QA Training Analyst

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

📋 Description

• Perform regular evaluations of billing-related phone calls, Salesforce case documentation, and account activities according to established quality standards and scoring rubrics.

• Evaluate interactions for accuracy, adherence to policies and procedures, professional communication, patient experience, documentation quality, and payment processing accuracy.

• Identify quality risks, process inefficiencies, and potential training opportunities.

• Record audit findings and provide actionable recommendations to leadership.

• Monitor quality metrics and trends to aid operational decision-making.

• Engage in calibration sessions to ensure consistent scoring.

• Facilitate onboarding programs for newly recruited billing team members.

• Conduct instructor-led, virtual, and self-paced training programs.

• Assist in competency validation and readiness assessments.

• Develop onboarding plans and tailored learning pathways.

• Perform virtual coaching and skills demonstrations.

• Collaborate with leaders to identify training needs based on quality trends, policy updates, and business requirements.

• Provide refresher training and continuing education opportunities.

• Lead coaching sessions that focus on billing policies, payment collection practices, challenging patient interactions, customer service skills, documentation standards, and compliance requirements.

• Maintain training records and documentation of competencies.

• Create, update, and manage billing SOPs, work instructions, reference guides, and job aids.

• Work with operational stakeholders and subject matter experts to standardize workflows.

• Ensure documentation is aligned with current billing policies, regulatory demands, and operational processes.

• Conduct periodic reviews of SOPs and identify areas for improvement.

• Assist in document control processes and version management.

• Analyze quality findings to pinpoint recurring issues and their root causes.

• Suggest workflow enhancements to boost efficiency, accuracy, and client satisfaction.

• Aid in the implementation of new processes, technology upgrades, and policy changes.

• Participate in cross-functional initiatives aimed at quality and operational excellence.

• Support internal and external audits by maintaining quality and training documentation.

• Ensure the billing team's compliance with organizational policies and relevant regulatory requirements.

• Foster a culture of compliance, accountability, and continuous improvement.

• Perform other duties as assigned to meet team and organizational goals.

• Adhere to company policies, procedures, and applicable regulatory standards.

⛳️ Requirements

• 3-5 years of experience in healthcare billing, revenue cycle management, client services, patient financial services, or related healthcare operations.

• Experience in providing patient-facing or client-facing support.

• Demonstrated experience in conducting quality reviews, coaching, or training.

• Proven experience in developing process documentation and SOPs.

• Strong knowledge of healthcare billing and reimbursement processes.

• Familiarity with patient financial communications and best practices for payment collection.

• Ability to articulate complex billing concepts in a clear and patient-friendly manner.

• Excellent written and verbal communication skills.

• Strong coaching and facilitation abilities.

• Exceptional attention to detail.

• Analytical and problem-solving skills.

• Experience in developing SOPs, training materials, and job aids.

• Capability to manage multiple projects and priorities effectively.

• Commitment to continuous improvement and service excellence.

• An equivalent combination of education and experience may be considered.

• A bachelor’s degree is preferred.

• Preferred experience in genetic testing, laboratory medicine, molecular diagnostics, or healthcare reimbursement.

• Preferred experience with Salesforce, CRM systems, billing platforms, and learning management systems.

• Preferred experience in supporting onboarding and competency assessment programs.

🏝️ Benefits

• Equal opportunity employer dedicated to creating an inclusive and diverse workplace.

• Application accommodations available through Human Resources.

• Hybrid/Remote eligible work arrangement.