Senior Quality Analyst - Hyderabad, India - Health Square Inc

Description

Revenue Cycle Management Accounts Receivable Quality Analyst

The AR Quality Analyst plays a vital role in ensuring exceptional service delivery, accurate coding processes, and stringent regulatory compliance within the Accounts Receivable division. Key responsibilities include:

Interaction Evaluation and Coaching:

• Conduct qualitative assessments of live and recorded patient/guarantor interactions with AR associates to gauge professionalism, empathy, adherence to protocols, and problem resolution efficacy.
• Meticulously evaluate encounters against predefined quality metrics surrounding greetings, verification procedures, coding accuracy, payment collection, service management, etc.
• Provide comprehensive feedback and coaching to AR associates, identifying opportunities for improvement while reinforcing best practices.

Quality Assurance and Analytics:

• Ensure all interactions adhere to departmental policies, financial regulations, and relevant healthcare guidelines.
• Leverage quality monitoring data to pinpoint training needs and areas for process optimization.
• Generate comprehensive reports analyzing quality scores, performance trends, and associate metrics.
• Collaborate with training and leadership teams to develop and implement initiatives that enhance associate skills and overall quality standards.

Additional Responsibilities:

• Assist with refining interaction scripts, policies, and quality evaluation criteria as needed.
• Maintain expert knowledge of healthcare regulations governing billing and collections activities.
• May contribute to onboarding and training new AR associates on systems, workflows, and customer service protocols.

In this critical role, the AR Quality Analyst will uphold rigorous quality standards within the division through consistent monitoring, coaching, and process improvement efforts. This enables maximized revenue realization while delivering an exceptional patient experience.