Ivyhill Technologies LLC
Quality Assurance (QA) Specialist I (Bethesda,MD)
Ivyhill Technologies LLC, Bethesda, Maryland, us, 20811
Quality Assurance (QA) Specialist I (Bethesda,MD)
3 days ago Be among the first 25 applicants
Ivyhill Technologies LLC provided pay range This range is provided by Ivyhill Technologies LLC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $46,800.00/yr - $46,800.00/yr
Ivyhill is currently seeking to hire a
Quality Assurance (QA) Specialist I
to support its contract with the Integrated Referral Management and Appointing Center (IRMAC), the National Capital Regions' premier coordinating authority for appointing and referral management.
This is an onsite employment opportunity. Duties and Responsibilities:
Listen to Call Center Agent calls to determine patient experience. Will surveil thirty (30) inbound calls from a minimum of 10 different agents and thirty (30) outbound calls from a minimum of 10 different agents, selected at random monthly
Research MICA reports for possible mis-bookings (MICAs)
Append MICAs from MICA reports to MICA Database
Update mis-bookings daily and staff mis-booking totals, via the MICA report
Data input of the Customer Feedback Server
Review database for mis-bookings and provide findings/resolution to customers/leadership
Review and update pertinent documents
Report opportunities for improvement (MICAs/Mis-booked Appointments)
Research Call Center Agent quality via MHS-GENESIS
Follow-up on immediate concerns and clinic updates (upon request). Provide responses regarding resolutions of mis-bookings
Research clinic protocols and update information
Utilizing a database, use MICA reports to append daily historical information
Daily reporting of staff mis-bookings, via the MICA report and incorrect consults reported from clinics, to Team Leads, Floor Supervisors and Appointing Chief. Monitor Call Center Agents phone calls to determine accuracy of information and service provided. Notify Team Leads on any inaccurate information/and or impolite service
Streamlining data collection processes and verifying data formats as necessary to improve efficiency of retaining significant data
Share ideas with QA Specialist II on streamlining data collection processes and verifying data formats as necessary to reduce data collection burden while retaining significant data
Provide QA Specialist II summaries of quality performance statistics to IRMAC Leadership, Appointing Chief, Floor Supervisors and Team Leads
Assist QA Specialist II as needed summarizing Call Center Agent's individual performance trends and reporting results to IRMAC Leadership upon request
Assist QA Specialist II with fostering collaboration with IRMAC Leadership and outside organizations to improve the quality of workflow and processes to ensure compliance with established work standards, policies, and procedures
Complete all monthly Call Center Agent reviews in conjunction with Team Leads and Floor Supervisors by the 15th of the month following the review
Assist with developing and implementing Performance Improvement Plans (PIPs) for Call Center Agents who fail to meet monthly standards, to include next steps for coordination with Floor Supervisors and Team Leads
Monitor desktop applications for IRMAC staff members to ensure proper usage and provide trending reports to maximize productivity
Assist with monitoring the Patient Appointments Call Center systems i.e., Interactive Voice Response System, ACD, and the AVAYA Report system and report any deviance to the PM
Assist with staff training
Assist the call center during high-volume days/times with phone support
Other related duties as assigned
Requirements
Be a U.S. Citizen
Have an Associate Degree or a minimum of one (1) year of experience in a medical environment or any combination of academic education, professional training, or work experience, which demonstrates the ability to perform the duties of the position working in a MHS RM or Call Center.
Have effective communication skills and strong interpersonal skills
Ability to demonstrate leadership and team management
Ability to confer with IRMAC Executives on specific program goals
Have strong analytical and abstract reasoning skills,
Be familiar with and have a understanding of basic Medical Terminology
Be knowledgeable of Health Information Privacy (ethical and legal considerations)
Strong familiarity with and understanding of the MHS-GENESIS, TRICARE Region 1 Policies, and Department of Defense Health Affairs guidance
Have the ability to perform accurate data input with strong attention to detail
Have demonstrated ability to provide superior customer service, problem solving, collaboration and organizational skills
Have a working knowledge of Microsoft Office programs, Outlook (email), and the Internet
Be able to obtain and maintain a Public Trust Clearance
This internal posting will close COB Monday, 10/20/2025.
