Role Description The PAS (CQA) Call Quality Assurance Auditor position is a civilian role supporting the military community, located in Tacoma, Washington, and offers remote work options. - Complete audits on assigned agents monthly to attain 5% minimum requirement, including inbound and outbound calls. - Complete assigned audits on new Help Queue associates for a minimum of 3 months. - Complete new hire audits as assigned. - Review all failed calls one-on-one with associates. - Enter segments for failed call audits and coaching opportunities. - Enter errors found in call quality audits. - Participate in regular calibration sessions with leadership. - Ensure contractual and procedural compliance in each audit. - Thorough documentation of deficiencies, areas of opportunity, and positive feedback. - Provide feedback to leadership regarding trends, potential process deficiencies, and provide potential solutions. - Become a subject matter expert for each department. - Host virtual chair-sides. - Assist in the creation of new call quality related documents, including policies, procedures, job aids, and communications. - Provide floor support/management, including taking calls/HQ. - Other duties as assigned. Qualifications - High school diploma or General Educational Development (GED) equivalency. - Must be in current role for six months or greater. - Must not be on any disciplinary action. - Must be meeting current quality standards and maintain compliance with posted schedule on a consistent basis. - External candidates must have call center quality auditor experience of 1 year minimum. - Must be meeting attendance standards to maintain call quality auditor position. - Exceptional communication skills, including proper grammar and punctuation. - Ability to work independently with minimal supervision. - Ability to interpret policy and apply to auditing (critical thinking). - Excellent time management. Benefits - $19-22 per hour. - Health and Welfare Fringe Benefits: $5.09 per hour. - Paid Time Off - 10 8-hour days. - Paid Holidays - 11 days. - Paid Sick Time. - Company-funded match and safe harbor 401(k). - Medical, Dental, and vision plans available. - Life insurance and accidental death plans available. - Short-term and long-term disability plans available. - TRICARE Supplemental available. - Supplemental Benefit plans available. - Employee Assistance Program. - Pet Insurance Plans available. - Will Preparation Services available. Company Description Federal Staffing Resources (FSR) is an Equal Opportunity Employer. We make employment decisions based on qualifications, merit, and business needs, and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under federal, state, or local law. FSR is committed to providing reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs. We proudly encourage Veterans and individuals from all backgrounds to apply.

Role Description As a Quality Auditor, you are responsible for all contact center quality assurance, associated with inbound/outbound calls, for all agents in Patient Access Management. You will score multiple calls on quality and audit all agents in Access Management. You will report findings to leadership for training, feedback and resolutions on performance. The position requires the ability to maintain friendly and appropriate communication in any situation. Knowledge and understanding of ATI standard operating procedures, multiple software programs/platforms and workflows per team are required. You are focused on delivering and contributing to the exceptional customer experience promise every day. The Quality Auditor must be motivated, professional, and energetic and be ready to work in a fast-paced, ever-changing environment. You must maintain a positive attitude, be a team player, and adhere to the ATI Physical Therapy core values and culture. You will need to provide exemplary customer service to both internal and external customers and meet and maintain monthly productivity standards of quality and quantity. This is a remote position for United States based employees. Work schedule Monday to Friday between the hours 7:00am and 7:00pm Central time. Responsibilities - Auditing interactions both inbound and outbound. - Analyzing agent behaviors and problem-solving skills. - Communicate findings to leadership at an agreed upon cadence. - Identify opportunities to improve the workflow through Quality Data. - Provide positive coaching upholding the highest level of customer service. Qualifications - High School Diploma, GED Requirements - 1-2 Year Call Center Experience - 1 Year Healthcare - Preferred: 4 years Call Center Experience - Preferred: 4 years Healthcare - Knowledge of EMR/Patient Intake Process - Quality Management Platforms - Sufficient Knowledge in Microsoft Office - Knowledge of Workforce Management Platforms Benefits - Salary Range: $20.00-$24.00 Company Description Virtual Employee: Yes

