Henry Ford Health · 12 hours ago
**QA Analyst- Financial Clearance/Full Time/Remote
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expHenry Ford Health is a healthcare organization seeking a Quality Assurance Analyst to ensure quality and production measures within their Customer Service department. The role involves monitoring processes, conducting audits, providing feedback, and facilitating training to maintain high standards of service and quality assurance.
BiotechnologyHealth CareHealth InsuranceMedical
Responsibilities
Utilizes quality management tools to provide support and directly monitor and assess processes and workflows to ensure staff maintain both quality and production measures
Provides ongoing reporting and feedback to Customer Service management regarding staff performance
Measures and implements efforts to maintain or increase the quality of work performed within Customer Service
Conducts random audits and quality checks to ensure member inquiries are handled professionally and processed in an appropriate manner
Coordinates and facilitates calibration sessions
Facilitates training for new hires and current staff regarding the audit process and departmental quality expectations
Monitors contacts and cases as outlined in the department Quality Policy and Procedure Manual
Compiles monitored data and participates in the coaching, training, and development of the department's agents
Interacts with various levels of leadership, including strong customer service, conflict resolution, active listening, analytical, writing and computer skills
Compiles reports and effectively communicates the resulting analysis to the management team
Qualification
Required
Associate degree with a major in Business Administration or related field. Related and relevant experience may be considered in lieu of academic requirements
Related experience is defined as eight (8) years of experience in a call center with a minimum of two (2) years as a lead worker within an insurance, healthcare or government regulated industry
Two (2) years of experience in call center customer service
One (1) year of experience conducting quality/performance/evaluation audits
Experience providing coaching, feedback, and facilitating training
Experience implementing process change, data analysis, and trend reporting
Experience in research and quality improvement
Successfully complete all assigned Epic assigned courses within two (2) months of hire
Successfully complete all assigned Customer Service Representative New Hire inter-departmental training within two (2) months of hire
Excellent documentation skills
Excellent verbal and written communication skills
Self-directed and self-motivated
Strong interpersonal skills and discretion
Organizational and time management skills
Problem solving and decision-making ability
Strong understanding of the Henry Ford Health health care delivery system
Understanding of the functions of support departments requiring frequent interaction with Client Services
Company
Henry Ford Health
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10001+ employees
H1B Sponsorship
Henry Ford Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (212)
2024 (156)
2023 (134)
2022 (159)
2021 (140)
2020 (153)
Funding
Current Stage
Late StageTotal Funding
$40.27MKey Investors
Mort Harris
2020-06-04Grant· $0.27M
2018-04-09Grant· $20M
2016-12-05Grant· $20M
Leadership Team
Robert Riney
President and CEO
Brenda Craig
Vice President, Integrated Communications
Recent News
2025-11-07
Company data provided by crunchbase