Quality Assurance Specialist

Tioga County Support Center
Posted 3 months ago

Compensation: Hourly

Location: In office

Full time: 40+ hours per week

Set schedule: Yes

Education level required: High School (or formal equivalent, such as G.E.D) Associates Degree preferred.

Reports to: Supervisor

Prior work experience required: Yes, 4 years (or 3 in related field)


The Quality Assurance Specialist monitors the daily performance of the Patient Support Representatives (PSRs) to ensure PRSM’s standards of quality are maintained and improved over time. Other duties may be assigned from time to time.

Primary Duties and Tasks:

PSR Daily Quality Metrics Monitoring:

  • Phone call monitoring
  • VNC computer monitoring
  • Data collection from daily scheduled report to determine employee productivity (data is saved and used for coaching sessions/quarterly/yearly reviews)


  • New employee training
    • Paperwork
    • Compliance
    • Company background
  • Initial Staff/PSR training (phase 1 – verbal, phase 2-visual)

Coaching sessions (all PSRs) for continual improvement:

  • Data collection for individual performance evaluation and future coaching sessions

New employee 90-day performance reviews

Team Leader(s) Support:

  • Coaching and assistance as needed
  • Back up to team leaders (scheduling patients required on occasion)

System operations:

  • Pull and enter in referrals as needed
  • Review and correct no name/phone number tab
  • Check voicemails 2x daily

Additional Duties and Tasks:

  1. Recommend improvements in products, service, or billing methods and procedures in order to prevent future problems.
  2. As assigned.


1) Interacting with Computers — Using computers and computer systems (including hardware and software) to set up functions, enter data, or process information.

2) Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.

3) Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.

4) Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.

5) Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written or electronic form, e-mail, or in person.

6) Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

7) Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

8) Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

9) Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.

10) Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with documented protocol.

11) Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

12) Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.

13) Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.

14) Judging the Qualities of Issues, Services, or People — Assessing the value, importance, or quality of issues, services or people in relation to urgency of attention.

15) Communicating with Persons outside the Organization — Communicating and representing the organization to customers, potential customers, , and other external sources. This information may be exchanged in person, in writing, or by telephone, e-mail or other electronic means.

16) Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

17) Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.

18) Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

Skills needed for position:

1) Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

2) Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

3) Speaking — Talking to others to convey information effectively.

4) Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

5) Time Management — Managing one’s own time and the time of others.

6) Service Orientation — Actively looking for ways to help people.

7) Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

8) Learning Strategies — Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

9) Writing — Communicating effectively and correctly in writing as appropriate for the needs of the audience.

10) Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

11) Social Perceptiveness — Being aware of others’ reactions and understanding why they react as they do.

12) Coordination — Adjusting actions in relation to others’ actions.

13) Instructing — Teaching others how to do something.

Abilities needed for position:

1) Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

2) Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

3) Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

4) Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

5) Speech Recognition — The ability to identify and understand the speech of another person.

6) Speech Clarity — The ability to speak clearly so others can understand you.

7) Near Vision — The ability to see details at close range (within a few feet of the observer) either with or without corrective lenses.

8) Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

9) Written Comprehension — The ability to read and understand information and ideas presented in writing.

10) Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

11) Written Expression — The ability to communicate information and ideas in writing so others will understand.

12) Mathematical Reasoning — The ability to choose the right mathematical methods or formulas to solve a problem.

13) Selective Attention — The ability to concentrate on a task over a period of time without being distracted.

14) Fluency of Ideas — The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).

15) Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.

16) Finger Dexterity — The ability to make precisely coordinated movements of the fingers of both hands to grasp or manipulate very small objects, such as a keyboard or keypad.

17) Flexibility of Closure — The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material.

Knowledge, Experience, Education required for position:

Minimum Education Level Completed: High School (or formal equivalent, such as G.E.D) Associates Degree or additional education, especially in the healthcare or business fields, preferred.

1) Customer and Personal Service — Knowledge of principles and processes for providing professional customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

2) English Language — Professional level knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar , with a specific emphasis on terms used in the Healthcare field

3) Clerical – Moderate to advanced knowledge of administrative and clerical procedures and systems such as word processing, slide presentations, the creation and use of spreadsheets, managing files and records, and other office procedures and terminology. Familiarity with the concepts and ability to create basic analytic models (charts, graphs, etc.) using software (Microsoft Office). Moderate to advanced ability to conduct research using the internet or other sources and create professional reports or other summary documents reflecting findings.

4) Mathematics — Knowledge of basic arithmetic, algebra, geometry, calculus, statistics, and their applications.



About PRSM Healthcare

PRSM Healthcare solves the gastroenterology (GI) practice challenge of patients who fail to return for follow-up endoscopy visits by providing complete patient recall solutions proven to increase revenue, improve quality, reduce liability and seamlessly support the GI practice through the entire recall process. As the leading provider of GI procedure recall services, PRSM has a proven history of increasing recall presentations by 30% or more. Learn more at www.PRSMHealthcare.com.

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