Quality Assurance Specialist MyPsychiatrist.com - 2.5 Hollywood, FL Job Details Full-time From $22 an hour 1 hour ago Benefits Health insurance 401(k) Paid time off Qualifications Patient assessment Spreadsheets HIPAA Operations High school diploma or GED Quality assurance Attention to detail Call monitoring Organizational skills Productivity software Clinical confidentiality policies Analytical thinking Documentation review Compliance Full Job Description My Psychiatrist is seeking a detail-oriented and objective Quality Assurance Specialist to join our Contact Center Operations team at our Hollywood Headquarters. The Quality Assurance Specialist is responsible for reviewing patient interactions and contact center activity to ensure our teams are consistently meeting established quality, compliance, documentation, and service standards. This position reviews recorded calls, patient messages, chart documentation, and lead records and provides accurate scoring and documentation based on established quality guidelines. This is an entry-level Quality Assurance opportunity . Previous QA experience is not required. We are looking for someone with strong attention to detail, excellent written communication, good judgment, and the ability to objectively evaluate interactions against defined standards. What You'll Do Quality Assurance & Interaction Reviews Review recorded patient calls, text and portal messages, chart documentation, and lead records. Evaluate interactions using established quality standards and scorecards. Review areas including professionalism, patient verification, compliance, discovery, ownership, accuracy, empathy, and closing. Evaluate documentation for accuracy, completeness, and adherence to established workflows. Monitor applicable scheduling standards, including the 72-hour new-patient scheduling standard. Complete assigned reviews accurately and within established turnaround times. Scoring & Documentation Apply the quality scorecard consistently and objectively across employees and teams. Document specific evidence supporting each score. Provide clear, factual review notes that supervisors can use to understand the interaction and identify areas for improvement. Maintain accurate quality review records in the designated systems. Ensure reviews are completed according to established volume and scheduling requirements. Compliance & Patient Privacy Review interactions for appropriate patient identity verification before protected health information is discussed. Identify potential HIPAA, privacy, or compliance concerns. Immediately escalate suspected privacy violations or other significant compliance concerns to the Quality Assurance & Training Manager. Escalate interactions involving patient safety, crisis language, or potential clinical risk according to established procedures. Calibration & Quality Consistency Participate in quality calibration sessions to ensure scoring consistency across reviewers. Apply approved scoring guidelines consistently. Identify areas where quality standards or scoring criteria may be unclear or interpreted differently. Maintain knowledge of current standard operating procedures, scripts, workflows, and job aids. Reporting & Trend Identification Prepare accurate quality review summaries by employee, team, and quality category. Identify recurring errors, knowledge gaps, and workflow issues. Recognize patterns that may indicate broader training or process opportunities. Support quality-related reporting and ad hoc review requests from leadership. Training Support Support quality reviews for new employees during onboarding and nesting. Provide examples and observations to the Quality Assurance & Training Manager that may support training initiatives. Assist with maintaining quality reference materials and job aids. Ensure patient and employee information is appropriately de-identified when used for training purposes. What We're Looking For Required Qualifications High school diploma or GED. Entry-level candidates are welcome; previous Quality Assurance experience is not required . At least 6 months of experience in a contact center, medical office, patient access, healthcare, or customer service environment , or equivalent experience demonstrating the required skills. Strong attention to detail and ability to carefully review interactions and documentation. Excellent written communication skills. Ability to document observations clearly, factually, and objectively. Ability to follow established guidelines consistently. Strong organizational skills and ability to meet review deadlines. Ability to handle confidential patient and employee information with discretion. Basic proficiency with Microsoft Office, spreadsheets, and computer systems. Ability to learn new software, systems, workflows, and quality standards. Preferred Qualifications Experience in a healthcare contact center or patient access environment. Behavioral health experience. Previous experience reviewing calls, customer interactions, documentation, or compliance-related information. Familiarity with EHR, CRM, patient messaging, or contact center systems. Knowledge of HIPAA and patient confidentiality requirements. Bilingual English/Spanish experience is a plus, particularly for reviewing Spanish-language interactions. What Makes You Successful in This Role The successful candidate will be someone who is:

Detail-oriented:

Notices small errors and inconsistencies others may overlook.

Objective:

Scores interactions based on what actually occurred and the established quality standards.

Consistent:

Applies the same standards across different employees, teams, and interactions.

Analytical:

Can identify patterns and distinguish individual errors from broader process or training opportunities.

Professional:

Communicates observations clearly and respectfully.

Accountable:

Completes assigned reviews accurately and on time.

Discreet:

Handles confidential patient and employee information appropriately.

Curious:

Willing to learn healthcare workflows, systems, and quality standards. Important Scope of the Role This is a quality review and reporting position. The QA Specialist is responsible for identifying, documenting, scoring, and escalating quality, compliance, privacy, and patient safety concerns through the appropriate channels.

Pay:

From $22.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Health insurance Paid time off Application Question(s): Are you bilingual in English and Spanish? Do you have experience working with confidential patient information? Do you have previous Quality Assurance experience?

Work Location:

In person