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LifeCare Alliance
POSITION TITLE: Quality Assurance Coordinator, Full-time EEO CODE: 06
REPORTS TO: Quality Assurance Manager POSITION SUMMARY:
LifeCare Alliance's Nutrition Program's dedication to quality has allowed it to become one of the oldest, largest, and most trusted Meals-on-Wheels providers in the county. The Quality Assurance Coordinator is the first line of defense for ensuring the Agency continually meets quality and compliance standards set by Department and Agency leadership, as well as funding partners. This position is responsible for supporting customers, case managers, kitchen staff, drivers, dining center coordinators, volunteers, and other Agency personnel. Work requires exceptional communication and problem-solving skills and an ability to handle multiple functions at one time. This position requires an understanding of older adults and chronically ill individuals. A positive and cooperative image and attitude is crucial for this position. Work performed is under the general supervision of the Quality Assurance Manager.
PRINCIPLE RESPONSIBILITIES/ESSENTIAL FUNCTIONS:
(1) Lead delivery record/failed delivery processes:
a. Ensure delivery records are prepared and distributed accurately according to specific dock and delivery times.
b. Process all known failed deliveries and/or customer observations within the same business day.
i. Complete all follow up calls to customers, emergency contacts, and case managers; notes entered into the customer record; and associated billing updates.
ii. For any failed deliveries and/or customer observations that return after 5:00p, process no later than Noon the following business day.
c. Review returned delivery records for completeness (driver signatures, delivery times, customer signatures), and notify Driver Supervisors of any identified quality issues.
d. Guarantee that all returned delivery records are properly logged and filed.
i. For any missing delivery records, QA Coordinators will work with the Driver Supervisors to ensure missing delivery records are returned to the office within 7 days.
(2) Address customer and case manager service questions and concerns, including but not limited to delivery frequency, meal type selections, cancellations, and delivery and meal quality.
(3) Collaborate with the internal assessment team to address observation reports and to process internal referrals to other LifeCare Alliance departments.
(4) Manage the meal order processes - home-delivered (daily and frozen), dining centers, contracts - according to service level agreements set by Production and Distribution Kitchen Operations.
(5) Coordinate delivery of ancillary services, including but not limited to customer written communication, menus, pet food, fans.
(6) Develop process improvement recommendations throughout the program and assist with implementation of enhancements.
(7) Provide friendly, efficient, and professional telephone, email, and in-person customer service support to customers, case managers, drivers, dining center coordinators, volunteers, kitchen staff, and other agency personnel.
WORKING CONDITIONS:
Work in Agency office. Generally work eight scheduled hours between agency opening and closing, Sunday through Saturday, and holidays on a rotation schedule.
QUALIFICATIONS:
Associates degree in social work or Community Health Worker certification is preferred. Must have a minimum of 2 years' experience working for a not-for-profit, community services or government agency. Must have proven documentation and process management skills. Additional preferred experience working with older adults and disabled/chronically ill individuals. Employee must be detail-oriented and able to work in a fast-paced, deadline-driven, noisy environment. Must have a reliable vehicle, valid Ohio Driver's License, acceptable driving record, and adequate vehicle insurance to cover Meals-on-Wheels delivery.
KNOWLEDGE, SKILLS, AND ABILITIES:
Ability to communicate over the telephone and in person with a diverse public, including older adults and handicapped individuals.
Knowledge of modern office practices and procedures.
Exceptional customer service skills.
Ability to answer multi-line telephone system.
Experience inputting accurate data into computer database and running reports.
Ability to operate standard office equipment.
Ability to develop and maintain effective working relationships with departmental staff, agency staff, clients, volunteers, and members of the community.
Ability to work independently and with limited supervision.
Ability to maintain discretion and integrity in handling confidential information.
Ability to ask for supervisory assistance when needed.
Ability to meet strict deadlines by following through completely on assigned tasks.