Intake Quality Assurance Specialist

About the role

The Intake Quality Assurance Specialist will drive quality measurement, scoring, and performance improvement for Cohere Health’s Intake Operations. You will translate audit findings into actionable insights, coach teams, and ensure SOPs and training materials are accurate and up‑to‑date.

Key responsibilities

• Translate QA findings into clear recommendations for operational leaders and cross‑functional partners.
• Develop and deliver structured coaching sessions based on audit results to improve accuracy and decision‑making.
• Create and maintain SOPs, job aids, workflow guides, and new product readiness materials.
• Facilitate onboarding and ongoing upskilling using adult‑learning principles.
• Lead the QA/Training side of project implementations, operationalizing workflow changes and quality expectations.
• Partner with Product, Clinical, Client Services, and Operations to validate workflow changes and identify compliance risks.
• Support change management by communicating process updates and aligning QA expectations across teams.
• Act as a subject‑matter expert for frontline leaders on quality trends and training needs.

Required profile

• 5–7 years of experience in US healthcare payer processes, medical billing, claims, or prior authorization.
• 3+ years in a quality‑assurance role within healthcare BPO/KPO or contact‑center environments.
• Knowledge of HIPAA regulations and patient privacy practices.
• Bachelor’s degree or equivalent experience preferred.
• Strong attention to detail, communication skills, and ability to manage multiple priorities independently.

Required skills

• Proficiency with Google Workspace (Sheets, Docs, Forms) and ability to build pivot tables and dashboards.
• Data collection, management, and analysis expertise.
• Experience with quality‑management systems and conducting structured QA audits.
• Comfort working in a Mac‑based environment.