We are seeking a detail-oriented and analytical Quality Assurance (QA) Analyst to join our Admissions Department, supporting our call center operations for a leading substance abuse and mental health treatment organization. This role is critical in ensuring that every client interaction meets the highest standards of professionalism, compliance, and compassion. The QA Analyst will monitor calls, evaluate admissions processes, identify improvement opportunities, and collaborate with leadership to elevate the client experience from first contact through admission.
Key Responsibilities
Quality Monitoring & Evaluation
Listen to and score inbound/outbound calls for admissions, verifications of benefits, and follow-ups using a standardized QA rubric.
Audit documentation in CRM/EHR systems for accuracy, completeness, and compliance with HIPAA and internal policies.
Provide regular feedback to Admissions Specialists and Supervisors to reinforce best practices and identify training needs.
Track and report call quality trends, compliance rates, and performance improvement opportunities.
Process Improvement
Partner with Admissions leadership to refine call scripts, workflows, and intake processes.
Recommend and help implement process changes that improve conversion rates, reduce errors, and enhance client satisfaction.
Participate in calibration sessions to ensure consistency across evaluators.
Compliance & Risk Mitigation
Ensure adherence to all regulatory requirements (HIPAA, Joint Commission, state licensing).
Identify potential risks or compliance issues and escalate them promptly to management.
Maintain confidential records of evaluations, findings, and improvement actions.
Reporting & Analytics
Prepare weekly and monthly QA dashboards highlighting call quality scores, trends, and recommendations.
Analyze patterns in missed opportunities or call outcomes to inform recruitment, training, and staffing decisions.
Qualifications
Education: Associate’s or Bachelor’s degree preferred; relevant work experience will be considered.
Experience:
2+ years of experience in a call center QA, admissions, or utilization management role within healthcare, behavioral health, or insurance.
Familiarity with substance use disorder (SUD) and mental health treatment programs (detox, residential, PHP, IOP) strongly preferred.
Technical Skills:
Proficiency with call recording/QA software and CRM/EHR systems.
Strong Excel/Google Sheets skills for reporting and analysis.
Soft Skills:
Exceptional listening skills and attention to detail.
Strong verbal and written communication abilities.
Ability to give clear, constructive feedback diplomatically.
Commitment to confidentiality and compliance.
Key Competencies
Analytical Thinking: Ability to spot trends and patterns across multiple data sources.
Quality-Driven: Passion for maintaining and improving service standards.
Empathy & Professionalism: Understands the sensitivity of mental health and addiction admissions.
Collaboration: Works effectively with admissions teams and leadership to implement change.
Why Join Us?
Be part of a mission-driven team focused on helping individuals access life-saving care.
Play a key role in improving client experience and treatment outcomes.
Collaborative culture with opportunities for growth and professional development.
At ProHealth Recruitment, our mission is to connect exceptional talent with leading organizations in the behavioral health industry. We specialize in providing comprehensive recruitment solutions that address the unique needs of both candidates and clients, ensuring that every individual has access to the highest quality behavioral health services.
Driven by our passion for improving mental health and well-being, we are committed to making a positive impact on individuals and communities. With our specialized expertise and extensive network, we strive to match professionals who possess the skills, compassion, and dedication necessary to make a meaningful difference.
Integrity, transparency, and a deep understanding of the behavioral health landscape form the foundation of ProHealth Recruitment. We uphold the highest standards of professionalism and ethics throughout our recruitment process, always prioritizing the well-being of candidates, clients, and the individuals they serve.
We serve as a trusted partner for organizations that share our vision of transforming lives through improved mental health. Clients partnering with ProHealth Recruitment can expect access to a diverse pool of highly qualified professionals who align with their organizational values and goals.
For candidates, we offer personalized support and guidance as they navigate their careers in the behavioral health field. Recognizing the unique talents and aspirations of each individual, we are dedicated to helping them find rewarding opportunities that align with their professional and personal goals.
ProHealth Recruitment strives to be a catalyst for positive change in the behavioral health industry. Through our trusted partnerships and unwavering commitment, we aim to bring together exceptional talent and organizations that are dedicated to promoting mental health and well-being. Together, let us transform lives and build a healthier future
