IT Quality & Training Analyst

Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

The Quality and Training Analyst will be responsible for ensuring the highest level of quality in our customer support interactions and internal processes. Your expertise will contribute to improving customer satisfaction, agent performance, and operational efficiency of a multi disciplinary organization responsible for the management of a complex health care portfolio across a national presence. Role will have a heavy focus on improving customer and patient satisfaction through monitoring and providing feedback.

• Understand Roles & Workflows: Be knowledgeable in the roles of Technical Support Services (TSS) and Patient Technical (PT) analysts, and proficient in support team workflows to assess and ensure quality.
• Develop & Implement QA Programs: With guidance from senior team members, participate in design and implementation of quality assurance programs, policies, and procedures for case and call management, collaborating with cross-functional teams for process optimization and standardization.
• Case Analysis: Conduct case analysis to identify recurring or unresolved issues, ensuring timely resolution through documentation updates for efficient first-contact closure.
• Procedure Updates & Documentation: Engage in procedure updates, maintain knowledge base documentation, and recommend systemic changes to improve the IT environment and user experience. Maintain adherence to company policies, industry regulations, and legal requirements in all customer interactions and documentation.
• Audit & Feedback: Conduct regular audits of customer interactions (phone calls, emails, chats) to ensure adherence to quality standards. Provide detailed feedback and coaching to support representatives, identify improvement areas, and provide tailored training. Track trends and monitor individual and team progress.
• Collaboration & Reporting: Participate in calibration sessions with TSS managers to align on team and individual performance metrics.
• Design & Update Training Programs: Collaborate with the Learning and Enablement team to create and continuously participate in training programs, materials, and resources for support agents, ensuring alignment with the latest product knowledge, customer service best practices, and evolving business needs.
• Stay Current with Industry Standards: Keep up-to-date with industry standards and best practices in technology support and quality management.
• Other duties as assigned.

• Bachelor’s degree preferred
• 1+ years of work experience in Healthcare
• 1+ years working within technology operations, ideally with cross team functional mindset
• Six Sigma Yellow Belt or ITIL preferred
• Demonstrated flexibility, independence, and self-motivation, with the ability to adapt to new processes and manage high volumes while maintaining quality support
• A proven track record in delivering change into an operational environment
• Strong creative development skills with ability to quickly comprehend technical information and translate ideas/concepts
• Superior research and analytical skills
• Strong organizational and prioritization skills with attention to detail and accuracy
• Ability to identify problems and to use sound judgment
• Ability to think critically and creatively

The hourly range for this role is $22.00-28.00/hr and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 10%. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.

All your information will be kept confidential according to EEO guidelines.

Preferred experience with profession-based telephonic or remote communication ● Must comply with all HIPAA rules and regulations 

Technical Requirements (for remote workers only, not applicable for onsite/in office work):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. We understand that healthcare is local and we are better when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.