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As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.
UC Health is committed to providing an inclusive, equitable and diverse place of employment.
The Clerical Calls Quality Assurance Auditor is responsible for monitoring, evaluating, and documenting the quality of clerical calls to ensure compliance with organizational standards, regulatory requirements, and customer service expectations. This role supports continuous improvement by identifying trends, providing actionable feedback, and collaborating with leadership to enhance overall call performance and accuracy.
Call Monitoring & Evaluation
- Listen to recorded or live clerical calls to assess accuracy, professionalism, adherence to scripts, and compliance with policies.
- Evaluate calls against established quality standards and scoring guidelines.
- Document audit results clearly and accurately in tracking systems.
Compliance & Documentation
- Verify adherence to regulatory and confidentiality requirements (e.g., HIPAA if applicable).
- Ensure documentation completed during and after calls is accurate and complete.
- Maintain detailed records of audits and findings.
Feedback & Coaching Support
- Provide objective, constructive feedback to clerical staff and supervisors.
- Recommend targeted training or process improvements based on audit findings.
- Participate in calibration sessions to ensure scoring consistency across QA team members.
Reporting & Analysis
- Prepare regular reports summarizing audit outcomes, trends, and recurring issues.
- Collaborate with leadership to identify root causes and recommend solutions.
- Track progress on improvement initiatives and report on effectiveness.
Process Improvement
- Identify gaps in call handling processes, documentation, and compliance.
- Contribute to the development or revision of call scripts, checklists, and training materials.
- Support quality initiatives that improve customer experience and operational efficiency.
Education & Experience:
- High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
- Minimum 1–2 years of experience in clerical support, call center operations, or quality assurance auditing.
- Familiarity with call monitoring systems and QA tools preferred.
Skills & Competencies:
- Strong attention to detail and accuracy.
- Excellent listening and analytical skills.
- Clear and concise written and verbal communication.
- Ability to provide feedback in a constructive and professional manner.
- Knowledge of compliance standards (e.g., HIPAA) if applicable to the role.
- Proficient in Microsoft Office Suite and data entry systems.