Intake Quality Assurance Specialist

The role

The Quality Specialist will implement quality measurements, scoring, and performance improvement data to improve operational efficiency. You will provide subject-matter expertise to guide training and quality needs for Intake Operations.

What you will do

• Translate QA findings into insights and recommendations for leaders.
• Develop and deploy structured coaching sessions based on audit findings.
• Create and ensure accuracy of SOPs, job aids, workflow guides, and new product readiness materials.
• Facilitate onboarding and ongoing upskilling sessions.
• Lead QA/Training side of project implementations.
• Partner with Product, Clinical, Client Services, and Operations to validate workflow changes.
• Support change management by communicating process updates.
• Serve as a subject matter expert and advisor to frontline leaders.
• Manage multiple concurrent priorities with independence and accountability.
• Step into operational queues to maintain service levels during high-volume periods.

Required qualifications

• 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
• 3+ Yrs in Quality assurance role
• Attention to detail
• Communication skills - verbal and written
• Data collection, management and analysis
• Problem analysis and problem solving
• Planning and organizing
• Effective interaction with stakeholders
• Teamwork

Nice to have

• Bachelor’s degree or equivalent experience
• Proficiency with Google Workspace (Sheets, Docs, Forms); ability to build pivot tables and create charts or dashboards
• Experience identifying performance trends and root causes through data
• Experience using quality management systems and conducting structured QA audits
• Experience facilitating coaching sessions and giving constructive feedback
• Understanding of Adult Learning Theory and Training

Before you apply

• Connect with Talent Acquisition
• Meet with the Hiring Manager
• Behavioral Interview(s)
• Case Study
• Interview with Senior Leadership

About the company

Cohere Health’s clinical intelligence platform and agentic AI-powered solutions connect health plans’ strategic goals and providers’ needs. The company improves collaboration and reduces burden through an enterprise approach that streamlines payer-provider decision-making.