Overview
Remote
Depends on Experience
Contract - W2
Job Details
Call Center Accuracy Analyst | 2 Years of Experience | Remote | PA, IL, NM, TX, MT, or OK | Contract
Walker Healthforce is seeking a Call Center Accuracy Analyst with 2 years of experience to support a healthcare payor client remotely based out of PA, IL, NM, TX, MT, or OK. This is a 1 year contract opportunity.
MUST RESIDE IN THE FOLLOWING STATES: PA, IL, NM, TX, MT, or OK
START DATE: ASAP
HOURS/SCHEDULE: M-F; 8AM - 5 PM
WORKER TYPE: W2
CORE REQUIREMENTS: ADDITIONAL REQUIREMENTS:
WE CONSIDER IT A BONUS IF YOU ALSO HAVE:
JOB RESPONSIBILITIES:
WHAT WE OFFER:
WHY WORK WITH WALKER?
Contact our Recruiting Team today to experience the Walker Healthforce difference!
ABOUT US:
Walker Healthforce is known as the dominant force of performance, precision, expertise, and integrity in the healthcare consulting community! As a certified WMBE, we provide end-to-end healthcare IT and clinical solutions to hospitals, health systems, and payer organizations, including Fortune 100 firms nationwide. We are healthcare experts, we’re custom not commodity and we’ve been exceeding expectations for nearly 20 years. Join forces with us to experience unparalleled results today!
We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.
#IND2
Walker Healthforce is seeking a Call Center Accuracy Analyst with 2 years of experience to support a healthcare payor client remotely based out of PA, IL, NM, TX, MT, or OK. This is a 1 year contract opportunity.
MUST RESIDE IN THE FOLLOWING STATES: PA, IL, NM, TX, MT, or OK
START DATE: ASAP
HOURS/SCHEDULE: M-F; 8AM - 5 PM
WORKER TYPE: W2
CORE REQUIREMENTS:
- Bachelor’s Degree and 2 years of experience in health insurance operations, with strong knowledge of medical benefits, claims processing, and member communications.
- Experience with AI/ML systems, transcription tools, or customer service analytics platforms.
- Experience in call quality monitoring or auditing strongly preferred.
- Strong analytical and critical thinking skills with a high attention to detail.
- Comfort interpreting and validating AI-generated content (transcripts, summaries, and sentiment/behavioral scoring).
- Familiarity with HIPAA and related compliance standards.
- Ability to quickly identify issues and provide feedback/solutions to management.
- Strong focus on identifying improvement trends and recommending actionable solutions.
- Data background is a plus, with SQL query skills preferred for future trend analysis (not required at start).
- Knowledge of CMS / Medicare background also helpful
WE CONSIDER IT A BONUS IF YOU ALSO HAVE:
- Background in health plan regulatory compliance, training, or quality improvement.
- Certification in healthcare claims or auditing (e.g., CPC, CPMA) is a plus.
JOB RESPONSIBILITIES:
- Review AI-generated call transcripts and summaries to evaluate the accuracy of information provided to members/providers regarding benefits, claims, eligibility, and coverage.
- Identify misinformation, miscommunication, or policy violations delivered by customer service representatives during calls.
- Identify trends and root causes of call errors or customer dissatisfaction.
- Document errors or discrepancies clearly and provide detailed reports and/or dashboards for internal stake holders.
- Evaluate the effectiveness and efficiency of operational processes, procedures and tools and provide improvement recommendations.
- Collaborate with the AI platform team to improve model accuracy through insights and real-world validation.
- Identify limitations or inaccuracies in AI assessments and suggest improvements.
- Evaluate the effectiveness and efficiency of handling customer inquiries and provide improvement recommendations, aiming for first call resolution to minimize repeat contacts and or follow up calls.
- Ensure reviewed transcripts are tracked, categorized, and resolved according to internal call center protocols.
- Participate in ongoing efforts to enhance member experience and call center accuracy, including trend analysis and root cause identification.
- Support training and coaching programs with real examples and data gathered from call reviews.
- Collaborate with customer service and training team to develop or revise scripts, FAQs, and training materials.
- Maintain thorough documentation of recommended process or model improvements.
WHAT WE OFFER:
- Competitive compensation package
- Weekly pay via Direct Deposit
- Medical, Dental & Vision available
- 401k options
WHY WORK WITH WALKER?
- Access to our top ranked team of recruiting and placement specialists
- Continuous, one-on-one support from a dedicated engagement manager
- Professional resume development and interview preparation
Contact our Recruiting Team today to experience the Walker Healthforce difference!
ABOUT US:
Walker Healthforce is known as the dominant force of performance, precision, expertise, and integrity in the healthcare consulting community! As a certified WMBE, we provide end-to-end healthcare IT and clinical solutions to hospitals, health systems, and payer organizations, including Fortune 100 firms nationwide. We are healthcare experts, we’re custom not commodity and we’ve been exceeding expectations for nearly 20 years. Join forces with us to experience unparalleled results today!
We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.
#IND2
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.