Call Handling Specialist (100% REMOTE)

A premier healthcare and pharmaceutical services organization is seeking a detail-oriented, analytical Call Handling Specialist to join their Quality Assurance & Performance Monitoring team. In this remote role, you will be responsible for evaluating customer contact quality across voice and non-voice transactions, analyzing performance trends, ensuring compliance with industry regulations and HIPAA standards, and partner with leadership to drive continuous service improvements.
If you bring a strong background in call quality auditing, patient support programs, and data trend reporting, this opportunity provides a supportive, high-impact platform to showcase your expertise.
LOCATION: 100% Work from Home (Remote)
CONTRACT DURATION: November 2, 2026 – February 26, 2027
COMPENSATION: $20.00 / hour
WORK SCHEDULE: Full-Time (40 hrs/week). Must have flexibility to work any assigned 8-hour shift Monday – Friday, 7:00 AM – 8:00 PM CST.
TRAINING SCHEDULE: Mandatory Attendance | Monday – Friday, 8:00 AM – 5:00 PM CST.
KEY RESPONSIBILITIES
Quality Auditing & Performance Evaluation: Monitor and score inbound/outbound calls and case files based on standard criteria to ensure high service quality, regulatory compliance, and adherence to company policies.
Trend Analysis & Reporting: Collect, analyze, and deliver weekly and monthly quality trend reports to leadership, identifying root causes and recommending corrective actions.
Calibration & Coaching: Participate in and host internal/external calibration sessions, provide constructive feedback to support employee development, and identify training needs.
Compliance & HIPAA Standards: Ensure all evaluations uphold strict healthcare compliance, company quality standards, Adverse Event (AE) reporting, and HIPAA regulations.
Process Enhancement: Lead quality initiative projects, conduct gap assessments, and collaborate across functional teams to optimize work processes and enhance the patient/customer experience.
REQUIREMENTS & QUALIFICATIONS
Experience & Education:
Education: High School Diploma or GED required; Associate or Bachelor’s degree in a relevant field preferred.
Quality Experience: 3+ years of experience in call quality auditing strongly preferred.
Industry Background: 3+ years of experience within a Patient Support Program (HUB environment) or healthcare call center is highly preferred.
Specialized Knowledge: Prior experience with Adverse Event (AE) reporting, reconciliation, and data collection/trend reporting is essential.
Technical Skills: Advanced proficiency in MS Office (Excel, Outlook, Word, PowerPoint) with strong multi-system navigation skills.
Language Skills: Bilingual in Spanish is a strong asset.
Core Capabilities:
Exceptional attention to detail, problem-solving, and analytical skills.
Strong written and verbal communication skills with the ability to influence and collaborate across teams.
Ability to work independently within established procedures while managing multiple priorities in a fast-paced environment.
REMOTE WORKSPACE & INTERNET REQUIREMENTS
Equipment (computer and peripherals) will be provided. You are required to provide a dedicated, quiet, private, and distraction-free remote workspace with a hardwired internet setup meeting the following specifications:
Connection Type: High-speed broadband (DSL, Cable, or Fiber) physically hardwired directly to the router. (Wi-Fi, Satellite, Dial-up, and Cellular connections are strictly prohibited).
Minimum Speeds: 15 Mbps Download / 5 Mbps Upload.
Ping Rate: Maximum 30 ms.
Setup: Surge protector featuring Network Line Protection for company-issued equipment.

Work arrangement
No