USRN Quality Analyst (Healthcare)

Our brand, Lennor Metier Consulting, a DOLE-licensed headhunting and recruitment agency in the Philippines, is proud to partner with a global provider of revenue cycle management (RCM) and specialized clinical services for organizations in their search for a USRN Quality Analyst based in Ortigas.

 

Salary Range: ₱90,000 

Work Setup: Onsite 

Shift Schedule: Night Shift

Location: Ortigas City

 

The role

In this role, you will be responsible for evaluating customer interactions, ensuring compliance with quality standards, identifying performance gaps, and providing actionable feedback to improve agent performance and overall service delivery. The ideal candidate has a strong background in quality assurance within a US Healthcare BPO environment and possesses excellent coaching and analytical skills.

 

Your Responsibilities:

• Conduct quality audits of voice and/or non-voice interactions based on established client and internal quality guidelines.
• Evaluate agent performance for compliance with healthcare regulations, client standards, and call handling procedures.
• Provide timely, constructive coaching and feedback to improve quality scores and overall performance.
• Identify trends, root causes, and opportunities for process improvement through audit findings.
• Collaborate with Operations, Training, and Team Leaders to develop action plans that address quality gaps.
• Monitor quality metrics and prepare reports, dashboards, and performance analyses.
• Participate in calibration sessions to ensure consistency and accuracy in quality evaluations.
• Ensure adherence to HIPAA, company policies, and client-specific quality standards.
• Support continuous improvement initiatives that enhance customer experience and operational efficiency.
• Mentor and guide team members on quality best practices and compliance requirements.

What we're looking for:

• Active Philippine Registered Nurse (PHRN) license is required.
• Active US Registered Nurse (USRN) license required (New York license preferred).
• At least 2 years of experience as a Quality Analyst in a US Healthcare BPO environment, with expertise in:
  • Quality auditing
  • Call quality evaluation and adherence to call guidelines
  • Performance coaching and feedback
  • Healthcare compliance and quality standards
• OR at least 2 years of experience as a Subject Matter Expert (SME) in a US Healthcare account with significant experience in:
  • Auditing
  • Coaching
  • Providing performance feedback
• Strong understanding of quality methodologies, performance metrics, and continuous improvement practices.
• Excellent analytical, communication, and interpersonal skills.
• Proficient in Microsoft Office applications, particularly Excel.

 

 Ready to take the next step in your career? Submit your application now!

 

 --- We kindly request your patience as we receive a significant number of applications. Rest assured that our team will update your application's status soon. In the meantime, we encourage you to follow our LinkedIn page to stay informed about future opportunities and company updates.