Quality Assurance Specialist, Remote at Aledade, Inc.

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  [Upgrade to PRO to see link]