Call Quality Auditor

International SOS Government Medical Services • San Antonio, TX

1d • Remote

About The Position

The Call Quality Auditor evaluates patient scheduling and referral management calls to improve service quality, procedural accuracy, compliance, and the patient experience. The role reviews agent performance, provides constructive feedback, and supports coaching, training, and quality improvement initiatives. The position is remote for candidates who live within 50 miles of San Antonio, Texas. The schedule is Monday through Friday, with eight-hour shifts assigned within designated operating hours. Assigned shifts may vary based on operational coverage. Overtime may be required. Federal holidays are excluded.

Requirements

• High school diploma or GED.
• At least 1 year of healthcare administrative experience.
• Proficiency in Microsoft 365, including Teams, Excel, and Outlook, with 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.
• 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 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

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED