Call Quality Auditor

International SOS

. Review inbound and outbound patient scheduling and referral management calls .

Posted 11/6/2026full-timeRemote • Texas • United StatesJunior💰 $25 - $26 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in patient scheduling and referral management, with a strong focus on compliance with HIPAA standards and organizational policies. Proven ability to provide performance feedback, lead coaching sessions, and recommend process improvements while maintaining high-quality service standards.

Highest-signal resume keywords

Healthcare Administrative ExperienceCall Center ExperienceLeadership ExperienceMicrosoft 365 ProficiencyCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Patient SchedulingReferral ManagementPerformance MonitoringQuality ImprovementDocumentation Skills

Soft Skills

Attention To DetailCritical ThinkingProblem-SolvingOrganizational SkillsCommunication Skills

Tools & Technologies

Microsoft TeamsMicrosoft ExcelMicrosoft OutlookCXoneMHS GENESIS

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

HIPAA ComplianceCall Center SoftwareService QualityTraining Materials DevelopmentScheduling Procedures

About the role

Key responsibilities & impact

Review inbound and outbound patient scheduling and referral management calls
Monitor at least 5% of each assigned agent's calls monthly for service quality, accuracy, and compliance
Provide performance feedback and lead virtual coaching sessions
Participate in training and quality improvement activities
Monitor adherence to scheduling procedures, organizational policies, contractual requirements, and HIPAA standards
Document performance trends, service deficiencies, and positive outcomes
Recommend process improvements to leadership
Participate in calibration sessions
Assist in developing training materials and job aids
Collaborate across departments to maintain consistent quality standards
Help manage call support queues
Troubleshoot system issues
Document scheduling infractions and other quality concerns

Requirements

What you’ll need

High school diploma or GED
Minimum of 1 year of healthcare administrative experience
Proficiency in Microsoft 365, including Teams, Excel, and Outlook
Strong computer skills and 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
Ability to manage competing priorities in a fast-paced environment
Monday–Friday availability for eight-hour shifts within designated operating hours
Overtime may be required
Preferred: Minimum of 2 years of call center experience
Preferred: Minimum of 2 years of leadership experience
Preferred: Experience with CXone, MHS GENESIS, or other call center software

Benefits

Comp & perks

Health & Welfare allowance up to $5.43 per hour, in accordance with the Service Contract Act
Medical insurance
Dental insurance
Vision insurance
Basic life insurance
401k plan
Paid time off
Annual bonus
Full-time comprehensive and competitive benefits package