Quality Assurance Specialist

Remote

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Health Insurance, Health TechnologyIndustries

Requirements

Candidates should have hands-on experience in customer service and quality assurance, preferably in a contact center or customer-facing environment. Demonstrated ability to assess support interactions against quality standards and provide actionable, constructive feedback is required. Strong written and verbal communication skills, solid organizational skills, working knowledge of customer service metrics, problem-solving abilities, experience with QA tools and ticketing systems like Zendesk, and the capacity to synthesize data into clear reports and hold others accountable to quality standards are also necessary.

Responsibilities

The Quality Assurance Specialist will review phone, email, and messaging tickets against established guidelines, ensuring fairness, accuracy, and consistency. They will deliver constructive feedback to associates to drive continuous improvement, identify recurring issues and training gaps, and collaborate with leadership on coaching and process updates. The role involves participating in calibration sessions, analyzing quality and customer experience trends to provide insights, creating reports on support quality, and advocating for both the member experience and the Concierge team to uphold service standards.

Skills

Quality Assurance

Customer Service

Communication

Empathy

Professionalism

Feedback

Training

Coaching

Process Improvement

Healthcare

Garner Health

Healthcare data platform improving patient outcomes

About Garner Health

Garner Health focuses on improving patient outcomes and reducing healthcare costs by utilizing a vast database of medical records. With over 60 billion records from 320 million patients, Garner identifies healthcare providers who are known for accurate diagnoses and better patient care. Individuals and families can use Garner's app and Concierge team to find in-network healthcare providers that are available and conveniently located. Additionally, Garner offers a reimbursement service that covers out-of-pocket medical expenses for visits to these top providers. For corporate clients, Garner provides a solution that enhances employee benefits and lowers costs without altering existing plans or networks. This approach allows companies to achieve savings and improve value-based care through data-driven insights. Garner's goal is to leverage its extensive claims database to deliver valuable services that enhance healthcare experiences for both individual and corporate clients.

New York City, New YorkHeadquarters

2019Year Founded

$59.6MTotal Funding

SERIES_BCompany Stage

Data & Analytics, HealthcareIndustries

201-500Employees

Benefits

Company Equity

401(k) Company Match

Risks

Increased competition from similar healthcare data analytics companies threatens Garner's market share.

Stricter data privacy regulations may limit Garner's access to necessary datasets.

Direct-to-consumer healthcare apps could divert individual clients from Garner's employer-based solutions.

Differentiation

Garner Health leverages the largest claims database in the U.S. for accurate provider recommendations.

The company offers a unique reimbursement service for out-of-pocket medical costs.

Garner's non-disruptive corporate solutions enrich benefits without changing plans or networks.

Upsides

Increased telehealth adoption enhances Garner's platform for remote, high-quality care access.

The rise of personalized medicine aligns with Garner's data-driven provider identification approach.

Growing consumer-driven healthcare supports Garner's model of empowering individuals with data.

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