Call Quality Auditor
About The Position
As a Call Quality Auditor, you will evaluate patient scheduling and referral management calls to identify improvement opportunities and help healthcare support teams deliver accurate, professional service. You will review agent performance, provide constructive feedback, and support coaching and training initiatives to strengthen service quality, procedural accuracy, and the patient experience. The schedule is Monday through Friday, with eight-hour shifts within designated operating hours, excluding federal holidays. Overtime may be required, and assigned shifts may vary based on operational coverage. Operating hours are 8:00 a.m.–8:00 p.m. Central Time for Pacific operations and 10:00 a.m.–10:00 p.m. Central Standard Time / 11:00 a.m.–11:00 p.m. Central Daylight Time for Hawaii operations.
Requirements
- High school diploma or GED.
- At least 1 year of healthcare administrative experience.
- Proficiency in Microsoft 365, including Teams, Excel, and Outlook; strong computer skills and the ability to learn new systems.
- Strong customer service, telephone etiquette, and written and verbal communication skills.
- Excellent attention to detail, critical thinking, problem-solving, and organizational skills, with the ability to manage competing priorities in a fast-paced environment.
Nice To Haves
- At least 2 years of call center experience.
- At least 2 years of leadership experience.
- Experience with CXone, MHS GENESIS, or other call center software.
Responsibilities
- Review inbound and outbound calls, monitoring at least 5% of each assigned agent’s calls monthly for service quality, accuracy, and compliance.
- Provide performance feedback, lead virtual coaching sessions, and participate in training and quality improvement activities.
- Monitor adherence to scheduling procedures, organizational policies, contractual requirements, and HIPAA standards.
- Document performance trends, service deficiencies, and positive outcomes, and recommend process improvements to leadership.
- Participate in calibration sessions, assist in developing training materials and job aids, and collaborate across departments to maintain consistent quality standards.
- Help manage call support queues, troubleshoot system issues, and document scheduling infractions and other quality concerns.
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.
- 401(k) plan.
- Paid time off.
- Annual bonus.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
