Quality Assurance (QA) Analyst

Advanced Technologies & Laboratories International, Inc. (ATL) is hiring a Quality Assurance (QA) Analyst for the National Institute for Occupational Safety and Health (NIOSH), World Trade Center Health Program.

To provide services focused on supporting the management and oversight aspects of the reauthorization of the James Zadroga 9/11 Health and Compensation Act of 2010. On December 18, 2015, President Obama signed the James Zadroga 9/11 Health and Compensation Reauthorization Act which reauthorized the World Trade Center (WTC) Health Program for 75 years, ending in 2090.

The "QA Analyst" will serve on the World Trade Center Health Program's Quality and Evaluation Team in the Research and Evaluation Branch as the primary systems quality assurance resource and testing lead assigned to system application design, development, and implementation. The QA Analyst will support the ongoing maintenance and design of the CARE Portal, analytic dashboards, quality monitoring tools, research databases, and other systems and tools as they are developed and used by and for the WTC Health Program, internally or externally. The "QA Analyst" will interface with a diverse set of federal and internal and external contract staff, including front-line customer service staff, health insurance specialists, HIPAA Privacy specialists, IT developers, and medical clinicians. Candidates must be detail-oriented and able to successfully balance multiple technically complex projects. They must also possess innovative problem-solving abilities, and excellent verbal and written communication and customer service skills. Technical guidance will be provided by the Quality and Evaluation Team Lead, individual project leads for the systems being tested, and the position will interact frequently with the Information Technology, Security, and Privacy Team Lead, commensurate with level of duties.

Support the development team and end users to understand, document, and implement operational processes and system requirements in alignment with Program needs
• Utilize various testing methodologies to assess software functionality, performance, security, and overall user experience
• Develop system testing strategy and plan to assess functionality, performance, reliability, stability, and compatibility of systems and applications, including test plans, test cases, test scripts, and regression testing
• Diagnose system errors, issues, and inconsistencies prior to, during, and after system go-live
• Independently identify and troubleshoot system issues
• Analyze reported issues to determine root cause (e.g., user error, system bug), escalate identified issues and inefficiencies, and recommend potential short-term workarounds and long-term solutions to optimize user satisfaction and utilization of the system
• Identify opportunities for quality improvement to establish better test cases, improve testing coverage, mitigate risk, and prevent issues from occurring in the future
• Perform pre-production reviews to determine that system features and functionality meet the needs and expectations of the Program, development team, and system users
• Facilitate user testing to support user acceptance and other pre-production efforts
• Communicate and report to the project team, end users, and Program leadership on quality assurance, system progress, and to resolve complex issues
• Serve as one of the liaisons between system users and the development team by translating nuanced business needs into technical requirements
• Support acceptance criteria development and systematic review for assessment of system readiness, internally and externally
• Make recommendations for process improvements and standardizations related to assigned tasks, and implement recommendations with minimal guidance
• Remain informed on Program legislation, regulations, policies, and procedures and their potential impact on systems and reporting
• Remain informed on industry best practices for system testing
• Represent the team with professionalism, integrity, and empathy

The "QA Analyst" may also be asked to perform other duties as assigned, including supporting project documentation and communication-including work instructions, troubleshooting guides, requirements documents-and providing training and support for end users. These secondary duties include:

• Guide users remotely through clear, step-by-step troubleshooting instructions to resolve issues and follow up to ensure satisfactory resolution
• Assist users in using system features correctly and efficiently
• Support development of polished, error-free training materials, reference guides, and Standard Operating Procedures to support system users
• Support requests, inquiries, and complaints coming to the team through the team email inbox or other means, such as phone calls and reported issues
• Support provision of user roles and permissions to authorized system users, with minimum necessary access to Protected Health Information (PHI)
• Support training of system users remotely and in person so that they are comfortable using the system and can optimize its use for their job duties
• Document, monitor, and coordinate response to issues to ensure timely issue resolution
• Support communicating known issues (e.g., system outage) and status updates to users on behalf of the team
• Remain informed on evolving system functionality, features; be able to communicate status to users and the development team
• Provide timely, friendly, and effective assistance to ensure the system meets user needs

Organizational Context: This work is for the WTC Health Program only and work will be related to quality assurance for systems development, implementation, and maintenance.

Special Considerations or Requirements: The knowledge, skills and abilities are specific in this task area and shall include:

• 10+ years' experience in health systems quality assurance
• Bachelor's degree in healthcare administration, IT, informatics, health information management, science, data analytics, or similar preferredExpert technical skills in quality assurance for health systems; ability to develop testing plans and risk mitigation strategies; an ability to diagnose issues and perform routine troubleshooting
• Experience in healthcare management, systems, and technology
• Demonstrated customer service experience with diverse customer base
• Ability to translate technological jargon into plain language and vice versa
• Clear, concise, and effective written and verbal communication skills
• Strong analytical and problem-solving skills
• Ability to quickly learn, understand, and communicate on complex and interrelated processes
• Ability to discern when an issue can be handled directly and when to escalate
• Proficient in Microsoft Office Suites, including Excel, Outlook, and SharePoint
• Experience with clinical software and other healthcare computer applications preferred

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing HRDepartment@plan-sys.com, or by dialing 703-575-8400.