QA Training Analyst

Baylor Genetics•,

About The Position

The Billing Customer Support Quality Assurance & Training Analyst ensures consistent delivery of accurate, compliant, and client- and patient-centered billing customer support. The role combines quality assurance and training for team members who assist patients, providers, and clients with billing policies, financial assistance programs, insurance inquiries, payment collection, and account resolution. The analyst evaluates billing interactions, identifies trends and coaching opportunities, facilitates new-hire onboarding, delivers ongoing education, and works with operational leaders to improve performance and service quality. The role also creates, maintains, and governs SOPs, job aids, training materials, and competency assessments to promote consistency and compliance across the billing organization. Responsibilities may evolve as organizational needs change.

Requirements

3–5 years of experience in healthcare billing, revenue cycle management, client services, patient financial services, or related healthcare operations.
Experience providing patient-facing or client-facing support.
Experience conducting quality reviews, coaching, or training.
Experience developing process documentation and SOPs.
Strong understanding of healthcare billing and reimbursement processes.
Knowledge of patient financial communications and payment collection best practices.
Ability to explain complex billing concepts clearly and in a patient-friendly manner.
Excellent written and verbal communication skills.
Strong coaching and facilitation skills.
Exceptional attention to detail.
Analytical and problem-solving abilities.
Experience developing SOPs, training materials, and job aids.
Ability to manage multiple projects and priorities.
Commitment to continuous improvement and service excellence.
Equivalent combination of education and experience may be considered.

Nice To Haves

Bachelor's degree.
Experience in genetic testing, laboratory medicine, molecular diagnostics, or healthcare reimbursement.
Experience with Salesforce, CRM systems, billing platforms, and learning management systems.
Experience supporting onboarding and competency assessment programs.

Responsibilities

Conduct routine evaluations of billing-related phone calls, Salesforce case documentation, and account activities using established standards and scoring rubrics.
Assess interactions for accuracy, policy and procedure compliance, professional communication, patient experience, documentation quality, and payment processing accuracy.
Identify quality risks, process breakdowns, and training opportunities; document findings and provide actionable recommendations to leadership.
Track quality metrics and trends and participate in calibration sessions to support consistent scoring and operational decisions.
Facilitate onboarding for new billing team members, deliver instructor-led, virtual, and self-paced training, and support competency and readiness assessments.
Develop onboarding plans and learning pathways, and conduct virtual coaching and skills demonstrations.
Partner with leaders to identify training needs and deliver refresher training and continuing education on billing policies, payment collection, difficult patient conversations, customer service, documentation, and compliance.
Maintain training records and competency documentation.
Create, revise, and maintain billing SOPs, work instructions, reference guides, and job aids; collaborate with stakeholders and subject matter experts to standardize workflows.
Ensure documentation reflects current policies, regulatory requirements, and operational processes; conduct periodic reviews, identify gaps, and support document control and version management.
Analyze quality findings to identify recurring issues and root causes, and recommend workflow improvements to efficiency, accuracy, and client experience.
Support implementation of new processes, technology enhancements, and policy changes, and participate in cross-functional quality and operational excellence initiatives.
Support internal and external audits by maintaining quality and training documentation and promoting adherence to organizational policies and applicable regulatory requirements.
Perform other duties as assigned and comply with company policies, procedures, and applicable regulatory requirements.