Patient Experience Analyst
Diverge Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $65,000 - $75,000 per year
Job Level
JuniorMid-Level
About the role
- Monitor PES and HES calls to evaluate professionalism, empathy, compliance, and effectiveness.
- Audit documentation and EMR entries for accuracy, completeness, and adherence to standards.
- Identify trends, recurring issues, and compliance risks through regular call and case reviews.
- Provide structured, constructive feedback that supports staff development and quality improvement.
- Partner with leaders in Central Care Operations and Population Health to align on coaching priorities.
- Maintain QA scorecards and reports to track performance and highlight improvement opportunities.
- Recommend updates to scripts, workflows, and documentation standards to improve quality outcomes.
- Support the early design and continuous refinement of Diverge’s QA program for PES and HES functions.
Requirements
- 2+ years in a call center QA, healthcare outreach, or clinical documentation auditing role.
- Working knowledge of healthcare communication, patient engagement, and compliance standards (HIPAA, CMS, etc.).
- Strong attention to detail and analytical skills for identifying patterns and root causes.
- Excellent verbal and written communication, with the ability to deliver objective, supportive feedback.
- Experience with EMR systems, call monitoring tools, or patient engagement platforms.
- Preferred: Background in healthcare, population health, or patient engagement; familiarity with HEDIS, CMS Star Ratings, or preventive care programs.
- Bonus: Process improvement or QA certifications (e.g., Six Sigma, Lean).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center QAclinical documentation auditinghealthcare communicationcompliance standardsEMR systemscall monitoring toolspatient engagement platformsdata analysisquality improvementtrend identification
Soft skills
attention to detailanalytical skillsverbal communicationwritten communicationconstructive feedbacksupportive feedbackcollaborationcoachingproblem-solvingorganizational skills
Certifications
Six SigmaLean