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Call Center Quality Analyst 

EOE StatementCPSI is a proud equal opportunity employer (EOE). However you identify and whatever background you bring, we welcome you to apply to any role that would make you excited to work in healthcare. All employment decisions are based on business needs, job requirements and individual qualifications, regardless of race, color, ethnicity, religion, sex (including pregnancy, childbirth, lactation, or related medical conditions), national origin, ancestry, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, military or uniformed service member status, genetic information, or any other status protected by applicable federal, state, local, or international law. We are committed to being a company where people thrive by being themselves and are inspired to do their best work every day.

The Total Quality Administrator supports OPC leadership in identifying strengths and opportunities for employees by providing objective feedback and recommendations. This critical position is responsible for ensuring the highest quality account resolution and/or customer service will play an essential role in the review and training of best practices within OPC teams as the first line of defense to operational excellence. The primary responsibilities of this role include performing routine quality audits, preparing scorecard reports that measure individual staff performance metrics, and providing up-coaching to billing, self-pay and cash posting representatives.

• Perform daily call, account, or transaction reviews to measure compliance with HRG and client policies, procedures, workflow and ensure that all accounts are worked towards appropriate resolution.
• Use quality monitoring data management system to compile and monitor performance at team and individual level.
• Prepare monthly narratives for management including gaps in service level goals, and training recommendations.
• Provide coaching to representatives on overall account resolution performance and ability to meet HRG defined quality standards.
• Identify and document operational concerns within representatives’ workflow and make recommendations to mitigate risk.
• Report compliance risks to supervisor of Quality and Training for further review and evaluation.
• Maintain relationships with staff management teams to ensure fast response to employee issues and client changes.
• Once per quarter, develop and present one (1) knowledge session on a topic relevant to HRG, our clients or medical billing industry.
• Perform regular staff observations and provide documented summary including any applicable training recommendations.
• Ensure staff and leadership inquiries and concerns are responded to within 24 business hours.

• Consistently demonstrate top-notch communication skills to successfully operate across multiple departments and stakeholders, including working across time zones.
• Display a passion for creative problem-solving and developing meaningful strategies to evolve the Quality and Training department
• Maintain a thorough, in-depth knowledge and understanding of HRG procedures, services and information systems; including, Helix, Salesforce, SharePoint and client systems.


Position Requirements

• Proficient with data entry and multi-tasking in a Window’s environment.
• Excellent written communication skills; including correct spelling and grammar.
• Strong collaboration and people skills with an ability to communicate (negative) feedback.
• Excellent critical thinking, problem solving and organizational skills.
• Ability to work independently yet also depend upon others for instructions, guidance or direction as needed.
• Ability to work in a team environment that requires quick turnaround and quality output.
• Comfortable designing and delivering small and/or large group training.
• Responsible, reliable, and accountable.

• Minimum three (3) years’ experience in healthcare Revenue Cycle (billing, cash posting, self pay, etc.)
• Possess general knowledge of healthcare terminology, laws and regulations.
• Competent level of experience and knowledge in Microsoft Office applications, including but not limited to Excel, Outlook, PowerPoint and SharePoint.
• Must be able to sit reviewing documentation for long periods of time utilizing standard office equipment: computer, keyboard and mouse.
• Must be able to work under stressful circumstances.
• Must be able to work for various teams and work in various client systems.

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This position is currently not accepting applications.

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