Quality Assurance Mentor

The Quality Assurance Mentor is responsible for reviewing Patient Identity Expert work, providing feedback regarding quality, reviewing project procedures with project teams, and assisting the Identity Managers.

Essential Duties and Responsibilities:

• Performs QA reviews of Patient Identity Expert work, providing feedback/suggestions for performance improvement.
• Successfully meets performance and production standards for QA project work. Communicates frequently with the Identity Manager.
• Monitors remote team quality results, providing the Project Leadership Team with summary information.
• Conducts quality/productivity calls with Patient Identity Experts that are not meeting the quality standards specific to their Patient Identity Expert (PIE) level including staff on TIP program as well as staff struggling on assigned projects.
• Documents follow up to calls in Teams and sends follow up notes to PIE.
• Collaborates with Identity Manager on project procedure testing.
• Reviews project procedures with remote teams on client specific tasks.
• Monitors training pair completion and assignments.
• Maintains quality standards (corrections or changes in IDM).
• Updates to project QA Teams, as needed
• Assists in assigning tasks in IDM.
• Tracks assignments in project Teams
• Resolution/Escalation of Set ID Tracker pairs and Supervisor Review pairs
• Works with Project Coordinator to ensure training guidelines are being followed and areas of improvement are identified.
• Attends HDIS company staff meetings and QA meetings as scheduled/required.​

​Knowledge, Skills, and Abilities:

• Meeting or exceeding PIE progression requirements for the QA level established on the PIE Progression chart.
• Ability to work with remote teams and or individuals utilizing virtual technology and tools
• Ability to meet deadlines on time sensitive projects.
• Demonstrated understanding of complex duplicate validity requirements.
• Demonstrated understanding of a variety of hospital health information systems.
• Strong Excel skills preferred.
• Must be able to demonstrate a high level of confidentiality to handle sensitive information.
• Strong organizational and critical thinking skills.
• Excellent communication skills (both written and verbal).
• Ability to think independently.

Competencies Required: To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identify and resolve problems in a timely manner. Develop alternative solutions.
• Customer Service - Manage difficult or changing situations. Respond promptly to employee/vendor/partner needs. Respond to requests for service and assistance.
• Teamwork - Balance team and individual responsibilities. Contribute to building a positive team spirit. Able to build morale and group commitments to goals and objectives.
• Written Communication – Write clearly and informatively. Present numerical data effectively.
• Diversity - Demonstrate knowledge of EEO policy. Show respect and sensitivity for cultural differences. Promote a harassment-free environment. Build a diverse workforce.
• Ethics - Treat people with respect. Inspire the trust of others. Work with integrity and ethics. Uphold client’s organizational values.
• Adaptability - Adapt to changes in the work environment. Manage competing demands between priorities and clients. Change approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.
• Dependability - Take responsibility for own actions. Keep commitments.
• Quality - Demonstrate accuracy and thoroughness. Look for ways to improve and promote quality.
• Apply feedback to improve performance.
• Monitor own work to ensure quality.

Job Environment and Conditions: Home based role with the ability to come into the HDIS training facility as needed for orientation, meetings and training functions.