• Quality Assurance Analyst

    Job Locations US-NC-Charlotte
    Department
    Quality Assurance - Nc
    Employment Type
    Regular Full-Time
  • Position Summary

    WESTMED Practice Partners is currently seeking a Quality Assurance Analyst to join the Charlotte team. The Quality Analyst will be responsible for assessing the quality of the performance of our Call Center and Revenue Cycle Associates who deal with our internal and external customers. The analyst will monitor calls, tasks, and email responses (when needed) to assess demeanor, technical accuracy, customer service performance, and conformity to company policy and procedures. This individual will assist in developing, creating, and implementing quality process and procedures; as well as make recommendations for enhancements to training materials as needed to enhance the overall customer experience. Serves as a resource and role model for the organization’s employees and contributes to the development of quality improvement initiatives.

     

    Essential Job Functions & Responsibilities

    • Performs QA monitoring using real time or recorded calls and provides written evaluations of each call to ensure adherence to organizational policies
    • Uses quality monitoring data management system to compile and track performance at team and individual level
    • Analyzes inbound data, internal tracking systems, and employee feedback to isolate quality deficiencies in a complete, accurate and timely manner.
    • Participates in management meetings to identify customer needs and expectations.
    • Prepares and analyzes quality reports for management staff to review on a weekly, monthly, quarterly, and yearly basis.
    • Problem solves and makes recommendations to improve processes.
    • Assists in the identification and assessment of training needs within the department.

    Required Qualifications

    • Associate degree in health or business administration or equivalent work experience
    • Three to five years of customer service/call center experience.
    • Prior experience in analyzing and interpreting data and recommending solutions.
    • Prior experience in Medical Records, Medical Billing and/ or Medical Coding is preferred.
    • Strong coaching & feedback experience.

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