Quality Assurance Analyst, Call Centers

Overview of Position

• The primary responsibility of this position is to analyze, deliverables, procedures and overall quality of work performed. Regularly provides feedback to management to mitigate risks based on results in QA performance, identify and address gaps in our training materials, and recommend improvements while ensuring a consistent and optimal level of quality for all deliverables.

What will be my duties and responsibilities in this job?

• Reviews quality of work of assigned representatives in accordance with the Standard Operating Procedures (SOP)
• Provides timely feedback, including risk assessment on potential defects and functional / requirement gaps.
• Documents defects with detail and accuracy
• Uses quality monitoring system to record and track performance
• Identifies training needs and communicates needs to Manager
• Identifies and recognize trends. Provides recommendations to improve accuracy/efficiency
• Prepares and analyzes internal and external reports for management review
• Executes quality control plan for transformation projects: identify risk & quality during and for set time period after implementation
• Performs other duties as assigned by Leadership

What are the requirements needed for this position?

• Bachelor’s degree or equivalent experience preferred
• 2+ years of applicable work experience; preferably in revenue cycle
• Strong personal computer literacy required including working knowledge of relevant software packages such as Microsoft Office. Hospital system knowledge is a plus (EPIC/ Cerner/ Meditech)

What other skills/experience would be helpful to have?

• Outstanding customer service skills and dedication to providing an exceptional customer experience
• Effectively interact with people at all levels internally & externally
• Instills confidence through actions, communications, and knowledge
• Demonstrated ability to work with large amounts of data, including diligent checks for integrity, summation, and effective communication (written and verbal) to internal and external costumers.
• Ability to manage multiple priorities
• Excellent problem-solving abilities

What are the working conditions and physical requirements of this job?

• Work from home position
• General office demands

How much should I expect to travel?

• Up to 25% travel is required with this position.

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

COVID Vaccination Requirements

We remain committed to doing our part to ensure the health, safety, and well-being of our team members and our communities. As such, we require all employees to disclose COVID-19 vaccination status prior to beginning employment and we may require periodic testing for certain roles. In addition, some roles require full COVID-19 vaccination as an essential job function. Change Healthcare adheres to COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance.

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.com with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information.

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.