Quality outcomes in healthcare administration are the result of high intention, sincere effort, and intelligent direction. Crucial for success in a competitive healthcare landscape, quality assurance systems offer a multitude of benefits, including early detection of problems, heightened client satisfaction, and cultivation of an esteemed reputation.
What is Quality Assurance?
From reducing rework to optimizing resources, Signature Performance distinguishes itself from competitors by implementing rigorous quality assurance measures in every aspect of our business. Robust quality assurance measures not only enhance the overall reliability of our offerings but also reduce administrative costs and burdens that impact the clients we serve.
Signature’s Quality Assurance (QA) team reviews recorded call center phone calls, scores the interaction, and provides actionable feedback to our Associates being audited. These processes ensure timely and accurate information is relayed to providers and patients, opening the door for greater access to care. In addition, quality assurance allows our team to minimize errors and misinformation, which results in greater claims resolutions.
The Quality Assurance Cycle
Associates complete a claim in their respective systems.
The claim flows through the Intranet tracker, a QA process.
A random pool of the Associate’s work is selected for a QA audit.
The QA team reviews the audit, gives feedback, and guides learning.
Associates implement corrections hands-on and improve for the future.
On top of it all, the QA department assists with writing desk procedures, which undergo frequent changes. Quality assurance is responsible for collaborating with management to identify and alleviate any misunderstandings to ensure organizational cohesiveness, especially amongst new team members who are audited daily as an extension of their training.
Instilling Client Confidence
A fundamental piece of Signature’s success is our commitment to quality assurance, fostering confidence and loyalty in our client relationships. Our exceptional rating on a recent Contractor Performance Assessment Reporting System (CPARS) review is a testament to the quality of our products and services. Year after year, our excellent ratings build our clients’ confidence in Signature, leading to increased opportunities to carry out our mission.
“We have built a strong rapport with our clients, beginning with small contracts and working our way up. We don’t want to just meet their quality standards, we want to take it up a notch. We use their scoring guidance in conjunction with our own to drive correction,” Ginny Lockard, Director of QA Training, said. “We have been able to highlight our QA program to our clients, and they are very impressed with it, which speaks volumes of the caliber of our processes and our team.”
Complying to Standards
Exemplifying our core value of integrity, Signature’s quality assurance practices ensure that we consistently comply with industry standards, regulations, and client expectations. Not only is it an ethical best practice to adhere to quality standards, but often it is a legal requirement.
These corrective measures resulted in error-free operation and an improved user experience, thereby ensuring timely processing that meets client expectations. When we act with integrity, we strengthen the relationships with our clients and in return, the people we serve, fostering their trust in our ability to safeguard their healthcare experiences.
Committing to Continuous Improvement
Quality assurance drives continuous improvement by analyzing feedback, identifying areas for enhancement, and supporting Associates through change implementation. QA team members have a unique opportunity to watch Associate skill sets evolve from when they are first hired to when they are settled in and thriving. Quality assurance helps Associates on the call center floor understand programs, utilize desk procedures, and improve performance metrics.
In 2023, the Signature’s QA team surpassed 360,000 auditing touchpoints across all lines of business, equating to more than 1,000 interactions each day of the year. From crafting an audit hub to improve documentation efficiency to gaining new lines of business, Signature continually invests in quality assurance systems and derives valuable insights from identified trends.
Looking Forward
Quality assurance enhances product delivery, improves customer satisfaction, and maximizes return on investment, impacting our clients’ well-being and success in a competitive market. As we strive for excellence in all aspects of our business, let us reaffirm our commitment to quality assurance. By doing so, we lay the foundation for sustained success, client satisfaction, and a positive impact on our mission of improving the health of our clients’ business and making the lives of the people we work with better.
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