QUALITY ANALYST I - PATIENT SERVICE CENTER

Compassion. Accountability. Collaboration. Foresight. Joy.

These are the Aspirus Core Values; and we are looking for the BEST around to join us as we demonstrate those values Every. Single. Day.

Aspirus Health in Wausau WI, is seeking a QUALITY ANALYST I to join our team!

Under the direction of the Supervisor – Quality Assurance, the QA Analyst 1 monitors and evaluates scheduler and contact center interactions to ensure compliance with established quality standards and service expectations.

This position is responsible for direct monitoring and documentation of performance, identifying trends, and evaluating patient-facing interactions across Aspirus’ contact centers to uphold service quality, compliance, and patient satisfaction objectives. The QA Analyst 1 collaborates with operational supervisors to reinforce consistent quality and assists with QA reporting, calibration, and basic trend analysis, contributing to ongoing quality-improvement efforts within the Patient Service Center and other patient service areas under the Shared Support model.

This position will require the hired party to be on-site for the duration of training and onboarding, exact timeline subject to leadership discretion.

Once one is successfully trained the staffing expectations shift to a hybrid work platform, 3 days in office, 2 days remote. The ability to remain hybrid is subject to leadership approval and one’s ability to maintain key performance metrics as communicated through the training and onboarding process.

HOURS: Full Time 1.0 FTE, 80 Hours Biweekly

Experience/Qualifications

• High school diploma or GED required; Associate’s degree preferred
• 1–2 years of experience in a contact center or customer-service environment required.
• Prior exposure to quality monitoring or coaching processes preferred.
• Healthcare or patient-access experience preferred.
• Proficient with Excel and QA platforms
• Excellent listening and documentation skills.
• Ability to interpret and communicate feedback objectively and professionally.
• Strong attention to detail and accuracy.
• Ability to work independently while collaborating within a team structure.
• Demonstrated experience in continuous learning and improvement.

Employee Benefits

• Full benefits packages available for part- and full-time status.
• PTO accrual from day one!
• Generous retirement plan with match available.
• Wellness program for employees and their families.

Our Mission: We heal people, promote health and strengthen communities.

Our Vision: Aspirus is a catalyst for creating healthy, thriving communities, trusted and engaged above all others.

As an Aspirus team, we demonstrate caring, we plan to impact the future, work with happiness and enthusiasm, recognize our power to make a difference and improve the health of our communities.

Aspirus Health is a nonprofit, community-directed health system based in Wausau, Wisconsin, serving northeastern Minnesota, northern and central Wisconsin and the Upper Peninsula of Michigan. The health system operates 18 hospitals and 130 outpatient locations with nearly 14,000 team members, including 1,300 employed physicians and advanced practice clinicians. For more information visit aspirus.org.

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