Call Quality Auditor
About The Position
The Call Quality Auditor evaluates patient scheduling and referral management calls for service quality, accuracy, and compliance. The role reviews agent performance, provides constructive feedback, and supports coaching, training, and quality improvement activities to strengthen procedural accuracy and the patient experience. This remote position is based in San Antonio, Texas, and requires the employee to live within 50 miles of San Antonio. The schedule is Monday through Friday, with eight-hour shifts during designated operating hours, excluding federal holidays. Assigned shifts may vary based on operational coverage, and overtime may be required. 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. CST / 11:00 a.m.–11:00 p.m. CDT for Hawaii operations. Compensation is $24.50–$25.79 per hour. Health and Welfare benefits are available up to $5.43 per hour in accordance with the Service Contract Act. Full-time positions are eligible for medical, dental, vision, and basic life insurance, a 401(k) plan, paid time off, and an annual bonus.
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 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 ability to manage competing priorities in a fast-paced environment.
- Must live within 50 miles of San Antonio, Texas.
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 with 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
- Medical insurance
- Dental insurance
- Vision insurance
- Basic life insurance
- 401(k) plan
- Paid time off
- Annual bonus
- Health and Welfare benefit of up to $5.43 per hour in accordance with the Service Contract Act
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
