Call Quality Auditor

Company Description

Put your healthcare administration and customer service experience to work improving the quality of patient scheduling and referral services for military healthcare beneficiaries.

At International SOS Government Medical Services, you'll support healthcare programs that improve patient care and operational readiness across the U.S. and internationally. Founded in 1984, International SOS operates in more than 90 countries, delivering healthcare, medical assistance, emergency response, and workforce support services worldwide.

Job Description

As a Call Quality Auditor, you'll evaluate patient scheduling and referral management calls, identify opportunities for improvement, and help healthcare support teams deliver accurate, professional service.

In this role you'll review agent performance, provide constructive feedback, and support coaching and training initiatives. Your work will help strengthen service quality, procedural accuracy, and the patient experience.

Work Location: Remote - San Antonio, TX Position Requirements: Must live within 50 miles of San Antonio, TX.

Schedule: Monday–Friday, eight-hour shifts within designated operating hours, excluding federal holidays. Overtime may be required.

Operating Hours (Central Time):

• Pacific operations: 8:00 a.m.–8:00 p.m. CT
• Hawaii operations: 10:00 a.m.–10:00 p.m. CST / 11:00 a.m.–11:00 p.m. CDT

Assigned shifts may vary depending on operational coverage.

Key Responsibilities

• Audit call quality: Review inbound and outbound calls, monitoring at least 5% of each assigned agent's calls monthly for service quality, accuracy, and compliance.
• Coach and support employees: Provide performance feedback, lead virtual coaching sessions, and participate in training and quality improvement activities.
• Evaluate compliance: Monitor adherence to scheduling procedures, organizational policies, contractual requirements, and HIPAA standards.
• Identify improvement opportunities: Document performance trends, service deficiencies, and positive outcomes while recommending process improvements to leadership.
• Support quality initiatives: Participate in calibration sessions, assist in developing training materials and job aids, and collaborate across departments to maintain consistent quality standards.
• Assist with operational support: Help manage call support queues, troubleshoot system issues, and document scheduling infractions and other quality concerns.

Qualifications

Requirements

• High school diploma or GED.
• Minimum of 1 year of healthcare administrative experience.
• Proficiency in Microsoft 365, including Teams, Excel, and Outlook, with strong computer skills and the ability to learn new systems.
• Strong customer service, telephone etiquette, and written and verbal communication skills.
• Excellent attention to detail, critical thinking, problem-solving, and organizational skills, with the ability to manage competing priorities in a fast-paced environment.

Preferred

• Minimum of 2 years of call center experience.
• Minimum of 2 years of leadership experience.
• Experience with CXone, MHS GENESIS, or other call center software.

Additional Information

Health & Welfare (H&W): Up to $5.43 per hour, in accordance with the Service Contract Act (SCA).

All your information will be kept confidential according to EEO guidelines.

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Compensation Disclaimer: Pay range is based on several factors and may vary in addition to a full range of medical, financial, and/or other benefits. Final salary and offer will be determined by the applicant’s background, experience, skills, internal equity, and alignment with geographical market data.

Benefits Language (FTE roles): Full-time positions are eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance. International SOS Government Medical Services complies with all federal, state, and local minimum wage laws.