Health Services QA Analyst — Quality & Process Improvement

Building Service 32BJ Benefit Funds; New York (NY); On-site; USD 64,000 - 87,000; Full time

Job summary

Building Services 32BJ Benefit Funds is seeking a Quality Assurance (QA) Analyst for Health Services to assess member calls and PA notes in Dynamics and related systems. This full-time NY-based role reports to Health Services Quality Assurance and focuses on monitoring, scoring, and reporting on quality audits.

The role requires 3+ years in healthcare/call center operations, strong communication, and the ability to identify trends, provide training input, and support process improvements across

Qualifications

• 3+ years of experience in call center operations, healthcare operations, health services, or a related field.
• Expert knowledge of internal corporate systems (Dynamics, Cisco, V3, etc.), the benefits offered by the Fund, and Health Services standard operating procedures.
• Prior knowledge conducting call audits, quality reviews, and performance evaluations preferred.
• Strong experience in member call and note taking requirements.
• Demonstrates attention to detail, quality, and consistency.
• Outstanding written, oral communication, and interpersonal skills.
• Must be able to maintain the highest level of confidentiality and high credibility when assessing customer care protocols.
• Embraces the mission, purpose, and vision of the 32BJ Health Fund.

Responsibilities

• Perform concurrent monitoring/assessment and scoring of phone calls between members and PAs to assess accuracy and professionalism.
• Quality control on the timeliness and accuracy of PA documentation in Dynamics, vendor systems, and internal systems.
• Analyze quality review results, performance metrics, and data to identify trends and opportunities for improvement.
• Identify deficiencies, investigate causes, and produce reports on findings for management.
• Identify training needs for PA and advise management on addressing them.
• Provide feedback to management on trends and processing errors indicating system problems.
• Identify exceptional PA performance and recognize employees when appropriate.
• Assist in developing and maintaining quality standards, audit tools, scorecards, procedures, and performance measures.
• Conduct telephonic surveys on Health Fund programs in a timely manner.
• Support departmental audits, compliance reviews, and special projects to improve efficiency and outcomes.
• Perform other duties as requested by Management.

Skills

Call center operations

Healthcare operations

Quality audits

Documentation

Written & verbal communication

Confidentiality

Education

Associate degree (healthcare preferred)

Tools

Microsoft Dynamics

Cisco

V3

CRM systems

Job description

Building Services 32BJ Benefit Funds is seeking a Quality Assurance (QA) Analyst for Health Services to assess member calls and PA notes in Dynamics and related systems. This full-time NY-based role reports to Health Services Quality Assurance and focuses on monitoring, scoring, and reporting on quality audits.

The role requires 3+ years in healthcare/call center operations, strong communication, and the ability to identify trends, provide training input, and support process improvements across