On-site Healthcare QA: Patient Scheduling & Compliance

Intugo Mexico; Región Centro; Presencial; MXN 247.000 - 334.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Law benefits

30 days Christmas bonus

Food vouchers

Private medical insurance

Descripción de la vacante

Intugo Mexico, in partnership with a healthcare-focused client, is seeking a Quality Assurance professional to own quality for healthcare contact center and patient scheduling workflows. Responsibilities include monitoring codes, audits, and calibration sessions with Operations, Training, and client stakeholders.

The role requires on-site work, strong QA background in contact centers, and ability to analyze trends to drive improvements in scheduling outcomes.

Formación

• Experience in Quality Assurance, preferably supporting contact center operations.
• Strong understanding of quality monitoring, audits, scorecards, and performance standards.
• Ability to analyze quality trends, identify root causes, and support corrective action plans.
• Experience working with cross-functional teams such as Operations, Training, and Quality.
• Strong attention to detail and ability to evaluate documentation and process adherence.
• Ability to work on-site.
• Schedule: Monday-Friday or Tuesday-Saturday, 7:00 AM - 4:30 PM.

Responsabilidades

• Own quality performance for healthcare contact center and patient scheduling workflows, including inbound/outbound patient interactions, appointment scheduling, rescheduling, cancellations, registration, referral intake, and related patient access activities.
• Establish and maintain quality monitoring standards, scorecards, audit methodologies, sampling plans, and evaluation criteria aligned with client requirements and AGS standards.
• Monitor scheduling accuracy, documentation quality, call quality, patient experience, policy adherence, and compliance with HIPAA and client-specific workflows.
• Analyze quality defects and error trends to identify root causes, training needs, process gaps, and opportunities to improve first-contact resolution and scheduling outcomes.
• Lead calibration sessions across Quality, Operations, Training, and client stakeholders to ensure consistent interpretation and application of quality standards.
• Partner with Operations leadership to develop corrective and preventive action plans for recurring quality issues and track actions through closure.
• Support new client transitions, workflow changes, specialty expansions, and go-live readiness by validating quality controls, SOPs, and audit requirements.

Conocimientos

Quality Assurance

Quality monitoring

Root cause analysis

Cross-functional collaboration

Detail-oriented

On-site work

Scheduling/appointment workflows

Descripción del empleo

Intugo Mexico, in partnership with a healthcare-focused client, is seeking a Quality Assurance professional to own quality for healthcare contact center and patient scheduling workflows. Responsibilities include monitoring codes, audits, and calibration sessions with Operations, Training, and client stakeholders.

The role requires on-site work, strong QA background in contact centers, and ability to analyze trends to drive improvements in scheduling outcomes.