QA Training Analyst

Job Summary

The Billing Customer Support Quality Assurance & Training Analyst is responsible for ensuring consistent delivery of accurate, compliant, and client- and patient-centered billing customer support services. This role serves as both a Quality Assurance Analyst and Trainer for team members who interact with patients, providers, and clients regarding billing policies, financial assistance programs, insurance-related inquiries, payment collection, and account resolution.

The individual will conduct structured quality reviews of billing customer interactions, identify trends and coaching opportunities, facilitate new hire onboarding, provide ongoing education, and partner with operational leaders to improve performance and service quality. This role also supports the creation, maintenance, and governance of Standard Operating Procedures (SOPs), job aids, training materials, and competency assessments to ensure consistency and compliance across the billing organization.

Quality Assurance & Auditing

• Conduct routine evaluations of billing-related phone calls, Salesforce case documentation, and account activities using established quality standards and scoring rubrics.
• Assess interactions for accuracy, compliance with policies and procedures, professional communication, patient experience, documentation quality, and payment processing accuracy.
• Identify quality risks, process breakdowns, and training opportunities.
• Document audit findings and provide actionable recommendations to leadership.
• Track quality metrics and trends to support operational decision-making.
• Participate in calibration sessions to ensure scoring consistency.

New Hire Training & Onboarding

• Facilitate onboarding programs for newly hired billing team members.
• Deliver instructor-led, virtual, and self-paced training programs.
• Support competency validation and readiness assessments.
• Develop onboarding plans and learning pathways.
• Conduct virtual coaching and skills demonstrations.

Ongoing Learning & Development

• Partner with leaders to identify training needs based on quality trends, policy changes, and business requirements.
• Deliver refresher training and continuing education.
• Lead coaching sessions focused on billing policies, payment collection practices, difficult patient conversations, customer service skills, documentation standards, and compliance requirements.
• Maintain training records and competency documentation.

SOP & Documentation Management

• Create, revise, and maintain billing SOPs, work instructions, reference guides, and job aids.
• Collaborate with operational stakeholders and subject matter experts to standardize workflows.
• Ensure all documentation reflects current billing policies, regulatory requirements, and operational processes.
• Conduct periodic SOP reviews and identify gaps or opportunities for improvement.
• Support document control processes and version management.

Process Improvement

• Analyze quality findings to identify recurring issues and root causes.
• Recommend workflow enhancements to improve efficiency, accuracy, and client experience.
• Support implementation of new processes, technology enhancements, and policy changes.
• Participate in cross-functional initiatives focused on quality and operational excellence.

Compliance & Audit Readiness

• Support internal and external audits by maintaining quality and training documentation.
• Ensure billing team adherence to organizational policies and applicable regulatory requirements.
• Promote a culture of compliance, accountability, and continuous improvement.