[Hiring] Quality Assurance Specialist @R1 RCM Holdco Inc.

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Role Description

As our Quality Assurance Specialist, you will help perform quality assessments on inbound calls, outbound calls, and other communication channels of patient services representatives on their level of quality.

• Perform Quality audits: Assess quality of customer service/agent performance and adherence to R1 standards by monitoring recorded inbound and outbound calls and other communication channels and account activity.
• Record audit results: Document specific, constructive feedback to agents to help them improve their performance.
• Identify and report trends/reoccurring issues; provide more detailed feedback to help management understand root-cause.
• Assist with PSR coaching as needed.
• Participate in quality improvement initiatives with management, training, and operations team.
• Assist with special projects/perform other duties as assigned.

Qualifications

• 2 years of quality assurance experience

Requirements

• Knowledge of operational procedures
• Ability to assist in identifying opportunities for agent performance improvement and process improvement

Benefits

Our associates are given the chance to contribute, think boldly and create meaningful work that makes a difference in the communities we serve around the world. We go beyond expectations in everything we do, which drives customer success and improves patient care.

• Competitive benefits package