What are the responsibilities and job description for the Quality Auditor, Referral Management Team position at IKS Health?
Company Overview
Founded in 2006, IKS Health enables providers to provide better, safe, and more efficient care at scale. With over 12,000 employees, including over 1,500 physicians, and technologists, IKS Health provides solutions for over 150,000 providers across some of the largest and most prestigious healthcare provider groups in the country. Through our Provider Enablement Platform, IKS Health provides a strategic blend of technology and expertise with the aim of restoring joy and viability to the practice of medicine by giving providers the tools and resources they need to focus on what matters most – the patient. We offer clinical, financial and administrative healthcare solutions for improved operational efficiency, better patient outcomes, optimized productivity, and revenue.
- We are an on-site Patient Contact Center environment.
- Individual performance measurement while working within a team atmosphere
- Variable incentive bonus and recognition programs
- Opportunities for career growth
Work Schedule: Onsite, Monday-Friday, 10:00 a.m. CST-7:00 p.m. CST
Position Summary
The Quality Auditor (QA) is responsible for monitoring, evaluating, and providing feedback on the accuracy, compliance, and service quality of the Referral Coordinators within the Contact Center. This role ensures that all referral processing and member interactions align with organizational standards, payer requirements, HIPAA guidelines, and customer experience expectations. The QA partners with Operations, Training, and Compliance teams to drive performance excellence and continuous process improvement.
Key Responsibilities
Quality Monitoring & Evaluation
- Conduct regular call and transaction audits of Referral Coordinators to assess accuracy, professionalism, and adherence to workflows and compliance protocols.
- Review documentation in CRM/EHR systems for completeness, timeliness, and correctness.
- Score interactions based on predefined quality metrics and provide structured feedback to improve individual and team performance.
- Identify trends and recurring errors, recommending corrective actions and training focus areas.
Reporting & Analytics
- Prepare daily, weekly, and monthly QA reports highlighting audit results, trends, and improvement opportunities.
- Track and analyze quality scores, error categories, and root causes to support leadership decisions.
- Maintain audit records and ensure data accuracy for compliance and reporting purposes.
Collaboration & Coaching
- Partner with Supervisors,Trainers, to calibrate quality standards and ensure scoring consistency.
- Participate in calibration sessions to align evaluation criteria across QA teams.
- Provide targeted coaching feedback or support in refresher sessions based on audit findings.
Compliance & Process Improvement
- Ensure all monitored interactions comply with HIPAA, CMS, and internal policies.
- Recommend process or script enhancements to improve referral accuracy, turnaround time, and patient/member experience.
- Support internal or external audits as needed by Compliance or Client teams.
Job Types: Full-time, Permanent
Pay: $22.00 - $23.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Work Location: In person
Salary : $22 - $23
