Role & seniority: Quality Assurance Specialist (mid-level) focused on Patient Solutions QA, monitoring and process improvements.

Stack/tools: Call center QA processes; call monitoring; quality auditing; reporting and data-entry quality; program/systems liaison (SME).

Top 3 responsibilities

Conduct minimum 8 quality reviews per associate per month to ensure KPIs and quality guidelines are met.
Audit case records for proper charting and interactions; prepare quality score reports for management reviews.
Identify service trends, act as SME, and collaborate with management to streamline processes and reduce errors; assist with training materials.

Must-have skills

Prior call center quality/audit experience; strong data and reporting abilities.
Adaptability, punctuality, customer service, ethics, interpersonal and communication skills; strong organizational and teamwork capabilities.
Fluent in English; bilingual Spanish preferred.

Nice-to-haves

Experience in patient support, patient assistance, or financial access programs.
Bachelor’s degree or RN/BSN credential.
Location & work type: Remote role; employment not via EOR; remote work arrangement. Benefits include preloaded 100 hours PTO.

Full Description

About the Opportunity

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.

Responsibilities

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

Requirements

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

Benefits & Perks

Preloaded PTO: 100 hours

Note

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.