Role Description As the Lead Quality Auditor, you play a pivotal role in elevating the quality of contact center patient-support interactions, supporting the QA Manager in driving analytics, process improvement, and program governance. In addition to performing call evaluations, you will lead critical functions across the QA team, own key reporting and trend analysis, and serve as the liaison between QA, Operations, and Training. The Lead Quality Auditor will ensure consistency in scoring, amplify insights from data, and act as the manager’s right hand to drive continuous improvement in access management performance. This is a remote position for United States based employees. Work schedule hours Monday to Friday between the hours of 7:00am and 7:00pm Central time. Responsibilities - Act as a subject-matter-expert for QA methodology: refine and maintain the evaluation of scorecards/forms, ensure they reflect business objectives, regulatory/compliance requirements, and patient support requirements. - Support training and coaching of QA auditors: onboarding new auditors, training on scoring, ensuring auditing best practices, peer reviews of auditor work. - Monitor and report on QA team productivity (e.g., number of calls scored, timeliness of reports, auditor calibration percentages). Generate and distribute regular, actionable QA reports (weekly, monthly, quarterly) that include trends, root-cause analysis, score distributions, agent team performance, and improvement opportunities. - Support ongoing improvement efforts of the Access Management Contact Center: Participate in projects, update processes, and ensure new initiatives are implemented in the QA framework. Adhere to and promote compliance with all relevant regulatory, compliance and service standards (especially as it relates to patient support and healthcare environment). - Lead calibration sessions across the QA auditor team and with supervisors to ensure consistent scoring standards and reliability of data. Partner with Supervisors/Operations to communicate quality feedback, participate in huddles or team meetings as needed, and help align agent coaching initiatives with QA findings. - Serve as a catalyst for complex QA issues (e.g., inconsistent scoring, unusual calls, process breakdowns) and support manager with resolution. - Perform monitoring and scoring of customer support calls per defined schedule (in addition to audits) to maintain firsthand contact with agent interactions (as needed). Qualifications - Education Required: High School Diploma, GED, or suitable equivalent - Preferred: Bachelor’s degree in healthcare related field - Experience Required: 2+ years’ experience in a contact center environment, including quality assurance/auditing of customer interactions (calls/chats/emails) - Experience generating and interpreting data reports/trends (e.g., call quality scores, KPIs) and presenting findings to stakeholders - Proven ability to mentor, train, or coach others (auditors or agents) - Strong analytical skills: ability to dig into data, identify patterns, root causes, and recommend actionable improvements - Excellent verbal and written communication skills – able to communicate findings to both QA team and operations leadership - Demonstrated process-improvement mindset, working to refine scorecards, auditing processes, or QA frameworks - Proficiency in Microsoft Excel (e.g., pivot tables, charts), reporting tools, and comfort working with contact center data/metrics - Strong attention to detail, excellent consistency, integrity in auditing, and the ability to work independently - Familiarity with contact center technologies (CRM, call monitoring/recording, workforce management) and key KPIs (AHT, FCR, quality score) is preferred - Healthcare/patient support experience is a plus (given ATI Physical Therapy environment) - Preferred: Prior experience as a lead or senior auditor/analyst in a contact center - Experience with process improvement methodologies (Lean, Six Sigma, etc.) - Experience working with cross-functional stakeholders (Training, Operations, Compliance) - Strong attention to detail to identify compliance gaps, errors and ensure audit accuracy - Excellent internal and external communications skills for clear reporting and collaboration with internal and external stakeholders - Strong leadership ability to guide team and drive accountability. - Ability to train teams on workflows to promote consistency in applying quality standards. - Data analysis and reporting skills to run reports, interpret data and support evidence–based decisions. - Time management and organization to balance multiple audits and priorities effectively - Multitasking ability – manages competing priorities in a fast-paced environment - Professional presence - build credibility with peers, managers and executives - Strong presentation skills to deliver findings and recommendations with impact - Technical proficiency in Microsoft Office, Excel, PowerPoint, Outlook, Teams, and One Drive. Salary Range $21.78-$26.23 per hour

Role Description The Program Integrity Auditor is responsible for the review of records for medical, behavioral, transportation, and other healthcare providers. The Auditor must have the ability to determine correct coding and appropriate documentation during the review of medical records. Activities include reviews/audits of provider records to ensure appropriate coding standards and documentation standards are being met. The Auditor will also be recommending follow-up action including (but not limited to) provider education, recoupment of funds or rebilling of claims, and referral to state regulators for any suspected fraud, waste, or abuse (FWA). The Auditor must also ensure that state and federal requirements are met and recognize any concerning billing patterns or trends. Primary Responsibilities - Serve as an audit team member for a health plan(s) which currently administers benefits to Medicaid members across multiple lines of business including acute, behavioral health, individuals with developmental disabilities, and children in out-of-home care. - Audit records on a routine basis, as well as records for audits (requested on an ad hoc basis) for all lines of business, in order to ensure coding and documentation meet regulatory standards. - Coordinate audit documentation and reports for review for internal and external staff and stakeholders. - Identify aberrant billing patterns and potential FWA, reporting this to internal staff. - Assist with the development and implementation plan for prospective and retrospective FWA avoidance, detection, and referral. - Assist with the creation and submission of regulator deliverables through completion of timely audit activities. - Provide technical assistance and education to providers including training on regulatory requirements, as well as coding and documentation rules. - Maintain compliance with company policies and procedures. - Perform other duties as assigned. Qualifications - 3-5 years of experience in reviewing and interpreting claims data, as well as medical records and appropriate documentation. - 3-5 years of experience with standard industry coding guidelines such as CPT, HCPCs, and ICD-10. - Willingness to work Monday-Friday from 8am-5pm Arizona Time Zone. - Must possess an active CPC (Certified Professional Coder), CCS (Certified Coding Specialist), or CPMA (Certified Professional Medical Auditor) license. Preferred Qualifications - Previous auditing experience. - Previous Medicaid and/or health plan experience, including AHCCCS (Arizona Health Care Cost Containment System). - Previous experience with QuickBase. - Strong analytical and critical thinking skills. - Strong attention to detail. - Ability to collaborate and work with a team, as well as work independently as needed. - Excellent presentational skills. - Strong communication skills, both written and verbal. - Ability to be adaptable in a flexible environment. Education - Associate’s degree or equivalent experience (2+ years of relevant experience + high school diploma or GED). Anticipated Weekly Hours - 40 Time Type - Full time Pay Range The typical pay range for this role is: $46,988.00 - $122,400.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Benefits - Comprehensive and competitive mix of pay and benefits. - Medical, dental, and vision coverage. - Paid time off. - Retirement savings options. - Wellness programs and other resources, based on eligibility.