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Quality Analyst/Coach - Healthcare Call Center - Work From Home

HCM: Healthcare Claims Management Indianapolis, IN

  • Expired: September 16, 2021. Applications are no longer accepted.
Quality Analyst/Coach - Healthcare Call Center - Work From Home

Mission: Make it Better: People, Place, and Community

Permission to play values: Kindness, Respect for others, Collaborative and Reliable

Position Information:

Work From Home

Full time Monday - Friday 8:00am - 5:00pm or 9:00am - 6:00pm

HCM is a women-owned business (WOSB) focused on driving engagement and resolutions that align with our client needs. HCM works as an extended business office within revenue cycle where we engage, identify, and present solutions to meet patient's financial situation. Further upstream in revenue cycle, we partner to solve pain-points within the claim process. Lastly, like any business, we are open to new ideas and are working to pursue new data-driven and technology focused solutions to provide value within healthcare and beyond.

HCM is looking for a motivated and compassionate Quality Analyst/Coach, to drive great outcomes that make a difference for our client's patients. The combination of exceptional customer service and knowledge surrounding healthcare billing are the professional qualities HCM seeks for our team.

As a Quality Analyst and Coach, you will evaluate and coach the quality of patient interactions and transactions. Our Patient Account Representatives handle a high-volume of calls regarding patient self-pay balances for a variety of medical facilities. It is these collaborative interactions that you will evaluate on a daily basis. Understanding the uniqueness around each patient interaction, having a solution-oriented mindset, and delivering an amazing patient experience defines success in our organization.

If you are looking to join a dynamic and growing organization to jump start your career, HCM is the place for you!

You can learn more about what we do by visiting the HCM website at www.hcmar.com.

What is a day at HCM look like?
  • Listen to and evaluate recorded patient interactions
  • Drive results toward great sounding interactions by engaging, motivating, and providing constructive feedback to Patient Account Representatives (Call Center Agents)
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Collaborate with cross-functional teams to ensure execution of ongoing skill development and training of Patient Account representatives
  • Provides actionable data to various internal support groups as needed
  • Provides feedback to call center team leaders and managers
  • Attend regular meetings with the Quality Team, Trainers, and Management team
  • Maintain great HCM quality standards
  • Ability to learn quickly and collaborate with ideas that improve the team, processes, and solutions.
  • Communicate with team members and management in a professional manner
  • Attend training for EMR systems, required HIPAA awareness training, cyber security awareness training, and continuous internal training programs
  • Comply with all guidelines, policies, and procedures to assure sensitive or confidential information is protected in accordance with the HIPAA rules and regulations


Benefits

Hourly wage commensurate with experience
  • Competitive Medical insurance (PPO or HDHP)
  • Dental & Vision insurance
  • 401(k) retirement plan with matching contributions
  • Long-term disability coverage (Employer funded)
  • Life insurance (Employer funded)
  • AD&D (Employer funded)
  • Short-term disability coverage
  • Hospital Indemnity
  • Voluntary Life Insurance
  • Accident coverage offerings
  • Cancer coverage offerings
  • Critical illness offerings
  • Flexible spending accounts
  • HSA employer contributions
  • Casual dress
  • Competitive Paid Time off (PTO) package
  • Paid Holidays


Requirements

  • Some expereince in call center quality monitoring preferred
  • Strong analytical skills to identify trends and patterns in a dynamic work environment
  • Demonstrates an above average attention to detail including excellent written and oral communication skills
  • Strong administrative, coaching, presentation, and organizational skills
  • Ability to develop rapport with Patient Account Representatives and other teammates; ability to maintain strong working relationships
  • Solid time management skills
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Maintain an unbiased view
  • Ability to thrive and be productive in a work from home role
  • 1+ year of prior patient account or customer service experience preferred
  • High school diploma or equivalent, college courses or certificate preferred
  • Reliable internet connection
  • Dedicated private home office workspace
  • Understanding of payor relationships, requirements, and compliant billing practices
  • Maintain composure, even in very difficult situations
  • Solve problems by analyzing information and using logic to address issues
  • Accuracy with data entry
  • Maintain a positive approach, work cooperatively with others, and demonstrate a constructive response to coaching
  • Proficient computer skills with a demonstrated ability to navigate and comprehend computer software systems
  • Proficient in Microsoft Office Applications


Benefits

Hourly wage commensurate with experience
  • Competitive Medical insurance (PPO or HDHP)
  • Dental & Vision insurance
  • 401(k) retirement plan with matching contributions
  • Long-term disability coverage (Employer funded)
  • Life insurance (Employer funded)
  • AD&D (Employer funded)
  • Short-term disability coverage
  • Hospital Indemnity
  • Voluntary Life Insurance
  • Accident coverage offerings
  • Cancer coverage offerings
  • Critical illness offerings
  • Flexible spending accounts
  • HSA employer contributions
  • Casual dress
  • Competitive Paid Time off (PTO) package
  • Paid Holidays

HCM: Healthcare Claims Management

Address

Indianapolis, IN
46298 USA

Industry

Business

View all jobs at HCM: Healthcare Claims Management