Virtual Quality Assurance Analyst

Location: Fully Remote

^{Schedule: Monday - Friday, Eastern Time}

^{Pay Range: $4.50 / Hour}

^{Benefits: Paid Time Off (PTO)} 

^{About the Company}

^{At Nao Medical, we're revolutionizing healthcare by blending cutting-edge technology with heartfelt, personalized care. Over the past 13 years, we've proudly served more than a million New Yorkers at our various locations. Our mission is simple: through our multi-specialty practice, we provide accessible, quality care tailored to each patient's needs. We're breaking down barriers, championing health equity, and delivering value-based care to create healthier communities.}

^{Job Summary}

As a Virtual Quality Assurance Analyst, you will play a crucial role in ensuring the consistent quality of our customer service, processes, and healthcare delivery. You will evaluate calls, chat interactions, and workflows to identify areas for improvement and excellence. Your insights and analyses will directly contribute to enhancing patient satisfaction and operational efficiency.

This role is open for internal candidates seeking promotion and external applicants. Candidates with a strong record of performance, good standing KPIs, and medium or long employment tenure are highly encouraged to apply.

^{Primary Responsibilities}

• Quality Audits: Evaluate inbound/outbound calls, email, and chat interactions for compliance with company standards and healthcare regulations.

• Reporting: Generate detailed reports highlighting trends, strengths, and areas of improvement.

• Feedback Delivery: Provide constructive feedback to team members to enhance their performance and adherence to company policies.

• Training Collaboration: Assist in developing training materials and participate in team training sessions to address gaps identified during audits.

• Process Improvement: Identify workflow inefficiencies and recommend actionable solutions.

• Documentation: Maintain accurate records of evaluations, findings, and recommended action plans.

• Compliance Monitoring: Ensure adherence to HIPAA, data privacy, and company standards in all patient interactions.

• Performance Analysis: Collaborate with team leaders to ensure alignment with key performance indicators (KPIs).

• Call Support: May be asked to take calls to support the business, as needed.
  
  

<sup>Job Requirements

Education and Certifications:</sup>

• ^{Completion of at least 2 years of college or equivalent training and certifications.}

^Skills:

• Superior analytical and observational skills.
• Strong verbal and written communication skills (English).
• Ability to provide clear and actionable feedback.
• Excellent organizational and multitasking abilities.
• Proficiency in relevant computer applications and workflow tools.

^{Experience and Qualifications:}

• ^{1–2 years of customer service experience, preferably in the healthcare industry.}
• ^{Knowledge of EMRs, such as eClinicalWorks (eCW), and HIPAA regulations is a plus but not required to ensure compliance with healthcare privacy standards.}
• ^{Proficiency in Google Workspace (Docs, Sheets, Drive) for effective collaboration and document management.}
• ^{Basic knowledge of data security and confidentiality practices, especially in handling sensitive healthcare information.}
• ^{In-depth knowledge of customer service principles and practices.}
  
  

^{Schedule Requirements:}

• ^{Ability to work night shifts during Eastern Time, from 8:00 AM - 9:00 PM, Monday-Friday Including Holidays.}
  
  

^{Technical Requirements:}

• ^{Reliable wired internet connection with a speed of at least 100 Mbps.}

• ^{A computer or laptop with at least an Intel Core i5 or Ryzen 5 processor and a minimum of 8GB RAM is required. A dual-screen setup is a plus for increased productivity.}

• ^{Operating system: Windows 10 or macOS (latest version) with regular updates.}

• ^{Hard drive: At least 128 GB of free storage space for software and data.}

• ^{A clear webcam with at least 720p and a microphone is needed for clear communication.}

• ^{Updated antivirus software to ensure data security and protection against cyber threats. Having a VPN is preferred but not required.}

• ^{Reliable backup systems for electricity and internet outages in place.}
  
  

Incentives

• Performance Incentive Bonus
• Performance-Based Increase after 3 months and 6 months

Equal Employment Opportunity Statement

Nao Medical is an Equal Opportunity Employer. We are committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We do not discriminate based on race, color, religion, creed, national origin, ancestry, sex, age, disability, marital status, sexual orientation, gender identity, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws. This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Nao Medical is dedicated to providing a work environment free from discrimination and harassment and treating all individuals with respect and dignity. Combining individuals from diverse backgrounds and experiences creates a more innovative, creative, and productive workforce.

Experience the Nao Medical difference. Join us in transforming healthcare, Nao!