Quality Assurance Associate (PHRN)

The Quality Assurance Associate (PHRN) is responsible for monitoring, evaluating, and continuously improving the quality of patient interactions. This role involves reviewing inbound and outbound calls, providing structured feedback to agents, and ensuring adherence to clinical, operational, and compliance standards. The Quality Associate plays a critical role in driving performance improvement and delivering a consistent, high‑quality patient experience.

Key Responsibilities

Call Monitoring & Evaluation

• Monitor and evaluate inbound and outbound calls to ensure adherence to approved scripts, procedures, and regulatory requirements.
• Assess agent performance based on accuracy, empathy, communication clarity, clinical appropriateness, and policy compliance.
• Ensure patient interactions align with healthcare quality standards and organizational expectations.

Feedback & Coaching

• Provide timely, de...