QA Specialist

As a Quality Analyst at Freedom Mobility Center, your functional responsibilities span across various areas and teams, ensuring consistent quality standards and process excellence. Your expertise plays a crucial role in maintaining high-quality services and optimizing operations throughout the company including but not limited to Customer Service, Case Management, Intake Sales, PAR Team, Scheduling, and Delivery, Ordering/Purchasing, and Billing Team of FMC.

Functional Responsibilities: Quality Assurance: Establish and maintain a robust and customer-centric quality assurance program. This will include internal audits to monitor and evaluate the quality of work produced by employees in various areas such as handling cases, customer interactions, patient follow-ups, PAR approvals and denials, billing, purchasing and other processes of FMC. The primary objective is to enhance productivity and efficiency while ensuring strict adherence to established quality standards and performance benchmarks. These efforts will be facilitated with standardized procedures and guidelines. Performance Evaluation: Clearly define the quality standards and expectations for each job role or process. These standards should be well-documented and accessible to all employees. Process Improvement: Take a lead role in the creation and management of Standard Operating Procedures (SOPs). Work collaboratively with departmental Team Leads/ Team Experts to document best practices, processes, and procedures across all functional areas. Regularly review and update SOPs to ensure they remain accurate and aligned with evolving standards. Collaborate closely with cross-functional teams to identify and capitalize on opportunities for process enhancement. Streamline workflows to boost overall efficiency and optimize our customer support procedures. A core aspect of this role involves conducting comprehensive assessments of our current processes, meticulously evaluating each step to identify areas for improvement. Root Cause Analysis: Quality Analyst addresses bottlenecks through Root Cause Analysis:

• Identifying Bottlenecks: A bottleneck is any point in a process where the flow of work is restricted, causing delays and inefficiencies. The Quality Analyst works closely with different departments in FMC to identify bottlenecks across various processes in the organization.
• Gathering Data and Information: The Quality Analyst collects data and relevant information about the processes experiencing bottlenecks. This data may include improving the flow of the work in progress cycle times, lead times, resource utilization, and other relevant metrics.
• Analyzing the Root Causes: Through Root Cause Analysis, the Quality Analyst analyzes the collected data to understand the underlying reasons for the bottlenecks. The goal is to identify the core issues causing the slowdowns and inefficiencies.
• Cross-Functional Collaboration: Addressing bottlenecks often requires collaboration between different teams or departments. The Quality Analyst facilitates communication and collaboration among teams to collectively address the root causes. Reporting and Feedback:
• Generate detailed reports and provide constructive feedback to all departments, highlighting areas of improvement and sharing best practices.
• Analyze quality data to identify trends, patterns, and potential areas for improvement.
• Generate meaningful reports, dashboards, and presentations to communicate findings effectively to management and stakeholders. Training and Development: Quality Analyst’s role is crucial in ensuring the overall quality and effectiveness of the organization's workforce through strategic training initiatives. Your responsibilities will involve designing, implementing, and evaluating training programs to enhance employee skills, knowledge, and performance. Quality Metrics: Quality Analyst’s role involves overseeing and managing the organization's quality measurement and improvement processes. One of your roles includes identifying and selecting the appropriate quality metrics that align with the organization's quality objectives and strategic goals. You will work with different Teams, Team Leader, Managers, Operations Manager, and other Senior Management and process owners to determine the most relevant and meaningful metrics. Continuous Improvement Initiatives: Lead and support continuous improvement projects aimed at enhancing operational efficiency, reducing errors, and increasing overall service quality.