Third Way Health ( www.thirdway.health ) helps medicalpractices and healthcare organizations across the United States toimprove the patient experience while reducing the administrativeburden on practice owners and management. We enable practices andhealthcare organizations to enhance the experience of theirpatients by providing them with a leading technology platform andworld class services. What unites us is our passion to supportphysicians and help patients from all backgrounds to have a betterhealthcare experience. About the Position: The Quality AssuranceAnalyst (QA) is responsible for assessing the quality of theperformance of our virtual front office (VFO), business processoutsourcing (BPO), or back office services. . The QA will monitordepartment-level, service-level, and individual-level quality toassess the team’s demeanor, technical accuracy, service delivery,and conformity to company policies and procedures. This individualwill assist in developing, creating, and implementing qualityassurance procedures for medical processes which may include,insurance eligibility verification, coordination of benefits,provider credentialing, maintaining data of providers in ourclients’ provider database, claims payment status checks, providerdispute resolution, and call center workflows. Responsibilities: -Participates in design of call-related and non-call-relatedmonitoring formats and quality standards. - Performs call-relatedand non-call related monitoring and provides trend data tostakeholders. - Uses a quality monitoring data management system tocompile and track performance at the team and individual level. -Participates in patient and provider listening programs to identifyneeds and expectations. - Stays current on process knowledge andupdates by completing weekly phone or process time. - Providesactionable data to various internal support groups as needed. -Coordinates and facilitates call calibration sessions for TeamLeads and Assistant Team Leads. - Provides feedback to Team Leads,Assistant Team Leads, and other management. - Prepares internal andexternal quality reports for management review. - Performs otherduties as assigned. Required skills and qualifications: -University degree - Strong communication, both written and verbal(candidates must be fluent in English and Spanish, C1 or abovepreferred) - Expertise in healthcare (US healthcare sectorexperience; does not need to be a nurse or doctor) and managingcall center operations - A patient and empathetic attitude - Strongtime management and organizational skills - Adaptability andflexibility - Comfortable working in a fast-paced environment -Computer literacy, including Microsoft Office Suite, Google Suite,and/or CRMs - Phone skills, including familiarity with complex ormulti-line phone systems Preferred skills and qualifications: -Expertise in the areas of customer service and customer experience - Experience with Salesforce Health Cloud - Experience with datacollection, analysis, and reporting - Internationally recognizedcredentials in patient or customer experience#J-18808-Ljbffr IT