Qureos Mentor

Pediatric Associates Family of Companies

<div><div><div>PRIMARY FUNCTION 

The Quality Assurance (QA) Specialist is responsible for evaluating the quality, accuracy, and effectiveness of patient interactions across the Patient Contact Center (PCC). This role conducts structured quality monitoring of calls and digital interactions to ensure adherence to clinical protocols, operational workflows, regulatory requirements, and organizational standards. 

The QA Specialist analyzes performance data to identify trends, root causes, and opportunities to improve First Call Resolution (FCR), Customer Satisfaction (CSAT), and access to care. 

The QA Specialist partners closely with Operations, Training, Workforce Management (WFM), and Leadership to identify performance gaps, deliver actionable insights, and support continuous improvement initiatives that enhance access, accuracy, and overall service delivery. 

ESSENTIAL DUTIES AND RESPONSIBILITIES
This list may not include all the duties that may be assigned. 

Quality Monitoring &amp; Evaluation
<ul><li>Conduct structured evaluations of inbound and outbound calls, chats, and other patient interactions to assess:
</li></ul><ul><li>Accuracy and completeness of information provided
</li></ul><ul><li>Adherence to scripts, workflows, and clinical protocols
</li></ul><ul><li>Compliance with company policies, regulatory requirements, and payer guidelines
</li></ul><ul><li>Effectiveness in resolving patient needs (FCR)
</li></ul><ul><li>Empathy, professionalism, and communication quality
</li></ul><ul><li>Complete a minimum number of evaluations per agent per month as defined by leadership
</li></ul><ul><li>Utilize standardized QA scorecards aligned to PCC priorities (Access, Scheduling Accuracy, Clinical Triage, etc.)
</li></ul>Performance Tracking &amp; Reporting
<ul><li>Compile, track, and maintain QA scores at the agent, team, and enterprise levels
</li></ul><ul><li>Assist with the Identification of trends, root causes, and performance gaps across:
</li></ul><ul><li>Call types (appointments, referrals, billing, clinical advice)
</li></ul><ul><li>Regions, skills, and programs
</li></ul><ul><li>Develop and distribute weekly and monthly QA performance reports, including insights tied to:
</li></ul><ul><li>CSAT drivers
</li></ul><ul><li>FCR opportunities
</li></ul><ul><li>Access and availability compliance 
</li></ul>Calibration &amp; Quality Governance
<ul><li>Participate in weekly calibration sessions to ensure scoring consistency across:
</li></ul><ul><li>Internal QA team
</li></ul><ul><li>BPO partners (e.g., Philippines) 
</li></ul>Confidentiality and Compliance
<ul><li>Maintain strict confidentiality of all patient, employee, and organizational information in accordance with HIPAA regulations and company policies
</li></ul><ul><li>Safeguard all Protected Health Information (PHI), ensuring it is accessed, used, and disclosed only as appropriate and authorized
</li></ul><ul><li>Protect the confidentiality of call recordings, call interactions, and any related documentation
</li></ul><ul><li>Maintain confidentiality of agent performance data, quality evaluations, and performance outcomes
</li></ul><ul><li>Complete all required HIPAA and compliance training and consistently apply learned standards in daily responsibilities 
</li></ul>SUPERVISORY RESPONSIBILITIES 

None. 

QUALIFICATIONS 

EDUCATION: High Scholl Diploma/GED or equivalent required. Bachelor&rsquo;s degree in business, Healthcare Administration, or related field preferred 

EXPERIENCE 

<ul><li>Minimum 3 years of call center or customer service experience required
</li></ul><ul><li>Minimum 2 years of quality assurance or quality monitoring experience preferred
</li></ul><ul><li>Experience working with regulated environments (e.g., healthcare compliance standards) preferred 
</li></ul>KNOWLEDGE, SKILLS, AND ABILITIES
<ul><li>Demonstrated ability to review and interpret quality and performance data to identify trends, patterns, and areas for improvement
</li></ul><ul><li>Understanding of quality calibration methodology and scoring consistency practices
</li></ul><ul><li>Familiarity with automated call distribution (ACD), IVR, and skill-based routing systems
</li></ul><ul><li>Experience with EHR systems and cloud-based contact center platforms (e.g., Talkdesk) preferred
</li></ul><ul><li>Excellent verbal, written, and interpersonal communication skills
</li></ul><ul><li>Strong attention to detail, accuracy, and timeliness
</li></ul><ul><li>Ability to work collaboratively in a team-oriented environment
</li></ul>TYPICAL WORKING CONDITIONS
<ul><li>Non-patient facing
</li></ul><ul><li>Hybrid/telework
</li></ul><ul><li>If remote, this job must be U.S. based.
</li></ul><ul><li>% travel required if any &ndash; 0% 
</li></ul>OTHER PHYSICAL REQUIREMENTS
<ul><li>Vision
</li></ul><ul><li>Sense of sound
</li></ul><ul><li>Sense of touch
</li></ul><ul><li>Work may require sitting for long periods of time
</li></ul><ul><li>Manual dexterity sufficient to operate a keyboard
</li></ul><ul><li>Long periods of time in front of a computer screen 
</li></ul>PERFORMANCE REQUIREMENTS
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to be an accurate reflection of the general nature of level of the job.</div> 
</div> 
Location: Pediatric Associates &middot; Patient Contact Center 
Schedule: Full Time, Remote</div>

