Training and Quality Specialist

About DME:

We are DME, a healthcare BPO leader delivering customized, HIPAA-compliant workforce solutions that enhance productivity and customer experiences. Driven by our core values, we help companies across industries understand customer needs and develop innovative solutions. Our mission is to enhance our clients' brand value through positive customer experiences while achieving strategic business goals.

At DME Service Solutions, diversity, equity, and inclusion are more than words—they define who we are. Our commitment to these values is unwavering, and our agents are dedicated to serving communities from all backgrounds. Innovation and integrity are at the heart of our business philosophy. Our employees enjoy a world-class experience and benefits, which they extend to their service for our clients and their customers. We are dedicated to supporting the healthcare industry, partnering with biotech companies, healthcare systems, medical device manufacturers, and medical supply distributors. If you believe in business as a force for good and in companies doing well while doing good, you've come to the right place.

Job Brief:

The Training & Quality Specialist is responsible for equipping Virtual Visit Facilitators (Customer Service Representatives) with the knowledge, skills, and tools required to deliver exceptional patient experiences in a healthcare BPO environment. This role combines end-to-end training program management with rigorous quality monitoring to ensure operational excellence, patient satisfaction, and compliance with revenue cycle management (RCM) standards.

Role Purpose:

To design, deliver, and sustain effective training programs, monitor service quality, and implement targeted performance improvement initiatives that drive high-quality virtual visit facilitation, patient satisfaction, and revenue recovery.

Key Responsibilities:

1. Training & Development

• Conduct training needs analyses to identify knowledge and skill gaps within the Virtual Visit Facilitation team.
• Design and deliver engaging onboarding programs for new hires, covering:
• EPIC Book-It & RTE (scheduling and insurance verification)
• Care Connect (patient engagement and communication)
• MyChart / Amwell (virtual visit facilitation)
• HelloWorld (real-time co-pay and prepayment collection)
• OneSource & payer websites (insurance verification)
• Create and maintain up-to-date SOPs, training materials, and job aids.
• Facilitate refresher sessions and upskilling programs to align with process changes or client requirements.
• Conduct system simulations and role-play activities to reinforce learning.
• Track training completion, pass rates, and retention scores.

2. Quality Assurance & Monitoring

• Monitor live and recorded calls/chats using Calabrio to ensure process adherence, service quality, and compliance with HIPAA regulations.
• Evaluate accuracy in:
• Insurance verification
• Co-pay/prepayment collection
• Documentation and EPIC updates
• Return visit scheduling
• Develop and maintain QA scoring rubrics to ensure consistent evaluation.
• Facilitate calibration sessions with other QA staff and Team Leads for scoring alignment.
• Document QA findings and provide actionable recommendations.

3. Performance Coaching

• Analyze QA results and KPI trends via Power BI to identify improvement opportunities.
• Conduct one-on-one or group coaching sessions focused on performance gaps.
• Partner with Team Leads to create targeted action plans for low performers.
• Monitor post-coaching results and measure improvement rates.

4. Compliance & Best Practices

• Ensure all training and QA activities comply with HIPAA, patient privacy, and data security requirements.
• Promote best practices in patient communication, payment security, and system navigation.
• Collaborate with operations leadership to implement process enhancements.

Qualifications:

• Minimum ___ years of experience in healthcare BPO training, quality assurance, or process improvement.
• Strong understanding of revenue cycle management and virtual healthcare workflows.
• Proficiency in
  EPIC
  ,
  Care Connect
  ,
  HelloWorld
  , and insurance verification processes.
• Experience in quality monitoring tools (Calabrio) and analytics platforms (Power BI).
• Excellent facilitation, feedback, and coaching skills.
• Strong written and verbal communication skills with the ability to train in both virtual and in-person formats.