Health Services QA Analyst: Quality & Process Improvement

32BJ Funds; New York, Northern (NY, KY); Hybrid; USD 73,000 - 78,000; Full time

Job summary

32BJ Benefit Funds in New York, NY is seeking a Quality Assurance Analyst to provide technical assessments of member calls and PA notations in our Health Services unit. Reporting to the Supervisor, Health Services Quality Assurance, you will monitor calls, audit notes, and produce reports highlighting trends and improvement opportunities.

The ideal candidate has 3+ years in call centers or health services, strong knowledge of Dynamics, Cisco, and V3, and excellent written and verbal

Qualifications

• 3+ years of experience in call center operations or healthcare settings.
• Expert knowledge of internal systems (Dynamics, Cisco, V3).
• Experience conducting call audits and quality reviews preferred.
• Strong written and oral communication skills; confidentiality.

Responsibilities

• Perform concurrent monitoring and scoring of calls to assess PA responses and timeliness.
• QC PA documentation in Dynamics and other systems for consistency.
• Analyze quality results and identify trends for process improvement.
• Report deficiencies to management and propose recommendations.
• Identify PA training needs and provide feedback on performance.

Skills

Call center operations

Healthcare operations

Quality assurance

Written and verbal communication

Attention to detail

Education

Associate degree or healthcare experience

Tools

Microsoft Dynamics

Cisco

V3

Job description

32BJ Benefit Funds in New York, NY is seeking a Quality Assurance Analyst to provide technical assessments of member calls and PA notations in our Health Services unit. Reporting to the Supervisor, Health Services Quality Assurance, you will monitor calls, audit notes, and produce reports highlighting trends and improvement opportunities.

The ideal candidate has 3+ years in call centers or health services, strong knowledge of Dynamics, Cisco, and V3, and excellent written and verbal