Benefits Ivyhill has a competitive benefits program which includes medical, dental and vision; Life and AD&D insurance; Short- and Long-Term Disability; supplemental Life insurance and a 401(k) Plan.
#J-18808-Ljbffr
Ivyhill Technologies LLC provided pay range This range is provided by Ivyhill Technologies LLC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $46,800.00/yr - $46,800.00/yr
Ivyhill is currently seeking to hire a
Quality Assurance (QA) Specialist I
to support its contract with the Integrated Referral Management and Appointing Center (IRMAC), the National Capital Regions' premier coordinating authority for appointing and referral management.
This is an onsite employment opportunity. Duties and Responsibilities:
Listen to Call Center Agent calls to determine patient experience. Will surveil thirty (30) inbound calls from a minimum of 10 different agents and thirty (30) outbound calls from a minimum of 10 different agents, selected at random monthly
Research MICA reports for possible mis-bookings (MICAs)
Append MICAs from MICA reports to MICA Database
Update mis-bookings daily and staff mis-booking totals, via the MICA report
Data input of the Customer Feedback Server
Review database for mis-bookings and provide findings/resolution to customers/leadership
Review and update pertinent documents
Report opportunities for improvement (MICAs/Mis-booked Appointments)
Research Call Center Agent quality via MHS-GENESIS
Follow-up on immediate concerns and clinic updates (upon request). Provide responses regarding resolutions of mis-bookings
Research clinic protocols and update information
Utilizing a database, use MICA reports to append daily historical information
Daily reporting of staff mis-bookings, via the MICA report and incorrect consults reported from clinics, to Team Leads, Floor Supervisors and Appointing Chief. Monitor Call Center Agents phone calls to determine accuracy of information and service provided. Notify Team Leads on any inaccurate information/and or impolite service
Streamlining data collection processes and verifying data formats as necessary to improve efficiency of retaining significant data
Share ideas with QA Specialist II on streamlining data collection processes and verifying data formats as necessary to reduce data collection burden while retaining significant data
Provide QA Specialist II summaries of quality performance statistics to IRMAC Leadership, Appointing Chief, Floor Supervisors and Team Leads
Assist QA Specialist II as needed summarizing Call Center Agent's individual performance trends and reporting results to IRMAC Leadership upon request
Assist QA Specialist II with fostering collaboration with IRMAC Leadership and outside organizations to improve the quality of workflow and processes to ensure compliance with established work standards, policies, and procedures
Complete all monthly Call Center Agent reviews in conjunction with Team Leads and Floor Supervisors by the 15th of the month following the review
Assist with developing and implementing Performance Improvement Plans (PIPs) for Call Center Agents who fail to meet monthly standards, to include next steps for coordination with Floor Supervisors and Team Leads
Monitor desktop applications for IRMAC staff members to ensure proper usage and provide trending reports to maximize productivity
Assist with monitoring the Patient Appointments Call Center systems i.e., Interactive Voice Response System, ACD, and the AVAYA Report system and report any deviance to the PM
Assist with staff training
Assist the call center during high-volume days/times with phone support
Other related duties as assigned
Requirements
Be a U.S. Citizen
Have an Associate Degree or a minimum of one (1) year of experience in a medical environment or any combination of academic education, professional training, or work experience, which demonstrates the ability to perform the duties of the position working in a MHS RM or Call Center.
Have effective communication skills and strong interpersonal skills
Ability to demonstrate leadership and team management
Ability to confer with IRMAC Executives on specific program goals
Have strong analytical and abstract reasoning skills,
Be familiar with and have a understanding of basic Medical Terminology
Be knowledgeable of Health Information Privacy (ethical and legal considerations)
Strong familiarity with and understanding of the MHS-GENESIS, TRICARE Region 1 Policies, and Department of Defense Health Affairs guidance
Have the ability to perform accurate data input with strong attention to detail
Have demonstrated ability to provide superior customer service, problem solving, collaboration and organizational skills
Have a working knowledge of Microsoft Office programs, Outlook (email), and the Internet
Be able to obtain and maintain a Public Trust Clearance
This internal posting will close COB Monday, 10/20/2025.
Benefits Ivyhill has a competitive benefits program which includes medical, dental and vision; Life and AD&D insurance; Short- and Long-Term Disability; supplemental Life insurance and a 401(k) Plan.
#J-18808-Ljbffr