Job Title: Analyst, Quality Assurance
Company: Acclara
Department: Quality Assurance
Leader: Manager, Quality Assurance
FLSA Status: Hourly/Non-Exempt
Work Location: Remote within the United States
Travel: No Travel Required
Compensation: $17.09 - $28.19
The Quality Assurance Analyst is responsible for the quality assessment, audit, and analysis of assigned Acclara production staff in which the level of quality, as defined, is evaluated and scored.
Responsibilities include:
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Routinely perform quality assurance account reviews for assigned teams
- Monitor inbound and outbound calls to complete quality assurance monitoring and assure proper patient interaction and client performance
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Assess quality of Insurance Services by reviewing and auditing accounts for timely and proper follow-up
- Audits defined company and/or project account flows
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Record results of all QA account assessments and audits
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Identify inefficiencies and process gaps that are contributing to decreases in performance, and recommend best practices for ongoing process improvement
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Participates in quality calibration initiatives with management, training, and operations team, resolves routine questions or problems, escalating complex issues to management as needed
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Utilizes audit findings to report on trends and recommend training modifications to management
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May perform HIPAA audits to ensure compliance with current HIPAA policies
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Meet with individual team members to conduct monthly quality assurance scoring and feedback sessions
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Coach team members individually to maximize training results, improve quality metrics, and increase client performance
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Prepare and distributes quality assurance performance statistics
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Frequent calibration of quality assurance monitoring to ensure consistent administration of quality assurance objectives
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Other duties as assigned
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High school diploma or equivalent
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2 years previous work experience in healthcare insurance collections, self-pay collections and customer service in a call center setting or compliance and/or training
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Must have strong understanding of the basic healthcare revenue cycle operational processes such as the functions of insurance, patient billing & collections, Managed Care, Medicare, Medicaid, and Commercial Practices
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Ability to navigate through multiple software and computer applications
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Detail oriented and well organized
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Ability to focus completely on listening to calls, understanding the message, comprehending the information and transferring knowledge to the QA process
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Ability to perform under pressure in a calm manner & maintain a positive attitude
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Basic math skills
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Collaboration skills
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Computer literate / able to use basic functions of a computer
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Strong analytical skills
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Excellent, customer service, verbal, written, listening and interpersonal skills
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Knowledge of EOBs, CPT & ICD-9 & 10 codes, HCFAs, UB92s, HCPCS, DRGs and authorizations/ referrals
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Performs tasks with a high degree of accuracy
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Positively influence and promote teamwork within operational area
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Ability to motivate staff to improve performance
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Capacity to maintain a high level of objectivity when completing staff reviews
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Computer skills including Microsoft Office Suite.
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Self-motivated and resourceful with the ability to multitask and meet deadlines under time pressures.
Preferred qualifications:
- College degree
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Quality Assurance experience in revenue cycle services (insurance and/or patient collections)
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Experience with Epic
Physical Requirements:
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Listed below are the physical requirements required while performing the duties of this job.
- The employee is regularly required to: stand; sit; talk; hear; use hands and fingers to operate a computer and telephone keyboard; and reach, stoop and/or kneel to install computer equipment
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The employee must have the specific vision ability to complete close vision requirements due to computer work
- The employee is required to be able to complete light to moderate lifting
Our Commitment to Diversity, Equity, and Inclusion:
We welcome and respect the variety of experiences, viewpoints, and cultural backgrounds that everyone brings to our workplace. Acclara makes every effort to promote a workplace where leaders model inclusive behaviors and individuals feel respected, valued, and empowered. Together, we promote and sustain an inclusive workplace where people feel a sense of belonging
