Only considering applicants in the following areas:
- El Paso, TX - Remote position
- Orlando and Gainesville, FL - Onsite
JOB SUMMARY
This position is responsible for the daily quality review of transactions and calls from voice staff in support of healthcare operations, overseeing quality assurance and improvement. Additionally, the position entails identifying, recommending, and implementing quality improvement programs and practices aimed at enhancing process improvement, customer experience and ensuring high-performing operation. It will be an individual contributor.
KEY WORDS
Quality Analyst, Good Communication, Customer feedback response handling, Agent feedback and coaching, RCA, CAPA, Quality Tools, RCM, US Healthcare
ESSENTIAL RESPONSIBILITIES:
- Achieve daily QA targets
- Review and assess transactions, including calls
- Provide fair, concise, and objective feedback
- Report findings to agents and leads for training and improvement
- Collaborate on quality processes and scoring techniques
- Timely report quality monitoring for agents
- Raise and resolve QA concerns promptly
- Coach and provide feedback to monitored personnel and supervisors
- Identify quality improvement opportunities using business tools
- Calibrate scores objectively
- Ensure consistency across sites and teams focusing on customer experience and performance
- Analyze quality data to identify root causes and recommend improvements
- Prepare monthly and ad hoc QA reports timely
- Work with leads and training team to address areas for improvement from QA results
SKILLS AND COMPETENCIES
- Provides regular coaching and feedback to agents
- Motivates employees for better results
- Strong communication and listening skills
- Capable of coaching for performance improvement
- Knowledgeable about the US Healthcare industry
- Understands healthcare provider business policies and practices
- Advanced interpersonal, presentation, and communication skills
- Effective problem-solving, decision-making, and innovative thinking
- Proficient in Microsoft Office
FORMAL EDUCATION AND EXPERIENCE
- HS Diploma or GED Required
- Experience in denial management and calling.
- 1-2 years of experience as full time quality analyst in US Healthcare
Pay and Benefits Pay Range Minimum: $17.88 per hour
Pay Range Maximum: $18.00 per hour
HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.
A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
Job Type: Full-time
Pay: $17.88 - $18.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- Monday to Friday
Education:
- High school or equivalent (Required)
Experience:
- Health care: 3 years (Required)
- Coaching: 3 years (Required)
- Quality analyst: 3 years (Required)
- Denial management: 3 years (Required)
Work Location: Remote
