Intake Quality Assurance Specialist

Opportunity Overview:

As Quality Specialist will implement quality measurements, scoring, and performance improvement data designed to improve operational efficiency while exceeding industry standards for quality performance. You will apply subject-matter expertise to guide and support the training and quality needs of Intake Operations. This includes building the success of the company through training and development. With a solid foundation in quality analysis, feedback, instructing/coaching; you are expected to be flexible and nimble in your role to manage short- and long-term projects as well as dealing with day-to-day QA tasks. Cohere culture is one of partnership and ownership.

What you’ll do:

• Translate QA findings into clear insights and recommendations for operational leaders and cross-functional partners.
• Develop and deploy structured coaching sessions based on audit findings to improve accuracy, decision-making, and skill development.
• Create and ensure accuracy of SOPs, job aids, workflow guides, and new product readiness materials.
• Facilitate onboarding and ongoing upskilling sessions using adult learning principles and SME feedback.
• Lead QA/Training side of project implementations by operationalizing workflow changes, quality expectations, and training updates into the business.
• Partner with Product, Clinical, Client Services, and Operations to validate workflow changes and identify potential quality or compliance risks.
• Support change management by communicating process updates and aligning QA expectations across impacted teams.
• Serve as a subject matter expert and advisor to frontline leaders on quality trends, training needs, and operational readiness.
• Manage multiple concurrent priorities with independence, ownership, and accountability for deliverables, exercise discretion and independent judgment.
• Step into operational queues to maintain service levels and ensure continuity of operations, as needed during high-volume periods.
• Other duties as assigned

Required Qualifications:

Must-haves

• 5 to 7 years of experience in US Healthcare Payer Processes
• Experience in US healthcare operations, medical billing, claims, or prior authorization.
• Experience in healthcare BPO/KPO, payer/provider operations, or contact center environments.
• Knowledge of HIPAA regulations and patient privacy practices.
• Bachelor’s degree or equivalent experience preferred.
• 3+ Yrs in Quality assurance role.
• Attention to detail
• Communication skills - verbal and written
• Data collection, management and analysis