Quality Assurance Specialist

Job Summary

Monitoring call quality and performance, the full-time remote Quality Assurance Specialist - Patient Access Scheduling will assess Patient Access Representatives, provide trend data to leadership, and support best practices for patient experience.

Key Responsibilities

• Monitor inbound and outbound calls to ensure compliance with company policies and assess customer service skills
• Perform call monitoring and provide trend data to leadership
• Create and maintain monthly department reporting of QA scores and trends

Required Qualifications

• High School Diploma required; Bachelor's degree preferred
• Minimum three years of experience in an appointment setting or customer service call center environment
• At least one year of experience in a quality assurance position
• Excellent computer skills, with familiarity in Microsoft Office software
• Prior experience with Five9, Relatient, and Athena preferred but not required