Call Center Quality Assurance Specialist

Monument Health Rapid City Hospital•Rapid City, SD

1d•Onsite

About The Position

The Quality Assurance Specialist ensures that healthcare services, processes, and documentation meet regulatory standards and organizational expectations. The role focuses on maintaining compliance, improving patient safety, and driving continuous improvement across clinical and administrative operations. This position reports to the Call Center Manager and requires working assigned schedules and hours as determined by the department.

Requirements

High School Diploma/GED equivalent in General Studies.
At least 1 year of quality assurance experience within healthcare or a call center.
Ability to work assigned schedules and hours as determined by the department.

Nice To Haves

At least 1 year of healthcare experience.
At least 1 year of revenue cycle experience.

Responsibilities

Monitor and audit communication healthcare processes to ensure compliance with federal, state, and organizational standards.
Develop, implement, and maintain quality assurance policies and procedures.
Conduct regular reviews of patient records, call center/customer service specialist performance, and clinical documentation for accuracy and completeness.
Collaborate with clinical and administrative staff to identify areas for improvement.
Provide training and guidance on quality standards, compliance, and best practices.
Track and report quality metrics, identify trends, and recommend corrective actions.
Investigate and resolve quality-related issues, ensuring corrective and preventive measures are implemented.
Perform all other duties as assigned.