Quality Assurance Administrator

2 months ago

Ludlow, United Kingdom Premier Medical Group Full time

**Position: Quality Assurance Analyst**

**Hours: 37.5 hours per week**

**Hybrid working available upon completion of probation period**

Premier Medical Group Ltd are part of the Kuro Health Group and currently have fantastic opportunities available to join the expanding team.

**Key Purpose**:
As an integral member of the Expert Management Team this role ensures medico legal reports produced by the Expert panel are fit for purpose by ensuring quality standards and performance metrics are met.

**Responsibilities - the What**
- To proof read medical reports, providing feedback to our panel of experts to ensure a Fit for Purpose report is provided to the Customer.
- To liaise with experts verbally and in writing to ensure standards are maintained and service level agreements are met.
- To identify expert performance issues and establish an appropriate escalation process to the MedCo Compliance & Expert Performance Manager and the Chief Medical Reporting Officer.
- To participate in the audit of experts when required.
- To monitor and report on expert compliance, identifying and raising any concerns to prevent complaints.
- To identify training and development needs and opportunities for experts.
- Where appropriate, train and develop experts to use CMR software such as WARP & EAS and understand our policies and procedures.
- To review monthly data against MedCo SLA requirements, undertaking trend analysis and participating in monthly Expert Performance Meetings.
- To assist with the mentoring of Experts as identified by the Chief Medical Officer and MedCo Compliance & Expert Performance Manager.
- To be aware of the needs of the customer and communicate regularly with customer-facing teams, responding positively to customer requests.
- To undertake workshops with customer-facing teams to share the knowledge of ‘what good looks like’ in a medical report.
- To undertake special projects relevant to the expert panel.
- To liaise with the wider Expert Management Team to address any concerns with expert performance.
- To distribute customer survey requests on a weekly basis.
- To collate customer survey responses, undertaking trend analysis and reporting on a monthly basis
- To provide support to the Expert Management Team as identified by MedCo Compliance and Expert Performance Manager.

**Behaviours - the How**
- Demonstrates a level of technical knowledge in relation to medical specialisms
- Strong attention to detail
- Ability to understand data and provide analysis.
- Ability to build good working relationships with internal customers
- Takes ownership and provides effective resolution of queries
- Strong organisational and analytical skills
- Maintains effective and consistent communication channels
- Takes ownership of personal development and progression
- Works effectively with others to achieve goals and objectives that deliver results
- Demonstrates a positive, can do attitude
- Adapts to change and is forthcoming with ideas which bring about improvements

**Core Competencies**
- Customer service - Standing in the shoes of our clients and customers
- Engagement and communication - Understanding and being understood
- Self-Development and commitment to learning - Being the best you can be
- Team work - Working with others to achieve more
- Results focused - Getting the job done
- Change and innovation - Turning good into great

**Person Specification**

**Education and qualification**

Essential:GCSE C grade or equivalent

Desirable: Customer service NVQ or equivalent Level 2, Business administration NVQ or equivalent Level 2

**Experience**

Essential: Is experienced in handling frequent in-bound and out-bound calls, Has proven administration skills in an office environment

Desirable: Has experience of complaints handling and customer care, Experience of working in a medical setting or medico legal environment, Experience of MedCo operations.

**Skills & Knowledge**

Essential: Is able to use standard Microsoft packages, Demonstrates good communication skills, both verbal and written, Demonstrates ownership and the ability to plan time effectively to deliver results

Desirable**: Has excellent IT skills with experience of data input and retrieval of information, Intermediate Excel skills (pivot tables), Medical Knowledge (familiar with medical terms)

**Behaviour**

Essential**:Thinks from the customers’ point of view, Has a collaborative approach to team work, Has a flexible approach and can adapt positively to change, Ability to work independently and as part of a team

Desirable: Is able to act quickly and decisively, Has an adaptive communication style, Demonstrates excellent assertiveness and influencing skills

**Employee benefits**

Role conditional on passing employee vetting process which includes a 5 year employment reference check, 3 year financial probity and basic criminal disclosure check.

**Job Types**: Full-time, Permanent

**Salary**: £22,500.00-£23,500.00 per year

**Benef

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