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Contact Center QA Specialist

CHI Health Clinic Omaha, Nebraska
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The posted compensation range of $20.62 - $28.35 /hour is a reasonable estimate that extends from the lowest to the highest pay CommonSpirit in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. CommonSpirit may ultimately pay more or less than the posted range as permitted by law.

Requisition ID 2025-418503 Employment Type Full Time Department Quality Assurance Competency Center Hours/Pay Period 80 Shift Day Weekly Schedule Mon - Sun Remote No Category Quality / Performance Improvement

Responsibilities

Job Summary / Purpose

Under the direction of department leadership, the QA Specialist is responsible for 

  • delivering effective training and support to all end users within the clinical care locations
  • ensures that training is customer focused and needs based
  • delegated responsibility for problem solving and assessing processes and issues
  • quality audits (for completeness and accuracy) of contact center tasks in the electronic health record and providing feedback to the leadership tea
  • providing feedback and guidance to contact center staff on areas of improvement. 
  • determining best practices to support the continuing knowledge growth of CHI.

Essential Key Job Responsibilities

  • Participates in building, testing and maintaining processes in the training environment.
  • Collaborates in the development and maintenance of training materials, including but not limited to scripts, scenarios and training schedules.
  • Delivers end user training and support, using existing training materials and procedures.
  • Performs onsite operations discovery for clinics onboarding to the contact center. 
  • Participates in workflow design and system build in order to gain an in-depth knowledge of the system, including functionality and workflows.
  • Troubleshoots and resolves issues and questions, referring more complex issues to Senior QA Specialist or to Supervisor.
  • Incorporates new system functionality in training/education plans. Identifies ways to improve education/training plans.

Qualifications

Minimum Qualifications

Required Education and Experience

2 years of experience in the healthcare environment working with Epic required.


HS Diploma or equivalent

Preferred Education and Experience

4 year degree or equivalent work

experience preferred.

Required Licensure and Certifications

none

Required Minimum Knowledge, Skills, Abilities, and Training

Demonstrated computer literacy and competency, including the use of word processing, databases, and email. Ability to support go-lives of system components as necessary. Demonstrated ability to deliver effective classroom training. Excellent communication and team

building skills. Experience using a clinical management system.

Overview

CHI Health strives to care for you the way you care for your patients. 

We understand you have personal responsibilities outside of your profession and also care about your well-being. 

With you in mind, we offer the following benefits to support your work/life balance:

  • Health/Dental/Vision Insurance 
  • Direct Primary Plan (No copay, no deductible, and access to CHI Health provider 24/7)
  • Premium Access to our Family Care Program supporting your needs for childcare, pet care, and/or adult dependent care
  • Voluntary Protection: Group Accident, Critical Illness, and Identity Theft 
  • Employee Assistance Program (EAP) for you and your family
  • Paid Time Off (PTO) 
  • Tuition Assistance for career growth and development
  • Matching 401(k) and 457(b) Retirement Programs
  • Adoption Assistance
  • Wellness Programs
  • Flexible spending accounts

From primary to specialty care, as well as walk-in and virtual services, CHI Health Clinic delivers more options and better access so you can spend time on what matters: being healthy. We offer more than 20 specialties and 100 convenient locations; with some clinics offering extended hours.

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Equal Opportunity

CommonSpirit Health™ is an Equal Opportunity/Affirmative Action employer committed to a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, parental status, ancestry, veteran status, genetic information, or any other characteristic protected by law. For more information about your EEO rights as an applicant, please click here.

CommonSpirit Health™ will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c). External hires must pass a post-offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances. If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will accommodate the needs of any qualified candidate who requests a reasonable accommodation under the Americans with Disabilities Act (ADA). CommonSpirit Health™ participates in E-Verify.