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Operations & Quality Analyst

Operations & Quality Analyst

29098
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SKILL REQUIREMENTS

AccountStaff is seeking dedicated Operations & Quality Analyst to uphold and enhance the quality of healthcare support services. This contract-to-hire position offers a hybrid work environment, combining the flexibility of remote work with onsite collaboration on Tuesdays, Wednesdays, and Thursdays. Make a meaningful impact by ensuring adherence to SOPs, improving agent performance, and supporting our mission to deliver exceptional patient care.

What You Will Be Responsible For:

  • Evaluating work completed by Operations agents against program SOPs, WINs, business rules, and related documentation
  • Providing coaching and feedback to Operations agents to identify areas of improvement
  • Participating in calibration meetings to align quality standards with internal and external stakeholders
  • Escalating critical quality issues promptly to senior management
  • Contributing to quality initiatives through data analysis, process reviews, and workflow audits
  • Assisting with training sessions, including new hire onboarding and refresher programs
  • Performing audits on various operational activities, including benefit verification, patient assistance, software support, and inbound communications
  • Supporting other QA functions as needed to meet departmental goals
  • Flexibility to work occasional evenings or weekends in response to business needs

Required Skills:

  • High school diploma or equivalent; relevant experience considered
  • Prior quality control or QA experience highly preferred
  • Moderate proficiency in Excel (data validation, entry, tables, simple formulas)
  • Experience in technical writing such as SOPs, User Manuals, or Work Instructions
  • Strong analytical skills with the ability to interpret data and provide actionable insights
  • Knowledge of healthcare benefits, claim processing, contact center operations, and SOP execution
  • Excellent active listening, problem-solving, and attention to detail
  • Strong collaboration skills within a matrix environment
  • Ability to monitor communications effectively and demonstrate empathy in patient interactions
  • Proficiency with PowerPoint and typing skills

Nice to Have Skills:

  • Experience with healthcare software systems
  • Additional certifications related to quality assurance, healthcare, or customer service
  • Prior experience with calibration or performance metric analysis
  • Knowledge of healthcare compliance standards and regulations
  • Bilingual abilities or multilingual communication skills

If you are detail-oriented, results-driven, and eager to contribute to a team dedicated to healthcare excellence, we encourage you to apply today. Elevate your career with AccountStaff and help deliver the high-quality service that patients rely on every day.

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