Qureos Mentor

Stamford Health

<div><p>Stamford Health, a well-established, award-winning Healthcare System with multiple locations in CT has an opportunity for a Full-time Medical Assistant in Norwalk.
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As a new Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent in order to improve our workforce and support our mission, to that end we offer:
</p><ul><li>Competitive salary
</li><li>Comprehensive, low-cost health insurance plans available day one
</li><li>Wellness programs
</li><li>Paid Time Off accruals
</li><li>Tax deferred annuity and (403b) pension plan
</li><li>Tuition reimbursement
</li><li>Free on-site parking</li></ul></div>
<br><div><p>The Contact Center Quality Assurance Analyst is responsible for quality monitoring incoming and outgoing calls via Voice and/or chat as well as associated documentation and/or scheduling of the appointments generated by Centralized Contact Center phone staff. The Contact Center Quality Assurance Analyst will provide actionable insight and assessing the quality of the performance of the Contact Center phone throughout Stamford Health who handle inbound/outbound calls with our existing and potential patients.
</p><p><b>MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:
</b></p><ul><li>Coordinate and/or participate call calibration sessions for all Contact Center phone staff throughout the organization.
</li><li>Provide balanced constructive feedback in partnership with the Contact Center Supervisors and prepares weekly and monthly reporting to Stamford Health leadership regarding staff performance.
</li><li>Effectively measure compliance against established expectations of the role and responsibilities of Centralized Contact Center phone staff <b>(Quality requirements will differ depending on the department)
</b></li><li>Monitor, listen and evaluate calls in 3 ways: live, recorded and side by side while communicating feedback to encourage and discourage certain practices.
</li><li>Evaluate and identify key behaviors that improve the patient experience.
</li><li>Detect broken internal processes, skills gaps and make informed decisions on how to bridge the gap and other areas of the organization that may be impacted by these changes.
</li><li>Monitor healthcare industry trends <b>(i.e., top missed points) </b>month to month at the agent and organizational level.
</li><li>Effectively research and report what other healthcare organizations are practicing to help improve the patient experience.
</li><li>Take the acquired trend information to incorporate it into a customized solution for improving Press Ganey results the organization and process improvement ideas based on data analysis and review.
</li><li>Effectively create a competitive analysis program to communicate regularly with senior leadership to help make the Stamford Health&rsquo;s Contact Center the best in the market.
</li><li>Design evaluation programs that remain focused on maintaining positive patient experiences.
</li><li>Assist in departmental cross-training for quality assurance.
</li><li>Strong ability to work independently and remotely when assigned.
</li><li>Demonstrate behavior consistent with Stamford Health&rsquo;s mission, vision, goals, objectives, and patient care philosophy.
</li><li>Demonstrate regular, consistent, and punctual attendance.
</li><li>Serve as the back up to other members of the support team to include Quality Associate, Team Lead and/or Training Instructor when needed.
</li><li>Partner with members of the staff support team to respond to pertinent emails and provide support for frontline phone staff.</li></ul></div>
<br><div><ul><li>2 to 3 years&rsquo; experience in a Contact Center or customer service environment with emphasis on quality improvement.
</li><li>Strong interpersonal skills with the ability to be self-directed and an attention to details.
</li><li>Strong ability to work on various assignments simultaneously.
</li><li>Strong ability to communicate tactfully, verbally in writing and in person at various different levels within or outside of the organization.
</li><li>Proficient with Microsoft Office &ndash; Word, Excel, and PowerPoint
</li><li>Ability to work on multiple tasks and effectively prioritize work to achieve company and personal goals
</li><li>Proficient organizational skills in relation to scheduling <b>(daily, weekly, monthly, yearly) </b>tasks
</li><li>The ability to deal with the demand of a fast paced and high-volume operation
</li><li>Ability to support internal staff
</li><li>Results-oriented with a willingness to take responsibility and initiative</li></ul></div><br><div></div><br><div></div>

