Quality Assurance Analyst

About The Company

Founded in 2005, Integra Partners is a leading national network administrator specializing in durable medical equipment, prosthetic, and orthotic supplies (DMEPOS). Our mission is to enhance the quality of life for the communities we serve by reimagining access to in-home healthcare. We facilitate connections between Payers, Providers, and Members through innovative technology and streamlined workflows, ensuring Members have access to top local providers and culturally competent care. Our focus on transparency, accountability, and adaptability enables us to deliver better health outcomes and more efficient management of complex healthcare benefits. As a wholly owned subsidiary of Point32Health, Integra Partners operates from a location in Michigan and maintains a remote workforce across the United States. Our company culture emphasizes collaboration, teamwork, and core values such as One Team, Drive Results, Push the Boundaries, Value Others, and Build Community. We are committed to fostering an inclusive environment and providing opportunities for professional growth in the healthcare sector.

About The Role

The Quality Assurance Analyst plays a vital role in monitoring and documenting production quality to support departmental goals and initiatives. This position involves evaluating both verbal and written customer contacts, including calls, emails, and claims, to ensure accuracy and adherence to quality standards. The analyst participates in designing quality monitoring formats and standards, ensuring a fair and consistent review process. By analyzing quality data, the QA Analyst identifies trends and provides actionable feedback to the management team to drive continuous improvement. The role requires collaboration with various teams, coaching employees for success, and facilitating discussions centered on quality metrics. The ideal candidate will possess a keen eye for detail, strong analytical skills, and the ability to communicate effectively across departments. This position offers an opportunity to develop leadership skills within the operations team and to contribute significantly to the enhancement of service quality and customer satisfaction.

Qualifications

• Minimum of 1 year of experience performing Quality Assurance in a call center or production-oriented service environment (or equivalent education and experience)
• Proficient understanding of QA methodologies and quality monitoring practices
• Demonstrated ability to quickly gain product, process, and tools knowledge and communicate effectively
• Strong data analysis skills to identify root causes and propose solutions
• Excellent communication skills, including listening, interpersonal, verbal, written, spelling, and grammar
• Leadership capabilities and interpersonal skills
• Ability to maintain confidentiality and adhere to rules and regulations
• Strong organizational, problem-solving, and analytical skills
• Proficiency in Word, Excel, and PowerPoint for reporting and presentations
• Flexibility and adaptability to multitask and handle changing priorities
• Self-motivated, detail-oriented, and capable of working independently or as part of a team
• Healthcare experience preferred
• Fluent in Spanish and English preferred
• Bachelor’s Degree preferred or equivalent experience
  
  

Responsibilities

• Monitor and evaluate verbal and written customer interactions to ensure quality standards are met
• Design and implement quality monitoring formats and standards
• Review calls, emails, claims, and other interactions fairly and consistently
• Provide coaching and feedback to team members to enhance performance and service quality
• Document quality results and present findings to management effectively
• Identify trends and root causes of quality issues through data analysis
• Facilitate discussions with team members and management to promote continuous improvement
• Participate in the development and refinement of quality standards and procedures
• Assist in adjudicating audit appeals and navigating QA platforms such as Genie
• Contribute to training and onboarding new team members on quality standards and tools
• Support departmental goals through consistent quality monitoring and feedback
• Maintain confidentiality of sensitive information and ensure compliance with regulations
  
  

Benefits

• Competitive compensation and annual bonus program
• 401(k) retirement plan with company match
• Company-paid life insurance and short-term disability coverage (location restrictions may apply)
• Medical, Vision, and Dental benefits
• Paid Time Off (PTO) and Sick Time
• Paid company holidays and floating holidays
• Paid Parental Leave
• Quarterly company-sponsored events
• Health and wellness programs
• Career development opportunities
• Remote work opportunities in various states across the U.S.
  
  

Equal Opportunity

Integra Partners is an equal opportunity employer committed to fostering an inclusive environment. We celebrate diversity and are dedicated to providing reasonable accommodations to qualified individuals with disabilities throughout the application process. We welcome applicants of all backgrounds and perspectives and do not discriminate based on race, color, religion, gender, sexual orientation, gender identity, age, national origin, or any other protected category. Our goal is to create a workplace where everyone feels valued and empowered to contribute to our mission of improving healthcare access and quality.