ConscientiaMD
Job Description Conscientia Health is seeking a detail-oriented and analytical Quality Control Specialist to monitor, evaluate, and improve the quality of patient interactions, clinical support processes, and operational workflows. This role is responsible for ensuring that patient-facing services consistently meet the organization's quality standards, regulatory requirements, and commitment to delivering exceptional patient care. The Quality Control Specialist will conduct quality reviews, identify areas for improvement, ensure compliance with organizational policies and healthcare regulations, and collaborate with cross-functional teams to enhance the overall patient experience and operational efficiency. Core Responsibilities Patient Interaction Quality Monitoring Review and evaluate patient interactions across multiple communication channels (phone, email, chat, text, and virtual consultations) to ensure professionalism, empathy, accuracy, and adherence to organizational standards. Monitor patient engagement processes to ensure patients receive timely, consistent, and high-quality care coordination and support. Identify trends, recurring issues, and opportunities to improve the patient experience. Quality Assurance & Compliance Ensure adherence to Conscientia Health's quality standards, clinical protocols, HIPAA requirements, and applicable healthcare regulations. Verify that documentation, patient communications, and workflows comply with internal policies and regulatory guidelines. Support quality management initiatives and organizational accreditation standards where applicable. Quality Audits & Reporting Conduct routine quality audits of patient records, care coordination activities, scheduling processes, and customer service interactions. Document quality findings, non-conformances, and performance trends. Prepare detailed quality reports highlighting compliance rates, recurring issues, root causes, and recommendations for corrective actions. Process Improvement Collaborate with clinical, operations, care coordination, and administrative teams to identify workflow inefficiencies and implement process improvements. Utilize quality improvement methodologies such as Root Cause Analysis, 5 Whys, Fishbone Diagrams, and Pareto Analysis to address service gaps. Support initiatives aimed at improving patient satisfaction, operational efficiency, and quality outcomes. Performance Monitoring & Coaching Provide constructive feedback based on quality evaluations. Partner with supervisors and department leaders to identify coaching opportunities and reinforce quality expectations. Assist in developing quality scorecards, monitoring key performance indicators (KPIs), and tracking continuous improvement initiatives. Systems & Documentation Ensure quality monitoring tools, audit templates, and reporting systems are maintained accurately. Maintain confidentiality of patient information and organizational data in accordance with HIPAA and company policies. Support internal quality reviews and assist during regulatory, client, or accreditation audits. Preferred Skills & Qualifications Bachelor's degree in Healthcare Administration, Public Health, Nursing, Health Information Management, Quality Management, Business Administration, or a related field, or equivalent relevant experience. Minimum of 2–4 years of experience in healthcare quality assurance, quality control, patient experience, care coordination, healthcare operations, or a related field. Experience reviewing patient interactions, healthcare documentation, or customer service quality is highly preferred. Strong analytical and problem-solving skills with experience using quality improvement methodologies Experience working with Electronic Health Records (EHR/EMR), CRM platforms, quality management systems, and Microsoft Office or Google Workspace. Ability to analyze quality metrics, patient satisfaction data, and operational performance reports. Nice to have: Excellent written and verbal communication skills. Ability to provide objective, actionable feedback and collaborate effectively with multidisciplinary healthcare teams. Certifications (Preferred) Certified Professional in Healthcare Quality (CPHQ) Lean Six Sigma Yellow or Green Belt ASQ Certified Quality Improvement Associate (CQIA) or similar quality certification Other relevant healthcare quality or compliance certifications are an asset. Core Competencies Exceptional attention to detail Commitment to patient-centered care and service excellence High ethical standards, integrity, and objectivity Strong critical thinking and analytical skills Excellent organizational and time management abilities Effective collaboration and interpersonal skills Ability to maintain confidentiality and regulatory compliance Adaptability in a fast-paced healthcare environment Continuous improvement mindset with a focus on enhancing patient outcomes and operational excellence Job Types: Full-time, Part-time, Fresh graduate Pay: Php25,000.00 - Php30,000.00 per month Work Location: Remote
ConscientiaMD
