operating Procedures, Business Rules, and Job Aids, as well as customer, regulatory, and Conduent‘s Policies and Procedures. 

Job Specifics:

• Shifts will be scheduled during our normal business operating hours anytime between 8:00 AM – 6:00 PM Monday – Friday.
• Applicants must have open availability to work any hours scheduled during operating hours!

Job Description:

As a Program Quality Administrator working in a call center environment, you will be responsible for activities involving quality assurance and compliance with applicable regulatory requirements. The purpose of this role is to monitor customer service interactions as well as representative adherence to policy / practice as input for training purposes. Role works independently exercising appropriate business judgment and problem solving skills. 

Responsibilities:

• Senior level job with considerable work experience.
• Has developed specialized skills or is multi-skilled through job-related training.
• Completes a variety of atypical assignments.
• May solve problems of a recurring nature, but takes a broad perspective to problems and may identify new, less obvious solutions.
• Completes work with a limited degree of supervision.
• Acts as an informal resource for colleagues with less experience.
• May lead a team in the performance of a variety of tasks that are generally routine.
• May have specialized external certification (technical roles).

Requirements:

• Accountable for conduction on-going quality monitoring activities, reporting results to management, able to identify trends in opportunities for improvement.
• Assist in development of audit plans, audit schedules for new programs, evaluate production processes for compliance with quality requirements, conducts audits and reviews/analyzes data and documentation.
• Uses the organization's resources to enhance customer satisfaction.
• Evaluates improvements to various systems.
• Ensures that data and information are sufficiently accurate and reliable.
• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Monitors email customer contacts.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Publish Audit Results on a monthly basis, for each program, to Management.
• Publish Critical Actions to Management immediately upon citing of finding for remediation/coaching.
• Periodically inspect and calibrate auditing tools.
• Periodically evaluate sample size for Associates, based on observations, as requested by Management.
• Participate in Calibration Sessions with Management.
• Participate in Monitoring Sessions with Client and Management.
• Required: High School diploma or GED.
• Required 2+ years in Customer Service, Call Center, Call Center Quality Monitoring.
• Experience in a call center environment.
• Experience in the healthcare, medical, health insurance, or pharmaceutical industries.
• Experience coaching others in area of customer service excellence.
• The role holder will have considerable experience and developed skills and experience in a similar role.
• Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities.
• Versatility, flexibility, and a willingness to work enthusiastically within an environment of changing priorities.
• Excellent organization and time management skills.
• Experience using computer applications used in performance of role.
• Excellent systems literacy knowledge – MS Office, Excel, Word, Internet, Web Conferencing.
• Candidate should have strong written and verbal communication skill.
• Candidate should possess a strong attention to detail, strong attention understanding of quality concepts and experience in utilizing quality management tools.
• There may be light travel 0%-5%

Preferred Skills:

• Preferred Bilingual Spanish/English (not required).
• Preferred: College Degree (Associates or Bachelors).
• Preferred - 2+ years in Healthcare, Health Insurance or Pharmaceutical Industries.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Conduent Business Services or one of its subsidiaries may request such accommodation(s) by sending an e-mail to accommodations@Conduent.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.