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Process & Quality Analyst
Lead process documentation (narrative and process maps) initiatives in the Health Care Resolution (HCR) business unit and assess how those initiatives integrate with other GRG business functions.
Develop Quality Checklists where needed within the HCR processes.
Develop an ongoing audit program and sampling process to ensure adherence to quality processes.
Responsible for implementation and ongoing controls and measurements of all HCR processes.
Responsible for all aspects of Quality pertaining to HCR including overseeing the immediate resolution of issues and concerns raised by the client and the communication associated with any quality failure.
Key member of Defect Management Team to address, resolve and champion remediation of defects within HCR including root cause analysis, monitoring and follow up steps necessary to ensure compliance.
Establishes and implements standard procedures for site operations; develops process improvements and identifies opportunity for service enhancements. Oversight of Best Practices, including but not limited to service guides, training, and communication.
Actively identify, implement and manage execution of remedial or improvement process and quality changes resulting from defect root cause analysis.
Reporting on weekly errors and issues, coordinating with other departments to prepare and analyze weekly quality report.
All other duties, as assigned.
Customer Focus – Provides internal and external customer satisfaction.
Communication – Provides and receives information in a manner that engages others.
Accountability – Takes personal accountability for actions.
Adaptability – Is open to change and readily accepts it.
Teamwork & Collaboration – Relates to others in an appropriate and informative manner.
Integrity – Engender trust at all levels.
Bachelor’s degree in a related field.
5+ yrs industry experience.
Experience with process improvement and development
Quality improvement experience
Ability to work well with others and facilitate organizational change.
Ability to respond quickly with urgency and professionalism to all levels of the organization/client.
Attention to detail.
Proficient in Microsoft Office products, particularly Word, Excel, and Visio. Proficient in SharePoint.