Job Description
Bilingual Quality Assurance Coordinator
Location: New York, Connecticut, New Jersey
C: 3.85
Job Schedule
Regular Full-Time
Job Introduction
Maximus currently has an exciting opportunity for Bilingual (Russian) Call Center Quality Assurance Coordinators to support the New York Independent Assessor Program (NYIAP). This position will provide support to the NYIAP in New York City. Candidates must speak, read and write in both Russian and English.
This position is fully remote and can be located in the Tri-State area: New York, Connecticut, or New Jersey
Maximus has partnered with the New York State Department of Health to establish the New York Independent Assessor Program (NYIAP) for New York State Medicaid consumers who want to receive personal care services or community-based long-term services and supports. NYIAP Nurse Assessors conduct conflict-free assessments of these individuals using the Community Health Assessment tool to determine whether they qualify for these services. Independent Practitioners—physicians, nurse practitioners, and physician assistants—conduct clinical appointments to determine if the individual is medically stable to receive services in the community. The information collected from the assessment and clinical appointment is used by local Departments of Social Services, Medicaid Managed Care Organizations, and Managed Long Term Care plans to develop the individual’s plan of care and make determinations regarding the services the individual may receive.
Education and Experience Requirements
Primary Responsibilities:
- Quality-check consumer notices
- Compare consumer notices prior to mailing against information in MAX
- Conduct call monitoring for quality assurance purposes
- Ensure notices contain language regarding Fair Hearings when applicable
- Participate in the development of project goals and objectives, and monitor achievement of those goals
- Participate in project training activities for the purpose of achieving or maintaining quality assurance goals
- Escalate issues to management
- Ensure reports are accurate and all standards are being met
- Utilize MAXeb and other system applications to create reports on an ad-hoc basis
Minimum Qualifications:
- High School diploma or equivalent
- 2+ years experience in Customer Service
- Strong analytical skills; detail and solution oriented
- Ability to work independently
- Must read, write, and speak Russian in addition to English
Preferred Qualifications:
- 6 months of Quality Analyst experience
- Prior experience working in a contact center
Home Office Requirements:
- Maximus provides company-issued computer equipments
- Reliable high-speed internet service (you can test this by going to www.speedtest.net)
- Minimum 25 Mpbs download speeds
- Minimum 5 Mpbs upload speeds