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 Eligibility, Credentialing, and Provider Data Management (PDM) teams.
The QA will monitor processes and services to assess the team’s demeanor, technical
accuracy, service performance, and conformity to company policies and procedures. This
individual will assist in developing, creating and implementing quality processes and
procedures for medical processes (incl., insurance eligibility verification, coordination of
benefits, provider credentialing, maintaining data of providers in our clients’ provider
database, etc.). In addition, the QA will be responsible for developing and enhancing training
materials and facilitating training sessions to enhance the overall quality of the team.
Responsibilities:
● Participates in design of process monitoring formats and quality standards.
● Performs process monitoring and provides trend data to the management team
(Director of Ops and Team Leads).
● Uses a quality monitoring data management system to compile and track
performance at team and individual level.
● Monitors responses and data processed across various systems (e.g., EZ-CAP, UM
Portal, etc.).
● Provides actionable data to various internal support groups as needed.
● Coordinates and facilitates process calibration sessions with the team.
● Provides feedback to team leads and management.
● Prepares and analyzes internal and external quality reports for management staff
reviews.
● Supports the development of training courses and material.
● Facilitates onboarding and training sessions for existing and new team members
and leaders.
● Perform other duties as assigned.
Required skills and qualifications:
● University degree
● Strong communication, both written and verbal (candidates must be fluent in
English, 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
● Computer literacy, including Microsoft Office Suite, Google Suite, and/or CRMs
● Familiarity with complex or multi-line phone systems
● Great active listening skills
● A patient and empathetic attitude
● Strong time management, analytical, and organizational skills
● Adaptability and flexibility
● Comfortable working in a fast-paced environment
● Excellent troubleshooting skills
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