Quality Assurance Specialist

Job Summary
We are looking for a detail-oriented Quality Assurance Specialist to support a telehealth account by monitoring service quality, reviewing interactions, and ensuring compliance with healthcare standards. This role is responsible for evaluating calls, chats, emails, documentation, and patient/provider support processes to help maintain a high-quality patient experience.

The ideal candidate must have a healthcare-related educational background or healthcare work experience, strong attention to detail, and familiarity with healthcare operations, patient support, and quality monitoring.

Key Responsibilities

• Review and evaluate patient, provider, and internal support interactions across calls, emails, chats, or tickets.

• Monitor compliance with quality standards, healthcare policies, HIPAA/data privacy guidelines, and client-specific procedures.

• Identify errors, process gaps, documentation issues, and service quality concerns.

• Provide clear QA feedback and coaching recommendations to team members and team leads.

• Prepare QA reports, scorecards, and performance summaries.

• Track recurring issues and recommend process improvements.

• Collaborate with operations, training, and team leads to improve service delivery.

• Ensure patient information is handled accurately, professionally, and confidentially.

• Support calibration sessions to align QA scoring and expectations.

• Assist in maintaining quality guidelines, evaluation forms, and SOPs.

Qualifications

• Must have a healthcare-related educational background such as Nursing, Medical Technology, Pharmacy, Psychology, Healthcare Administration, Public Health, or other related fields.

• Healthcare BPO, telehealth, patient support, provider support, or medical administrative experience is preferred.

• Previous QA experience in healthcare, customer service, or BPO is a strong advantage.

• Familiarity with HIPAA, patient confidentiality, and healthcare documentation standards.

• Strong written and verbal English communication skills.

• Excellent attention to detail and analytical skills.

• Ability to provide constructive feedback professionally.

• Comfortable working with scorecards, reports, spreadsheets, and QA tools.

• Amenable to working U.S. business hours or graveyard shift.

Nice to Have

• Experience supporting U.S.-based healthcare or telehealth clients.

• Experience with EHR/EMR systems, CRMs, ticketing tools, or healthcare platforms.

• Background in patient coordination, prior authorization, medical records, or behavioral health support.

Work Setup

• Remote / Work from Home

• Full-time

• U.S. business hours / night shift Philippine time

• Must have a reliable internet connection and a quiet work environment.