Quality Auditor - Referral Management Team presso IKS Health

About IKS

Founded in 2006, IKS Health enables providers to provide better, safe, and more efficient care at scale. With over 12,000 employees, including over 1,500 physicians, and technologists, IKS Health provides solutions for over 150,000 providers across some of the largest and most prestigious healthcare provider groups in the country. Through our Provider Enablement Platform, IKS Health provides a strategic blend of technology and expertise with the aim of restoring joy and viability to the practice of medicine by giving providers the tools and resources they need to focus on what matters most – the patient. We offer clinical, financial and administrative healthcare solutions for improved operational efficiency, better patient outcomes, optimized productivity, and revenue.

Position Summary 

The Quality Auditor (QA) is responsible for monitoring, evaluating, and providing feedback on the accuracy, compliance, and service quality of the Referral Coordinators within the Contact Center. This role ensures that all referral processing and member interactions align with organizational standards, payer requirements, HIPAA guidelines, and customer experience expectations. The QA partners with Operations, Training, and Compliance teams to drive performance excellence and continuous process improvement. 

Key Responsibilities 

Quality Monitoring & Evaluation

Conduct regular call and transaction audits of Referral Coordinators to assess accuracy, professionalism, and adherence to workflows and compliance protocols.

Review documentation in CRM/EHR systems for completeness, timeliness, and correctness.

Score interactions based on predefined quality metrics and provide structured feedback to improve individual and team performance.

Identify trends and recurring errors, recommending corrective actions and training focus areas. 

Reporting & Analytics

Prepare daily, weekly, and monthly QA reports highlighting audit results, trends, and improvement opportunities.

Track and analyze quality scores, error categories, and root causes to support leadership decisions.

Maintain audit records and ensure data accuracy for compliance and reporting purposes. 

Collaboration & Coaching

Partner with Supervisors, Trainers, to calibrate quality standards and ensure scoring consistency.

Participate in calibration sessions to align evaluation criteria across QA teams.

Provide targeted coaching feedback or support in refresher sessions based on audit findings. 

Compliance & Process Improvement

Ensure all monitored interactions comply with HIPAA, CMS, and internal policies.

Recommend process or script enhancements to improve referral accuracy, turnaround time, and patient/member experience.

Support internal or external audits as needed by Compliance or Client teams.

Job Type: Full-time, On-site (Shift Hours: 10 a.m. - 7p.m. CST)

Job Pay: $23/Hour 

Supplemental Pay type:

•     Variable incentive program

Compensation and Benefits: The base hourly range for this position is $22 to $23.  Pay is based on several factors, including but not limited to current market conditions, location, education, work experience, certifications, etc.   IKS Health offers a competitive benefits package, including healthcare, 401 (k), and paid time off (all benefits are subject to eligibility requirements for full-time employees).   IKS Health is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.