Performance Coordinator

Performance Coordinator

We are seeking a Performance Coordinator to support quality assurance and operational excellence within a patient support services environment. This role is responsible for evaluating customer interactions, monitoring quality performance, analyzing trends, conducting audits, and partnering with leadership to drive continuous improvement initiatives.

The ideal candidate will have experience in call quality auditing, patient support programs, data analysis, and performance monitoring. This position plays a key role in ensuring compliance, enhancing customer experience, and supporting quality standards across the organization.

Key Responsibilities:

Evaluate customer calls and case interactions using established quality standards and provide constructive feedback to improve performance.

Accurately score transactions and audits based on organizational policies, procedures, and program requirements.

Monitor and assess voice and non-voice interactions to ensure compliance with quality standards and regulatory requirements.

Identify trends, opportunities for improvement, and successes within the customer experience and communicate findings to leadership.

Prepare and present weekly and monthly quality reports, performance metrics, and trend analyses.

Participate in and facilitate internal and external calibration sessions to maintain scoring consistency and quality standards.

Lead or support quality improvement initiatives, process enhancement projects, and service expansion efforts.

Conduct investigations, root cause analyses, and recommend corrective actions when performance gaps are identified.

Perform gap assessments to ensure adherence to program requirements, operational procedures, and compliance standards.

Maintain knowledge of quality assurance methodologies, industry regulations, HIPAA requirements, and operational processes.

Collaborate cross-functionally to interpret requirements, educate stakeholders, and drive quality-focused outcomes.

Identify coaching opportunities, training needs, and potential performance concerns for leadership review.

Build strong working relationships with internal teams and external stakeholders while maintaining a customer-focused approach.

Support process optimization efforts by identifying efficient and effective ways to improve workflows and service delivery.

Analyze complex information and performance data to solve problems and support informed decision-making.

Demonstrate accountability, adaptability, and strong communication skills in a dynamic work environment.

Qualifications & Skills:

High School Diploma, GED, technical certification, or equivalent experience required.

3+ years of call quality auditing or quality assurance experience strongly preferred.

3+ years of experience within a Patient Support Program, Hub Services, or healthcare support environment preferred.

Experience with Adverse Event reporting and reconciliation strongly preferred.

Strong experience in data collection, reporting, trend analysis, and performance monitoring.

Proficiency with Microsoft Office applications including Excel, Outlook, PowerPoint, and Word.

Excellent verbal and written communication skills.

Strong attention to detail and commitment to delivering high-quality service.

Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Experience working with highly detailed and compliance-sensitive processes.

Bilingual Spanish is a plus.

Strong analytical, problem-solving, and reporting skills.

Demonstrated ability to drive process improvements and implement quality assurance initiatives.

Experience providing guidance, coaching, or technical support to team members is preferred.

Remote Requirements:

Dedicated, quiet, and distraction-free workspace.

Reliable high-speed broadband internet connection (DSL, Cable, or Fiber).

Minimum download speed: 15 Mbps.

Minimum upload speed: 5 Mbps.

Maximum ping rate: 30 ms.

Hardwired internet connection required.

Surge protector with network line protection required for company-issued equipment.

Company equipment and technology will be provided.