USRN Quality Analyst - Healthcare BPO (Night Shift)

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

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.