QA Analyst (Health Services)
$73,000–$78,000 year
On-siteNew York City, New York, United States or New York, United States
Job Summary
Conduct concurrent monitoring and scoring of phone calls between members and Patient Advocates to assess response accuracy, professionalism, and timeliness. Perform quality control on documentation in Microsoft Dynamics and vendor systems to ensure corporate standards are met. Analyze quality review results and operational data to identify trends, root causes, and opportunities for process improvement. Identify workflow deficiencies, investigate errors, and produce reports with recommendations for management. Develop training needs for Patient Advocates and provide feedback on system-related processing errors. Conduct telephonic surveys on Health Fund programs and support departmental audits and special projects.
Required Qualifications
- 3+ years of experience in call center operations, healthcare operations, health services, or a related field
- Expert knowledge of internal corporate systems (Dynamics, Cisco, V3, etc.)
- Expert knowledge of the benefits offered by the Fund
- Expert knowledge of Health Services standard operating procedures
- Strong experience in member call and note taking requirements
- Demonstrates attention to detail, quality, and consistency
- Outstanding written, oral communication, and interpersonal skills
- Must be able to maintain the highest level of confidentiality and high credibility when assessing customer care protocols
- Speak, read, write, and understand English & Spanish
- Reasoning Ability: High
- Associate degree or equivalent work experience in the healthcare industry preferred
Desired Qualifications
- Prior knowledge conducting call audits, quality reviews, and performance evaluations
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