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Job Description

Do you want to make a difference?

Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?

Job Description

Come Join Our Team

Cognosante provides services in support of the Health Resources and Services Administration (HRSA) Provider Services Support Center (PSSC) to provide a broad range of customer and provider experience lifecycle management support services. This includes but not limited to bi-directional provider support services; tracking of provider interactions; ticket support; providing technical direction and oversight; reporting, data sharing; and improving business workflow and processes for the PRF in alignment with HRSA’s strategic goals and objectives.

What is the position?

The Quality Assurance Manager is to provide QA support to monitor performance for all HRSA PSSC operations to meet minimum standards in the SLAs and Performance Metrics.

What will I get to do ?

Specific responsibilities of this position include, but are not limited to:

• Hosting program-level calibrations

• Conducts audits and reviews using scoring protocols for calls and/or case records using a pre-determined set of criteria, documenting results in a detailed report.

• Supports data entry and analysis following minimum standards and defined SOPs as specified in the Quality Management Plan.

• Maintains and provides all records and reports pertaining to QA documentation.

• Ensures the quality and operations teams remain calibrated to the program through hosted calibrations and random spot checks of completed quality audits.

• Forecasts and manages quality audit production scheduling.

• Ensures all team members adhere to and promote auditing standards, participate in team meetings, training requirements and calibration sessions.Supports analysis of quality evaluations, customer satisfaction surveys, and adhoc reporting needs.

What qualifications do I need?

• Bachelor’s Degree or 4 years of equivalent work experience

• 5 years QA experience

• QA management experience

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level

• Experience in delivering client-focused solutions based on customer needs

• Proven ability to manage multiple projects at a time while paying strict attention to detail

• Excellent listening, negotiation, and presentation skills

• FLuent in both English and Spanish with excellent verbal and written communications skills

• Self-motivated and able to thrive in a results-driven environment

• Natural relationship builder with integrity, reliability, and maturity

• Ability to prioritize among competing tasks

• Critical thinking and problem-solving skills

• Excellent time and project management skills, always looking to improve inefficient processes

• Keen attention to detail and adherence to deadlines

• Expert at Microsoft Office Suite, Database Querying & Reporting

What additional characteristics will help me thrive ?

• Prior experience supporting call center operations and quality assurance.

• Experience with analysis trending and data visualizations

What We Offer  

Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that: 

• Ensure optimal health and productivity of our employees  

• Support employee retention and attraction 

• Provide work/life balance to ensure our employees succeed inside and outside of the office 

Compensation

$50,811.81 - $76,217.71

The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.

Cognosante will not provide sponsorship for employment-based immigration benefits for this position.

What We Promise  

Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good.

We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.  

Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com).

We will never send communications through any other domain, including @cognosantecareers.com, @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at jobs@cognosante.com

At Cognosante, we innovate with purpose. Each day, we create meaningful change by delivering mission-driven solutions for healthcare, civilian, and defense government agencies. When you work at Cognosante, you’ll apply your talents and grow your career with an organization that believes in the missions of our customers – and the right every employee has to an inclusive, flexible, and collaborative workplace. Work with us, and you’ll be challenged and supported—and have the platform to elevate your career to wherever your professional aspirations lead.​

Get to know Cognosante employees

• We’re driven by our customers’ missions, and measure success by how we improve lives.

• We believe innovative solutions start with an innovative culture.

• We believe customer understanding is the key to creating innovative solutions.

• We know we are stronger together, and we value the diversity of our people.

• We believe growth should be a core job benefit.

Like many other companies, Cognosante has been targeted by scammers making fraudulent job offers to potential candidates. As shared on our company website (https://cognosante.com/careers/) , communications from Cognosante recruiting are only sent with an official corporate domain email (e.g., @cognosante.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com)). We will never request payment from an applicant, nor will we send payment to an applicant, prior to that individual’s start date.

We want to recommend a couple of ways that you can report this incident and take action against these scams:

-The FBI: File a Complaint (https://www.ic3.gov/Home/FileComplaint)

-The FTC: Report Fraud (https://reportfraud.ftc.gov/#/)

Also, if you're not sure where to report the scam, you can find some guidance here: Where to report scams | USAGov (https://www.usa.gov/where-report-scams) .