QA Analyst, Member Services
New
O
OneImagingHealth Technology
RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisSalesforceComplianceQuality AssuranceZendeskHIPAA
Requirements
- 3+ years of experience in call center quality or compliance roles.
- Experience in Digital Health, Health Insurance, or Tech-Enabled Services.
- Proven track record of performing high-volume quality audits.
- Ability to navigate complex regulatory landscapes.
- Proficiency in analyzing funnel metrics and quality data to drive operational improvements.
- Experience working in a high-growth startup environment with the ability to operate in ambiguity.
- Experience with modern QA platforms (e.g., Playvox, MaestroQA).
- Experience with CRM systems such as Salesforce or Zendesk.
Responsibilities
- Build the framework for the QA team to measure agent compliance and service excellence in a high-growth, tech-enabled healthcare environment.
- Ensure 100% adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standards during every member touchpoint.
- Develop and refine quality scorecards that balance technical compliance with the human side of care navigation.
- Organize and facilitate calibration sessions with operational leaders to ensure a unified vision of quality.
- Identify trends in member friction points, such as scheduling delays or insurance hurdles, and collaborate with cross-functional teams to resolve them.
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