Healthcare - Quality Analyst (with Notice of Admission Experience)

Access Healthcare is looking for dedicated and detail-oriented Quality Analysts to join our Healthcare team.

The ideal candidate will have 1 to 3 years of experience auditing calls for healthcare accounts, ensuring adherence to quality standards, compliance requirements, and customer satisfaction metrics (CSAT).

Key Responsibilities:

• Conduct regular audits of inbound and outbound calls for healthcare accounts to evaluate compliance, quality, and customer satisfaction.
• Identify areas of improvement and provide actionable feedback to agents and supervisors to enhance performance.
• Ensure all communication aligns with client-specific quality guidelines and regulatory compliance standards.
• Collaborate with the training and operations teams to address gaps in processes and agent performance.
• Generate and present detailed quality reports to management, highlighting trends, key observations, and recommendations.
• Monitor and track the effectiveness of quality improvement initiatives and agent coaching sessions.
• Stay updated on healthcare regulations and industry best practices to ensure compliance and operational excellence.

Qualifications:

• 1 to 3 years of experience in a Quality Analyst role within a BPO setting, specifically for healthcare accounts.
• Strong knowledge of healthcare industry standards, compliance requirements, and US healthcare laws.
• Experience in NOA (Notice of Admission) required
• Proficiency in call auditing techniques and quality monitoring tools.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills for effective feedback delivery.
• Detail-oriented, with the ability to identify trends and insights from large data sets.
• Familiarity with CSAT metrics and strategies to enhance customer satisfaction.

Preferred Skills:

• Experience with quality management systems and reporting tools.
• Knowledge of HIPAA regulations and healthcare data confidentiality.