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Quality Control Auditor

Job ID: 4668058
Updated: October 10, 2018
Geographic Location: 
Department: Customer PreService
Full/Part Time: Full-Time
Shift: Days
Standard Hours: 40
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Job Summary

This position is located onsite with Mercy Health, a client of Ensemble Health Partners. To learn more about Mercy, click the link below to apply.

With little supervision, the Quality Control Auditor works directly with all levels of Customer Service leadership and the individual Customer Service Specialists amd Sr. Customer Service Specialists.  The auditor is knowledgeable in Patient Financial Services and Customer Service technology, applications, systems, processes and may have ownership over one or more technologies / processes.  The auditor is responsible for auditing and monitoring customer service calls and work queues to ensure compliance and consistency to policy and procedure.  The auditor manages the quality process, ensuring an exemplary customer service provided by the Customer Service Specialists, Sr. Customer Service Specialists, Supervisors and any other staff as assigned to audit.
Requires sound judgement, critical thinking, and independent decision making.


In conjunction with Customer Service Leadership, the Quality Control Auditor manages the quality audit software and process, which includes interaction with Customer Service Specialists, ensures accurate record keeping and audit scoring and system documentation, timely and accurate audits and monitoring of phone calls, queues, and paperwork for Customer Service to ensure procedural compliance with revenue cycle and departmental procedures and quality customer service.   The auditor will organize and conduct monthly call calibrations for leadership and side by side live monitoring with Customer Service Specialists. The auditor will ensure monthly quality scorecards are completed accurately and adhere to department standards and established metrics for quality.
Create, organize and maintain reports, audit logs, Customer Service Specialist quality audit forms, and other report requests for quality as delegated.  Prepare and communicate monthly quality scorecards.  Leads the review, recommendation and implementation of metrics and reporting for quality.   Identify and resolve quality software and technology concerns and partner with Operations Specialist to implement software upgrades for the quality audit system.
Continuous research, development and implementation of new quality procedures and programs to ensure cutting edge ideas and efficiencies.  The auditor will partner with the leadership team to identify and recommend quality and training needs of the department.

Perform other duties as assigned.


Required Minimum Education:     4year / bachelors degree



Minimum Years and Type of Experience:  4 years of experience in healthcare industry and customer service required (combination of both). 
Other Knowledge, Skills and Abilities Required:  Call center operations, system applications, compliance and customer service.




Qualifications - Minimum



Full-time, 40 hours per week, days, 8:00 a.m. to 5:00 p.m.

Tuesday nights would be expected to be here until 6pm.

Equal Employment Opportunity

It is our policy to  abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a), prohibiting discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibiting discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.

About Us

This position will be a part of the revenue cycle team at Ensemble Health Partners - a wholly owned subsidiary of Mercy Health. Ensemble Health Partners specializes in providing revenue cycle solutions and creating real value for its clients by building relationships, reducing revenue cycle spend and delivering exceptional results. Ensemble partners with hospitals across the United States to make real and lasting improvements that impact the bottom line.

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