Customer Experience Quality Management Analyst

DaVita Kidney Care

2d • Onsite

About The Position

This position serves as a coach and mentor for other positions in the department and has no direct supervisory responsibilities. It focuses on interpreting and implementing quality assurance standards, evaluating their adequacy, identifying training needs, and creating reports to communicate outcomes of call reviews. The role involves investigating customer complaints and non-compliance issues, making recommendations for training and development, documenting and participating in internal audits, and maintaining/updating the QA Dashboard. Additionally, the analyst will develop and implement new quality assurance requirements that meet compliance guidelines, including creating and maintaining actionable call templates, analyzing QA data, arranging reports, and conducting monthly calibration meetings with leadership. Other duties as assigned.

Requirements

• High school diploma or equivalent required
• Basic computer skills and proficiency in MS Word, Excel, and Outlook required

Nice To Haves

• Minimum of three (3) years' healthcare reimbursement experience preferred
• Experience with admissions, billing, and collections preferred
• Demonstrated knowledge of insurance rules, regulations and Coordination of Benefits for federal, state, and managed care payors in multiple states preferred

Responsibilities

• Interprets and implements quality assurance standards
• Evaluates and prepares adequacy of quality assurance standards
• Identifies training needs and organizes training interventions to meet quality standards
• Creates reports to communicate outcomes of call reviews
• Investigates customer complaints and non-compliance issues
• Makes recommendations on training and development improvement opportunities
• Documents and participates in internal audits
• Maintains, updates and provides training on QA Dashboard (currently using NICE)
• Develops and implements new quality assurance requirements that meet compliance guidelines
• Creates and maintains actionable call templates to measure agreed upon metrics
• Analyzes QA data, arranges reports, and conducts monthly calibration meetings with leadership

Benefits

• Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave
• Professional development programs
• On-demand virtual leadership and development courses through DaVita’s online training platform StarLearning

What This Job Offers

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