Contact Center Quality Analyst

🕒 Maio 16

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Harbor Health

SiteLinkedInTodas as Vagas

11 - 50 funcionários

⚕️ Seguro de Saúde

Healthcare Insurance

A Harbor Health é uma provedora de saúde que oferece uma variedade de serviços médicos, incluindo Atendimento Expresso para necessidades médicas imediatas, como dores de garganta, alergias sazonais e consultas anuais de bem-estar. Eles destacam uma abordagem de co-criação da saúde, trabalhando colaborativamente com os pacientes para alcançar resultados ótimos de saúde. A Harbor Health oferece opções de agendamentos virtuais e tradicionais e aceita a maioria dos planos de saúde, garantindo assistência acessível para seus clientes. Com várias clínicas, incluindo locais especializados em Atendimento Expresso, eles se concentram em oferecer atenção calorosa, acolhedora e eficiente, como evidenciam as avaliações positivas dos pacientes.

Descrição

• Conduct routine and targeted audits of contact center interactions to evaluate adherence to quality standards, workflows, and regulatory mandates • Ensure all audited interactions and documentation strictly comply with HIPAA, CMS guidelines, internal policies, and quality documentation standards • Apply standardized, objective evaluation criteria and quality scoring methodologies consistently across all interaction types and market segments • Analyze audit results and interaction data to identify emerging performance trends, recurring compliance risks, and systemic process bottlenecks • Document all audit findings, quality scores, and supporting evidence in the tracking system; maintain audit-ready records for internal and external review • Participate actively in calibration sessions to ensure inter-rater reliability and scoring alignment across all QA teams • Provide timely, constructive, and actionable feedback to support coaching, training, and performance improvement for agents and supervisors • Escalate critical quality or compliance issues, potential breaches, or systemic errors to appropriate leadership following established protocols

🎯 Requisitos

• 2+ years in a contact center QA role, preferably in a healthcare or managed care environment • Comprehensive knowledge of contact center policies, procedures, and quality scoring frameworks • Solid understanding of HIPAA, CMS, and TDI compliance regulations and ability to apply them in auditing contexts • Strong analytical skills; proficiency with Excel or Tableau for data synthesis and root cause identification • Exceptional written and verbal communication, including clear documentation and professional escalation skills • Meticulous attention to detail; experience maintaining audit trails and quality records • Objectivity and fairness in evaluation; ability to articulate and defend scoring rationale • High learning agility; proven ability to work independently in a fast-paced, ambiguous environment • Preferred Experience auditing in a payvider, ACO, or value-based care contact center • Familiarity with HEDIS, Star Ratings, or URAC/NCQA accreditation standards • Knowledge of grievance, appeals, and prior authorization workflows • Experience with Athena or similar EHR/CRM platforms • Bilingual: English / Spanish

🏖️ Benefícios

• Opportunity to build Harbor Health's contact center quality program from an early stage — your standards will define how we serve our members • Collaborative, cross-functional environment connecting QA, compliance, clinical, and operations teams • An organization of people passionate about transforming healthcare for underserved Texas communities • Competitive salary and benefits package • Professional development and growth opportunities as Harbor scales its operations • A transparent startup culture that values your expertise and perspective