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RemoteHunter • United States
Role & seniority: Quality Assurance Specialist (mid-level contributor focused on patient solutions QA and process improvement)
Stack/tools: Call monitoring, quality scoring, reporting, and system data entry; familiarity with QA/audit workflows in call center or patient support environments; potential use of QA dashboards and case record auditing tools
Conduct minimum 8 quality reviews per associate per month and audit case records for compliance with guidelines
Prepare and present quality score reports by associate, team, or program; identify trends and recommend process improvements
Serve as subject-matter expert (SME) for program aspects; assist with training materials and communicate program enhancements
Prior call center experience with quality/as audit reviews
Strong analytic and reporting ability; attention to detail; effective written and oral communication
Adaptability, punctuality, customer service orientation, teamwork
Bilingual Spanish
Bachelor’s degree or RN/BSN
Experience in patient support, patient assistance, or financial access programs
Location & work type: Remote-friendly role; not provided as Employer of Record (RemoteHunter connects candidates to employers); work type implied as remote/telecommute depending on employer
Additional notes: Support department audits, track program AE findings, and assist with training and process improvement initiatives.
This role is responsible for leading daily tasks related to Patient Solutions call monitoring, scoring, reporting, and system data entry quality. The Quality Assurance Specialist identifies, analyzes, and develops improvements in productivity, quality, team relationships, and customer service. The specialist supports department managers and directors to maintain program operations and goals.
Conduct minimum 8 quality reviews per associate per month, monitoring call handling to ensure KPIs and quality guidelines are met
Audit case records to verify proper charting and interactions per quality guidelines
Prepare quality score reports by associate, team, or program for weekly and monthly management review
Identify service trends and collaborate with management to promote adherence to Patient Solutions and support guidelines
Serve as SME for all program aspects to identify concerns and opportunities to streamline processes and reduce errors
Assist with developing training materials and participate in sessions to communicate program enhancements affecting quality reviews
Monitor program AE’s and present findings for immediate management review and reconciliation
Support program team on periodic department audits
Perform additional responsibilities based on department, program, and project needs
Previous call center experience with quality call and system audit reviews preferred
Experience in patient support, patient assistance, or financial access programs preferred
Bilingual Spanish preferred
Bachelor’s Degree or Registered Nurse (BSN or RN) a plus
Competencies include adaptability, punctuality, customer service, diversity awareness, ethics, interpersonal skills, oral and written communication, organizational support, professionalism, quality focus, productivity, and teamwork
Preloaded PTO: 100 hours