Quality Assurance Specialist

Job Details
Company Overview

Envision Healthcare is a leading national medical group focused on delivering high quality care to patients when and where they need it most. More than 30,000 clinicians and clinical support teammates call Envision home. We welcome teammates of every background and work in communities that reflect the racial, ethnic, gender, sexual orientation, and economic diversity of our country.

Through Envision Physician Services and AMSURG, our clinician-led organization is changing the face of healthcare by delivering high-quality care that puts the patient first.

Envision’s core values drive continual advancement and ingenuity across the enterprise:

· Be Curious-embrace learning, seek out diversity of thought, listen openly, ask questions, and ask for feedback

· Instill Trust-have the hard conversation, presume good intent, honor commitments, and do the right thing for patients and each other

· Pursue Extraordinary-challenge the status quo, champion change, innovate and constantly aim higher

· Care Deeply-serve patients, partners, communities, and each other with empathy, compassion, and respect

· Embrace Teamwork-work cross-functionally, break down walls, develop others, be inclusive and unite to improve patient health

· Inspire Joy-seek fulfillment and the joy of medicine, appreciate others, celebrate wins, and promote wellness and belonging


We offer you an outstanding total compensation package, and a variety of health and welfare benefit options to help protect your health and promote your wellbeing. The benefits package includes: medical, dental and vision, life & disability, 401k, HSA, Flexible Spending and an Employee Assistance Program.


The Quality Assurance Specialist will be responsible for the Customer Service QA process as it relates to the evaluation, tracking and reporting of the quality of work performed by the department’s non-exempt staff.

Essential Duties and Responsibilities

· On a daily basis, monitor inbound phone calls for each employee as scheduled within the Contact Center. Monitor the appropriate number of calls based on QA policies and procedures.

· Maintain QA findings on appropriate logs. Complete monthly summary reports based on daily findings and distribute them to appropriate management personnel.

· Communicate quality deficiencies to staff using the Quality Review form. Provide additional details about errors when necessary either to department management team or staff members.

· Identify common errors and telephone deficiencies; report them to the department’s management staff to facilitate improvement within the training process.

· Work closely with department management staff to continually review processes and procedures so that the department is working efficiently and providing effective patient service.

· Assist in the department’s training process with respect to QA policy and procedures.

· Other duties as assigned.

· Reads and abides by the company’s code of conduct, ethics statements, employee handbook(s), policies and procedures and other corporate mandates, including participation in mandatory training programs

· Reports any real or suspected violation of the corporate compliance program, company policies and procedures, harassment or other prohibited activities in accordance with the reporting policies of the company.

· Resolving conflicts or complaints from customers and employees.


· To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. T Flexible, high achiever with ability to learn quickly and meet department goals and deadlines consecutively.

· Strong data entry skills

· Organized, detail oriented with excellent follow through abilities.

· Communicate effectively, both orally and in writing, in English.

· Knowledge of Medical terminology.

· Knowledge of HIPPA requirements.


· High School diploma or general education degree (GED) required.

· Associate degree preferred.

· Minimum 3 years related experience and/or training; or equivalent combination of education and experience preferred.

· Working knowledge of NextGen billing system preferred.

· Good computer skills including the ability to be on multiple screens at once as well as use the zoom in and zoom out feature.


High School or better.