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Aledade is the largest network of independent primary care.
The Role
The Quality Assurance Specialist ensures patient experience by monitoring employee interactions, evaluating quality standards, providing feedback, and advocating for process improvements.
Summary Generated by Built In
As a Quality Assurance Specialist you'll play a vital role in ensuring exceptional patient experiences by monitoring and evaluating employee interactions across multiple channels including calls, emails, and texts. In this impactful position, you'll use your analytical skills to assess quality standards, ensure compliance requirements are met, and identify opportunities for improvement that directly enhance how patients experience our healthcare services. You'll be the guardian of quality standards, working behind the scenes to ensure every patient interaction meets our high standards for care, professionalism, and excellence while contributing to a culture of continuous improvement and patient-centered service.
Candidates should be comfortable working remotely/work from home anywhere within the US.
Primary Duties:
Monitor, Evaluate & Analysis
- Listen to recorded or live calls; Review emails, text/SMS, and chats to ensure compliance with company quality standards
- Deliver constructive, actionable feedback and coaching to employees on performance, strengths, and areas for development.
- Monitor multiple lines of the business, new and ongoing projects, including calls for both internal and external partners
- Act as a subject matter expert for employees, supervisors, L&D, and Leadership offering insights and resources to enhance performance and adherence to standards.
- Analyze and spot patterns in employee performance
Training & Process Improvement
- Collaborate with L&D to help create training materials that address identified specific training needs for employees
- Participate in regular calibration sessions in collaboration with Leadership to maintain consistency in scoring and evaluation standards.
- Advocate for and implement process improvements to enhance operational efficiency and elevate the Patient experience
- Other duties as assigned
Minimum Qualifications:
- High School Diploma
- 3 yrs. quality assurance experience; 2 yrs. of call center experience
- Excellent interpersonal skills; Ability to provide constructive feedback
- Proficient documentation skills with a focus on accuracy and objectivity
- Experience with quality management software, call center technology (i.e. Five9, Ring Central, etc.), and reporting tools.
- Strong analytical and reporting skills
- Strong knowledge of industry-specific regulations and quality standards (i.e. HIPAA)
- Ability to thrive in a fast-paced, changing environment
- Familiarity with Continuous Quality Improvement methodologies
Preferred Qualifications:
- Post-secondary education
- Healthcare Industry experience
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
Privacy Policy: By applying for this job, you agree to Aledade's Applicant Privacy Policy available at https://www.aledade.com/privacy-policy-applicants
Top Skills
Call Center Technology
Quality Management Software
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The Company
What We Do
Aledade is the largest network of independent primary care, enabling clinicians to deliver better patient outcomes and generate more savings revenue through value-based care. Aledade’s data, personal coaching, user-friendly workflows, health care policy expertise, strong payer relationships and integrated care solutions enable primary care organizations to succeed financially by keeping people healthy. Together with more than 1,900 practices and community health centers in 45 states and the District of Columbia, Aledade manages accountable care organizations that share in the risk and reward across more than 200 value-based contracts representing more than 2.5 million patient lives. To learn more, visit www.aledade.com or follow on X (Twitter), Facebook or LinkedIn.
Why Work With Us
At Aledade, we’re all about doing good for patients, practices and society - which is why we’re so passionate about value-based care and the work we do every day. Because we’re working to benefit all of society, we believe the best way to do so is to utilize all of our team members and their unique experiences, interests, backgrounds and beliefs.
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