Quality Assurance Specialist

<div><div><div><div><div><div><div><div><div><div><div><div><div><div><div>THIS POSITION REQUIRES A CANDIDATE THAT IS BILINGUAL IN SPANISH/ENGLISH - MUST BE FLUENT IN BOTH.
PRIMARY FUNCTION
Provides documentation assistance to a licensed practitioner to increase efficiency and productivity throughout their shift. This role is critical in helping to close care gaps, streamline documentation, and ensure accurate coding and follow-up planning for patients. The ideal candidate will thrive in a fast-paced environment, possess strong knowledge of medical terminology, and be passionate about improving patient outcomes in a VBC setting.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This list may not include all of the duties that may be assigned.
<div><ul><li>Prepare for patient visit by reviewing patient records prior to it (reason of the visit, previous test results, medical history, care gaps).</li></ul>
<ul><li>Review patient records and leverage EHR tools to identify and flag care gaps (e.g., screenings, vaccinations, chronic disease monitoring). Collaborate with providers to ensure VBC quality metrics are addressed during each visit.</li></ul>
<ul><li>Alert provider when patient is ready to be seen.</li></ul>
<ul><li>Facilitates communication between the provider and patient as interpreter, as needed.</li></ul>
<ul><li>Accurately and thoroughly document medical visits and procedures as they are being performed by the physician, ensure care and ensure accurate risk adjustment and coding.</li></ul>
<ul><li>Accurately document all provider-stated diagnoses during patient encounters, ensuring appropriate ICD-10 coding.</li></ul>
<ul><li>Assist in entering and updating the clinical decision-making process and treatment plan as directed by the provider.</li></ul>
<ul><li>Enter prescribed medications and reconcile current medications in the EHR as instructed by the provider.</li></ul>
<ul><li>Utilize computerized provider order entry to input lab, imaging, and diagnostic test orders as directed by the provider.</li></ul>
<ul><li>Initiate referrals to specialists or external services per provider instruction and ensure accurate documentation of referral reasons and urgency.</li></ul>
<ul><li>Schedule follow-up appointments based on provider recommendations to ensure continuity of care and timely closure of care gaps</li></ul>
<ul><li>Change visit status appropriately in the EHR to support efficient clinic workflows and patient throughput.</li></ul>
<ul><li>Support onboarding and training of newly hired medical scribes by sharing best practices, demonstrating workflows, and offering mentorship as needed.</li></ul>
<ul><li>Assist with EHR inbox management, including reviewing and processing e-refill requests, uploading external documents, documenting lab and diagnostic results, and managing patient messages and phone calls in coordination with clinical staff.</li></ul>
<ul><li>Perform additional administrative or clinical documentation support tasks on an as-needed (PRN) basis to ensure smooth daily clinic operations.</li></ul>
</div>
QUALIFICATIONS
Education: A high school diploma or equivalent is required but a strong portfolio and demonstrable experience will be considered in lieu of education.
Experience: A minimum of 1 year of healthcare experience is required, however, pre-med students, CMCP or CMSA, will be considered in lieu of experience.
LICENSURE / CERTIFICATION
<ul><li>Certified Medical Scribe Professional (CMSP) or Certified Medical Scribe Associate (CMSA) certificate a plus.</li>
<li>International Medical Graduate, Medical Assistant or LVN/LPN a plus.</li>
</ul>
KNOWLEDGE, SKILLS AND ABILITIES
<ul><li>Basic Word, Excel, Power Point.</li>
<li>Excellent typing and redaction skills.</li>
<li>Excellent skills to accurately and completely document patients; medical histories, understanding provider&rsquo;s instruction, and for accurately documenting patient&rsquo;s medical information.</li>
<li>Good judgment, organizational ability, initiative, attention to detail and the ability to be self-motivated.</li>
<li>Ability to multi-task and work effectively in a high-stress and fast-moving environment.</li>
<li>Possess a thorough understanding of the importance of confidentiality and non-disclosure according to the general standards set forth by HIPAA.</li>
<li>Familiarity with and understanding medical terminology.</li>
<li>Excellent computer and phone skills.</li>
<li>Impeccable verbal, written and interpersonal skills.</li>
<li>Bilingual proficiency (especially Spanish) preferred.
</li><li>Familiarity with electronic health record systems.</li>
</ul>
TYPICAL WORKING CONDITIONS
<ul><li>May be full time remote/telework OR Hybrid
</li><li>USA, Texas based</li>
</ul>
PERFORMANCE REQUIREMENTS
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.</div> 
</div>
</div></div></div></div></div></div></div></div></div></div></div></div> 
Location: Pediatric Associates &middot; Clinical Support Services 
Schedule: Full Time, Days</div>

Medical Scribe - Bilingual in English/Spanish Required

Join Pediatric Associates Family of Companies and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Pediatric Associates Family of Companies

About Company

Quality Assurance Specialist

Medical Scribe - Bilingual in English/Spanish Required