USRN Quality Analyst (Healthcare)

Lennor Group; Pasig; On-site; PHP 854,000 - 1,155,000; Full time

Job summary

Lennor Metier Consulting in Ortigas, Philippines, partners with a global provider of revenue cycle management and clinical services to hire a USRN Quality Analyst. This onsite, night-shift role in Ortigas City offers ₱90,000 per month.

You will conduct quality audits, coach agents, and ensure HIPAA and client guidelines compliance, while identifying gaps and delivering actionable feedback to improve performance and service delivery.

Qualifications

• Active PHRN license required.
• Active USRN license required (NY preferred).
• At least 2 years as Quality Analyst in US Healthcare BPO or as SME.
• Strong audit, coaching, and feedback skills.
• Solid knowledge of healthcare compliance standards and quality metrics.

Responsibilities

• Conduct quality audits of voice/non-voice interactions per guidelines.
• Evaluate agent performance for compliance with healthcare regulations and call handling procedures.
• Provide timely coaching and feedback to improve quality scores and performance.
• Identify trends, root causes, and opportunities for process improvement from audits.
• Collaborate with Operations, Training, and Team Leaders to address quality gaps.
• Monitor quality metrics and prepare reports and analyses.
• Participate in calibration sessions for consistency in evaluations.
• Ensure adherence to HIPAA and client-specific quality standards.
• Support continuous improvement to enhance customer experience.

Skills

Quality auditing

Call quality evaluation

Performance coaching

Healthcare compliance

HIPAA knowledge

Tools

Excel

Job description

Our brand, Lennor Metier Consulting, a DOLE-licensed headhunting and recruitment agency in the Philippines, is proud to partner with a global provider of revenue cycle management (RCM) and specialized clinical services for organizations in their search for a USRN Quality Analyst based in Ortigas.

Salary Range

₱90,000

Work Setup

Onsite

Shift Schedule

Night Shift

Location

Ortigas City

The role

In this role, you will be responsible for evaluating customer interactions, ensuring compliance with quality standards, identifying performance gaps, and providing actionable feedback to improve agent performance and overall service delivery. The ideal candidate has a strong background in quality assurance within a US Healthcare BPO environment and possesses excellent coaching and analytical skills.

Your Responsibilities

• Conduct quality audits of voice and/or non-voice interactions based on established client and internal quality guidelines.
• Evaluate agent performance for compliance with healthcare regulations, client standards, and call handling procedures.
• Provide timely, constructive coaching and feedback to improve quality scores and overall performance.
• Identify trends, root causes, and opportunities for process improvement through audit findings.
• Collaborate with Operations, Training, and Team Leaders to develop action plans that address quality gaps.
• Monitor quality metrics and prepare reports, dashboards, and performance analyses.
• Participate in calibration sessions to ensure consistency and accuracy in quality evaluations.
• Ensure adherence to HIPAA, company policies, and client-specific quality standards.
• Support continuous improvement initiatives that enhance customer experience and operational efficiency.
• Mentor and guide team members on quality best practices and compliance requirements.

What We're Looking For

• Active Philippine Registered Nurse (PHRN) license is required.
• Active US Registered Nurse (USRN) license required (New York license preferred).
• At least 2 years of experience as a Quality Analyst in a US Healthcare BPO environment, with expertise in:
  • Quality auditing
  • Call quality evaluation and adherence to call guidelines
  • Performance coaching and feedback
  • Healthcare compliance and quality standards
• OR at least 2 years of experience as a Subject Matter Expert (SME) in a US Healthcare account with significant experience in:
  • Auditing
  • Coaching
  • Providing performance feedback
• Strong understanding of quality methodologies, performance metrics, and continuous improvement practices.
• Excellent analytical, communication, and interpersonal skills.
• Proficient in Microsoft Office applications, particularly Excel.