QA Analyst - Patient Support
Key Skills for This Role
Full Job Posting
Qualifications
- Required Education and Experience
- High School Diploma or GED required.
- Two or more years of experience in a healthcare, pharmacy billing, patient-support, insurance, or similar contact center environment, with demonstrated knowledge of call handling, documentation, quality expectations, or regulated workflows.
- Working knowledge of U.S. healthcare insurance and pharmacy-support concepts, including copays, deductibles, coinsurance, out-of-pocket maximums, benefit verification, pharmacy claim responses, coordination of benefits, and common rejection scenarios.
- Strong analytical, written, and verbal communication skills, with the ability to evaluate interactions objectively, document findings clearly, interpret procedures, and distinguish coaching opportunities from critical or compliance errors.
- Proficiency with contact center technology, CRM/case management systems, quality-monitoring tools, Microsoft Office applications, and multiple data sources.
- Preferred Education and Experience
- One or more years of quality assurance, quality monitoring, auditing, coaching, training, or advanced-agent experience in a healthcare, pharmacy, patient-support, or regulated contact center environment.
- Certified Pharmacy Technician ( CPhT ) certification is preferred. CPhT stands for Certified Pharmacy Technician; certification through the Pharmacy Technician Certification Board (PTCB) or another nationally recognized certifying organization is preferred. Active state pharmacy technician registration or licensure is also preferred where applicable.
- Spanish-speaking/English bilingual proficiency is preferred, particularly for quality monitoring of Spanish-language patient interactions and assessing accuracy, professionalism, and clarity in both languages.
- Additional post-secondary education, healthcare-related training, quality assurance training, or contact center quality certification is preferred.
- Additional Eligibility Qualifications
- Ability and willingness to complete all required Omega, client, and program training, including quality calibration, emotional sensitivity, privacy, security, systems, and program-specific training.
- Ability to communicate constructively with representatives, supervisors, managers, trainers, Quality team members, and healthcare-related stakeholders while maintaining objectivity and confidentiality.
- Security Access Requirements
- Access to protected health information, recorded patient interactions, employee quality records, client systems, CRM/case management tools, quality-monitoring platforms, telephony applications, payer or pharmacy benefit systems, and other assigned applications may be required. All access is subject to Omega and client privacy, HIPAA, information security, and acceptable-use requirements.
- Equal Employment Opportunity:
- Omega Healthcare is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, protected veteran status, genetic information, or any other basis protected by applicable law.
- Omega Healthcare makes reasonable accommodations when needed for applicants and candidates with disabilities or religious observances. If reasonable accommodation is needed to participate in the hiring process, please contact Human Resources at [email protected].
- Other Duties
- This job description is not designed to cover every activity, duty, or responsibility required of the employee. Duties and responsibilities may change at any time with or without notice, and the employee may perform other duties as assigned.
Preferred Qualifications
- Preferred Education and Experience
- Certified Pharmacy Technician ( CPhT ) certification is preferred. CPhT stands for Certified Pharmacy Technician; certification through the Pharmacy Technician Certification Board (PTCB) or another nationally recognized certifying organization is preferred. Active state pharmacy technician registration or licensure is also preferred where applicable.
- Spanish-speaking/English bilingual proficiency is preferred, particularly for quality monitoring of Spanish-language patient interactions and assessing accuracy, professionalism, and clarity in both languages.
- Additional post-secondary education, healthcare-related training, quality assurance training, or contact center quality certification is preferred.
About Omega Healthcare Management Services Private Limited
Private healthcare outsourcing provider delivering revenue cycle and clinical services to providers, payers, and life sciences companies.
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