Telecom QC Analyst

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

📋 Description

• Conduct reviews and evaluations of program representatives utilizing a standardized quality scorecard.

• Evaluate patient experiences in accordance with FDA Adverse Events/Product Complaints regulations, HIPAA standards, and program policies and procedures.

• Monitor calls to identify and analyze potential trends.

• Collaborate with internal teams to create solutions aimed at enhancing patient experience.

• Compile and analyze internal quality reports for management oversight.

• Handle disputes and call requests that are submitted through the ServiceNow portal.

• Engage in or facilitate both internal and external calibrations to determine client requirements and expectations.

• Lead new-hire training sessions, introducing program quality standards and expectations.

• Prepare call records and related documentation for both internal and external client audits.

• Retrieve specific call records and generate reports based on findings.

• Edit call recordings to eliminate Protected Health Information as mandated by contractual obligations.

• Attend internal department meetings as necessary.

• Contribute to the development of call-monitoring formats and quality benchmarks.

• Identify and report pharmacovigilance data, including Adverse Events, as required by clients.

• Adhere to Valeris values, corporate policies, procedures, and Standard Operating Procedures (SOPs).

• Meet training deadlines and undertake additional tasks or projects as assigned.

• Collaborate with Patient Experience Center or Market Access Leadership, Training, and client teams.

⛳️ Requirements

• A High School Diploma or equivalent is required.

• At least 2 years of experience in customer service, reimbursement/insurance, healthcare billing, physician office, or health insurance processing is necessary.

• Experience in QA/QC audits is preferred.

• Intermediate understanding of FDA regulations regarding Adverse Events (AE)/Product Complaints (PC) and HIPAA guidelines is required.

• Capability to work both independently and collaboratively within a cross-functional setting.

• Ability to independently manage priorities without direct supervision.

• Demonstrated professionalism and integrity are essential.

• Must be fair and impartial.

• Strong problem-solving skills and the ability to make independent decisions.

• Proficiency in collecting, visualizing, and analyzing detailed data.

• Exceptional verbal and written communication and interpersonal skills are needed.

• Strong planning, time management, attention to detail, and organizational abilities are required.

• Comfortable interacting with all levels of management and diverse personalities.

• Basic knowledge of MS Office, including Word and Excel, is necessary.

• Familiarity with monitoring software such as Zoom Call Recording, Calabrio, or NICE Call Recording is preferred.

• Candidates should be able to type at least 35 words per minute with 97% accuracy.

• Flexibility to travel as required is preferred.

• Successful completion of a background check and, depending on the position, a drug screen is required.

🏝️ Benefits

• Comprehensive medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing towards premium costs.

• Access to Telehealth and Employee Assistance Program (EAP) services.

• Company matching contributions for Health Savings Account deposits.

• Free Basic Life and AD&D coverage equivalent to annual earnings, with a minimum of $50,000 and a maximum of $300,000.

• Company-funded Short-Term Disability coverage, with the option to purchase Long-Term Disability.

• 401(k) Retirement Savings Plan featuring a 100% match on the first 5% contributed, with immediate vesting.

• Paid Time Off (PTO) and Sick Leave provisions.

• Nine paid holidays in addition to two floating holidays.

• Opportunities for career advancement and personal and professional development.

• An engaging and stimulating work environment that encourages innovative ideas.

• An inclusive workplace and mission-driven culture.

• Background checks and, depending on the position, drug screening are a condition of employment.