Quality Assurance Specialist Bilingual

Job Description:

The function involves performing quality reviews for caregivers in English and Spanish, scoring their performance based on predefined metrics. It includes creating documented processes to improve workflows, providing monthly scorecards to leadership, and collaborating with various departments to customize workflows and reporting. The role also serves as a Subject Matter Expert, assists with audits, and leads the audit process by coordinating research and information gathering.

Essential Functions

• Performs quality reviews for all caregivers in both English and Spanish in assigned departments by reviewing patient calls and/or accounts. Scores caregivers' performance against predefined metrics.
• Creates documented processes to support the department's workflows and lead process improvement initiatives.
• Creates and provides monthly scorecards to the departments leadership teams & utilizes reports to partner with the Training & Operations Specialist to lead quality calibration discussions and provide suggested solutions for identified trends.
• Collaborates with department leadership and other areas (including associates, DTS, RCLD) to customize workflows/tip sheets, Epic and revenue cycle management tool behavior, and reporting.
• Subject Matter Expert (SME) for department, testing of newly revised or developed processes.
• Assists leadership with internal/external audits, taking lead coordinating the audit process of research and gathering information.
• Supports Sr. Leaders with maintenance of department owned policies and procedures.

Skills

• Proficient in EPIC,

• Strong knowledge of billing procedures

• Regular attendance during scheduled business hours

• Advanced interpersonal and communication skills, including written, verbal and email etiquette

• Outgoing personality

• Adaptability

• Organizational skills

• Computer literacy

• Multi-tasking and negotiation

• Problem solving

• Communication Skills

• Analytical Skills

• Taking Initiative

• Computer Literacy

• Healthcare regulations

• Billing regulations

• Problem Solving

• Meeting facilitation

Physical Requirements:

Qualifications

Required:

• Spanish Interpretation Certification through Alta Language Certification or in-house interpretation services if care site.
• Demonstrated proficiency in computer skills including Microsoft Office, internet and email required.
• Experience in a call center environment.
• Experience in a Customer Service role with Intermountain.
• Customer service experience, preferably in a healthcare setting

Preferred

• HS Diploma or GED equivalent.
• Two (2) years of experience in an Intermountain RCO customer service role.
• Experience in healthcare.
• Understanding of healthcare billing and explanation of benefits interpretation.
• Experience with Epic.

Physical Requirements

• Ongoing need for caregivers to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
• Frequent interactions with providers, colleagues, customers, patients/clients and visitors that require caregivers to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
• Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.
• For roles requiring driving: Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, and other vehicles.

Location:

Peaks Regional Office

Work City:

Broomfield

Work State:

Colorado

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$22.64 - $34.48

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.