Location: New York,NY, USA
Description & Requirements
Maximus is currently hiring for Quality Assurance Coordinators to support the OPWDD CANS project The incumbent must possess a diverse set of skills to excel in the role. Key competencies include the ability to develop and maintain effective quality assurance programs for both central and field offices, as well as subcontractors.
About the Program: Office of People with Developmental Disabilities-Children and Adolescent Needs and Strengths Assessment Services
Maximus conducts conflict-free assessments of children and youth aged 6-17 who have intellectual and development disabilities on behalf of the New York State Office for People with Developmental Disabilities (OPWDD). Maximus Assessors use the Child and Adolescent Needs and Strengths (CANS) comprehensive assessment tool to identify the strengths, interests, and needs of these children and youth, information which assists Care Coordination Organizations (CCO) in their person-centered care planning.
Essential Duties and Responsibilities: - Responsible for evaluating staff members on the quality of work performed as measured against project standards, contractual requirements and performance measures. - Assist with the development, design and recommend strategies or activities intended to improve performance in Call Center Operations. - Assist with the development, analysis and distribution of project reports and performance indicators. - Regularly assess the knowledge needs of the staff related to processes and policies regarding the client/contract operations and develop plans to meet those requirements. - Conduct monitoring activities for quality assurance purposes. - Assist with monitoring performance and meeting contractual requirements. - Remain up-to-date on policies and procedures for all operations, assists in developing new procedures, and updates existing procedures when changes occur. - Assist in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows. - Assist with staff training, as necessary. - Meet all standards established for this position as outlined in the attached performance criteria. - Perform other duties as may be assigned by corporate management. Minimum Requirements: - High School diploma or equivalent with 0-2 years of experience. - May have additional training or education in area of specialization. - Work on assignments that are routine in nature, with responsibilities easily learned on the job. - Acquire job skills and learns applicable policies and procedures to complete routine tasks. - Able to read, understand & perform assignments within prescribed guidelines. - Communicate routine information in a clear and accurate way with internal & external contacts.
Primary Responsibilities:
* Develops and maintains an effective quality assurance program for the Operations Support Unit.
* Participates in developing project goals and monitoring achievement of those goals.
* Train staff to achieve or maintain quality assurance goals.
* Effectively communicates with all facets of project to further quality assurance goals.
* Develops routine and ad-hoc reports as assigned by the QA and Training Manager.
* Utilizes MAXeb, Genesys and other systems to produce reports and quality reviews of assignments
* Conduct random call monitoring on scheduling calls for completeness, accuracy and consistency and provide written reports on findings.
* Meets all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position.
* Performs other duties as may be assigned by the Quality Assurance and Training Manager.
Minimum Requirements:
* Bachelor's degree in business, education, computer science, statistics, health, social services, or related field is required.
* Strong analytical skills.
* Experience in a management or quality assurance position in health or human services field.
* Ability to work independently.
* Excellent written and oral communication skills.
* Ability to use spreadsheet or database software.
* Medicaid experience preferred.
Home Office Requirements:
* Maximus provides company-issued computer equipment
* Reliable high-speed internet service
* Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity
* Minimum 5 Mpbs upload speeds
EEO Statement
EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We?re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.