CX Quality Assurance Specialist

Company Description

Privia Health™ is a national physician platform transforming the healthcare delivery experience. We provide tailored solutions for physicians and providers, creating value and securing their future. Through high-performance physician groups, accountable care organizations, and population health management programs, Privia works in partnership with health plans, health systems, and employers to better align reimbursements to quality and outcomes.

Job Description

Title: Quality Assurance Specialist

Employment Type: FTE

Exemption Status: Non-exempt

Location: Remote

Rate of pay based on experience between $17 to $18/hour, full benefits, Monday through Friday schedule (9:30 AM- 6PMEST)

Overview of the Role:

The Quality Assurance Specialist will support our company with ensuring that our Customer Experience Billing Specialists are providing our patients with excellence in customer service.  Through the use of our Quality Monitoring platform, the Quality Assurance Specialist will assess the quality of each advisor's  phone calls, and provide feedback that will help them to develop their skills and knowledge and grow in their roles, while providing a positive, helpful patient experience. 

Primary Job Duties:

• Ensure all advisors receive quality monitoring assessments and feedback in a timely manner, based on advisor length of service. 
• Coaches each advisor to the top of their skill set, through positive and constructive feedback
• Monthly calibration sessions are conducted with Q&T Manager and/or the agent’s leadership team to create a consistent experience for the advisor 
• Updates each advisor’s performance within the QA Review spreadsheet to create visibility for advisor performance and the productivity of the Quality Assurance Specialist 
• Identifies trends or gaps in knowledge to the Q&T manager so that materials can be updated or training support provided to advisor
• Communicates with WFM Manager to allow for appropriate staffing and create a scheduled time for feedback to occur
• Participates in special projects as required.

Qualifications

• High School Diploma 
• Comprehensive knowledge of quality assurance with continuous improvement concepts, procedures, and processes.
• 2+ years of related management experience in contact center operations, quality monitoring, quality assurance, and/or customer service.
• Familiar with Google G-Suite Products 
• Availability to work a flexible shift
• Must comply with all HIPAA rules and regulations

Colorado, New York, New Jersey, California and Washington Residents Only: The salary range for this role is $15hr to $18hr in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Technical Requirements (for remote workers):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.