Position Summary

The Quality Assurance Specialist - Customer Support is responsible for utilizing company information technology systems and defined standards and will be responsible for assisting in the support, maintenance and coordination of a data integrity and quality programs that will focus on maintaining accurate data records (particularly client information) and provisioning portal accounts for external clients. The specialist will also participate in regular Customer Support Quality Control activities, including phone call monitoring and case setup reviews. The establishment and maintenance of key working customer service-oriented relationships with various departments will be necessary to complete the above-stated functions.

Job Responsibilities

• Day to day tasks would include (but not be limited to): receiving, researching and validating new client information from internal groups (Sales and Client Services); entering validated new client information into Laboratory Information System (LIMS); creating Oncology Portal accounts for new clients; data cleansing efforts; and supporting business requests related to pulling data for special projects.

• Maintains data integrity standards among the client and patient systems utilized within the business – most typically the Client Relationship Management (CRM) and Laboratory Information System (LIS) programs.

• Supports and follows data integrity procedures, processes and policies that efficiently enhance and enforce data integrity standards.

• Supports and follows sound communication systems with key teams affected by data integrity issues. Ensure and facilitate communication and collaboration amongst diverse groups.

• Takes a ‘hands on’ approach to data cleaning as it relates to client data.

• Meets all deliverables and goals set by department.

• Meets all regulatory agency requirements as they pertain to job function.

• May assist Information Technology and business teams to obtain root cause, alternatives, and assist in action plans for resolution of issues related to solutions.

• Conduct training as needed, related to tasks and duties performed within Customer Support.

• Provides management with metrics / analytics related to data requests.

• Assists as needed to perform other related duties and special projects as required.

Required Qualifications

• High School diploma or equivalent required.

• Understands HIPAA and importance of privacy of patient data.

• Demonstrated ability to utilize specialty software applications for position.

• Comfortable with data, analytics, and system architecture methodologies.

• Proficient in 10 key and alpha/numeric data entry.

• Proficient with database system management / maintenance.

• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.

• Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening and reference verification.

Preferred Qualifications

• Bachelor’s degree preferred.

• Prior experience in a highly standardized data entry environment preferred.

Physical Demands

• Will work at a computer most of the time.

• Must possess ability to sit and/or stand for long periods of time.

• Must possess ability to perform repetitive motion.

• Ability to lift up to 30 pounds.

Other:

• This position may require some evenings, weekends and/or Holidays.