Call Quality Auditor

This is a fully remote position, open to applicants in Texas.

📋 Description

• Evaluate incoming and outgoing patient scheduling and referral management calls.

• Review at least 5% of calls from each assigned agent monthly to ensure service quality, accuracy, and compliance.

• Offer performance feedback and facilitate virtual coaching sessions.

• Engage in training and quality enhancement initiatives.

• Ensure compliance with scheduling procedures, organizational policies, contractual obligations, and HIPAA regulations.

• Record performance trends, service gaps, and successful outcomes.

• Suggest process enhancements to leadership.

• Take part in calibration sessions.

• Aid in the creation of training materials and job aids.

• Work collaboratively across departments to uphold consistent quality standards.

• Assist in managing call support queues.

• Resolve system-related issues.

• Log scheduling violations and other quality-related concerns.

⛳️ Requirements

• A high school diploma or GED is required.

• At least 1 year of experience in healthcare administration is necessary.

• Proficiency in Microsoft 365 applications, including Teams, Excel, and Outlook.

• Strong computer skills with the ability to adapt to new systems.

• Excellent customer service skills, telephone etiquette, and both written and verbal communication skills.

• Outstanding attention to detail, critical thinking, problem-solving, and organizational abilities.

• Capability to prioritize tasks in a fast-paced environment.

• Availability Monday through Friday for eight-hour shifts within set operating hours.

• Overtime may be necessary.

• Preferred: At least 2 years of experience in a call center setting.

• Preferred: A minimum of 2 years of leadership experience.

• Preferred: Familiarity with CXone, MHS GENESIS, or other call center software.

🏝️ Benefits

• Health & Welfare allowance of up to $5.43 per hour, in accordance with the Service Contract Act.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Basic life insurance.

• 401k plan.

• Paid time off.

• Annual bonus.

• Comprehensive and competitive full-time benefits package.