Who We Are:
Third Way Health (www.thirdway.health) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable practices and healthcare organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.
About the Position:
The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our virtual front office (VFO), business process outsourcing (BPO), or back office services.. The QA will monitor department-level, service-level, and individual-level quality to assess the team’s demeanor, technical accuracy, service delivery, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality assurance procedures for medical processes which may include, insurance eligibility verification, coordination of benefits, provider credentialing, maintaining data of providers in our clients’ provider database, claims payment status checks, provider dispute resolution, and call center workflows.
Responsibilities:
- Participates in design of call-related and non-call-related monitoring formats and quality standards.
- Performs call-related and non-call related monitoring and provides trend data to stakeholders.
- Uses a quality monitoring data management system to compile and track performance at the team and individual level.
- Participates in patient and provider listening programs to identify needs and expectations.
- Stays current on process knowledge and updates by completing weekly phone or process time.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for Team Leads and Assistant Team Leads.
- Provides feedback to Team Leads, Assistant Team Leads, and other management.
- Prepares internal and external quality reports for management review.
- Performs other duties as assigned.
Required skills and qualifications:
- University degree
- Strong communication, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred)
- Expertise in healthcare (US healthcare sector experience; does not need to be a nurse or doctor) and managing call center operations
- Great active listening skills
- A patient and empathetic attitude
- Strong time management and organizational skills
- Adaptability and flexibility
- Comfortable working in a fast-paced environment
- Excellent troubleshooting skills
- Computer literacy, including Microsoft Office Suite, Google Suite, and/or CRMs
- Phone skills, including familiarity with complex or multi-line phone systems
Preferred skills and qualifications:
- Expertise in the areas of customer service and customer experience
- Experience with Salesforce Health Cloud
- Experience with data collection, analysis, and reporting
- Internationally recognized credentials in patient or customer experience