Quality Assurance Analyst, Contact Center

<div><p><b>Participate and coordinate in clinical research studies conducted by supervising physician. Perform a variety of administrative duties to assist in the conduct of research trials. Supervises data manager and interns. Responsible for study initiation, subject recruitment, follow-up, data management, detailed record keeping and regulatory compliance, report writing, and correspondence with investigators, sponsors/CROs, IRBs, and regulatory authorities. Responsible for the new submission of protocols with subsequent amendments. Some participation in protocol writing. Educate research subjects, physicians, nurses, and ancillary staff on available research studies, study treatment/ required activities, and use/ side effects of investigational study drug. Responsible for initial and continuing education for Good Clinical Practice compliance.</b></p></div>
<br><div><ul><li><b>Review institutional review board approved protocol and protocol documents prior to study activation and patient enrollment.
</b></li><li><b>Coordinate Study feasibility and initiation.
</b></li><li><b>Review patient charts, database records, and other sources to screen and identify potential subjects for inclusion in a study.
</b></li><li><b>Attends and participates in investigator meetings, pre-study visits, and initiation meetings or coordinator meetings as appropriate.
</b></li><li><b>Collects and maintains accurate patient data for submission to Sponsor, maintaining proper patient records and coordinating the collection and shipments of specimens as required by protocol.
</b></li><li><b>Communicates study objectives and procedures to all relevant hospital units involved with the study, including the establishment of good rapport with the Principal Investigator and providing him/her with the required assistance.
</b></li><li><b>Communicates with the Sponsor or its representatives, schedules and facilitates study Monitor visits, and facilitates communication between Principal Investigator and Sponsor or Sponsor's representatives.
</b></li><li><b>Educate physicians, nurses, and ancillary staff regarding investigational product, trial activities, and requirements.
</b></li><li><b>Meet with potential subjects and their families to explain trial and treatment plan, and provide emotional and educational support.
</b></li><li><b>Collect pertinent information and data from study subject interviews, charts, study electronic devices and other sources.
</b></li><li><b>Meet with study sponsor and regulatory representatives to review and discuss conduct of the trial.
</b></li><li><b>Interacts with patients and families to ensure compliance with the protocol.
</b></li><li><b>Obtain written informed consent for subject to participate in trial prior to performing any study-related procedures.
</b></li><li><b>Coordinate research activities, including schedule appointments, laboratory tests, radiology and cardiology testing.
</b></li><li><b>Assists with maintaining accurate records of the receipt, inventory, and dispensation of study drug and materials.
</b></li><li><b>Assists the Director and Manager with protocol evaluation and feasibility.
</b></li><li><b>Responsible for speedy and adequate patient enrollment in all assigned studies and reflective of meeting department goals as proportionate to studies assigned.
</b></li><li><b>Compile and submit reports, documents, and correspondence to trial sponsor, institutional review board, and regulatory agencies.
</b></li><li><b>Oversees or submits new protocols to IRB and verifies that the proper document was received. In addition, submits amendments of protocols to IRB and verifies that the required corrections were inserted following the established procedures.
</b></li><li><b>Trains less experienced team members.
</b></li><li><b>Complete protocol required case report forms accurately, completely, and in a timely manner in Electronic Data Capture system or paper format.
</b></li><li><b>Prepare or oversee the preparation of biologic specimens for shipment to study reference laboratory.
</b></li><li><b>Utilizes Good Clinical Practices in the conduct of clinical trials as per established protocol. Follows Stamford Hospital&rsquo;s Standard Operating Procedures, AAHRPP, HIPPA, and FDA guidelines for clinical research, keeps updated with those procedures and/or guidelines, and complies with finance compliance policies and procedures.
</b></li><li><b>Responsible for the interdepartmental technical logistics for Device and Facility Use studies.</b></li></ul></div>
<br><div><ul><li><b>Bachelor's Degree in scientific field preferred or a BA and 3 years research experience
</b></li><li><b>Clinical research certification (such as CCRC, CCRP or other certification approved by Director) preferred. If not yet certified, expected certification within 18-24 months of hire date.
</b></li><li><b>Human Research Subject Protection and Good Clinical Practice Certification
</b></li><li><b>OSHA training for handling hazardous biologic and chemical materials</b></li></ul></div><br><div></div><br><div></div>

Clinical Trials Coordinator - Unlicensed

Join Stamford Health and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Stamford Health

ABOUT_COMPANY

Quality Assurance Analyst, Contact Center

Clinical Trials Coordinator - Unlicensed