Call Center Quality Assurance Specialist

Quality Assurance Specialist

The Quality Assurance Specialist ensures that healthcare services, processes, and documentation meet regulatory standards and organizational expectations. This role focuses on maintaining compliance, improving patient safety, and driving continuous improvement across clinical and administrative operations. Reports to the Call Center Manager.

Monument Health offers competitive wages and benefits on qualifying positions. Some of those benefits can include:

*Supportive work culture

*Medical, Vision and Dental Coverage

*Retirement Plans, Health Savings Account, and Flexible Spending Account

*Instant pay is available for qualifying positions

*Paid Time Off Accrual Bank

*Opportunities for growth and advancement

*Tuition assistance/reimbursement

*Excellent pay differentials on qualifying positions

*Flexible scheduling

Essential Functions:

• Monitor and audit communication healthcare processes to ensure compliance with federal, state, and organizational standards.
• Develop, implement, and maintain quality assurance policies and procedures.
• Conduct regular reviews of patient records, call center/customer service specialist performance, and clinical documentation for accuracy and completeness.
• Collaborate with clinical and administrative staff to identify areas for improvement.
• Provide training and guidance on quality standards, compliance, and best practices.
• Track and report quality metrics, identifying trends and recommending corrective actions.
• Investigate and resolve quality-related issues, ensuring corrective and preventive measures are implemented.
• All other duties as assigned.

Additional Requirements:

Required:

Education - High School Diploma/GED Equivalent in General Studies

Experience - 1+ years of Quality Assurance Experience within healthcare/call center

Preferred:

Experience - 1+ years of Healthcare Experience; 1+ years of Revenue Cycle Experience

Physical Requirements: Sedentary work - Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Job Category: Revenue Cycle

Job Family: Registration and Scheduling

Shift: Requires the ability to work assigned schedules and hours as determined by the department

Employee Type: Regular

15 Corporate Services Division

Make a difference. Every day.

Monument Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.