QA Training Analyst

JOB SUMMARY

The Billing Customer Support Quality Assurance & Training Analyst is responsible for ensuring consistent delivery of accurate, compliant, and client- and patient-centered billing customer support services. This role serves as both a Quality Assurance Analyst and Trainer for team members who interact with patients, providers, and clients regarding billing policies, financial assistance programs, insurance-related inquiries, payment collection, and account resolution.

The individual will conduct structured quality reviews of billing customer interactions, identify trends and coaching opportunities, facilitate new hire onboarding, provide ongoing education, and partner with operational leaders to improve performance and service quality. This role also supports the creation, maintenance, and governance of Standard Operating Procedures (SOPs), job aids, training materials, and competency assessments to ensure consistency and compliance across the billing organization. This role may evolve as organizational needs change.

KEY RESPONSIBILITIES

Quality Assurance & Auditing

• Conduct routine evaluations of billing-related phone calls, Salesforce case documentation, and account activities using established quality standards and scoring rubrics.

• Assess interactions for:

o Accuracy

o Compliance with policies and procedures

o Professional communication

o Patient experience

o Documentation quality

o Payment processing accuracy

• Identify quality risks, process breakdowns, and training opportunities.

• Document audit findings and provide actionable recommendations to leadership.

• Track quality metrics and trends to support operational decision-making.

• Participate in calibration sessions to ensure scoring consistency.

New Hire Training & Onboarding

• Facilitate onboarding programs for newly hired billing team members.

• Deliver instructor-led, virtual, and self-paced training programs.

• Support competency validation and readiness assessments.

• Develop onboarding plans and learning pathways.

• Conduct virtual coaching and skills demonstrations.

Ongoing Learning & Development

• Partner with leaders to identify training needs based on quality trends, policy changes, and business requirements.

• Deliver refresher training and continuing education.

• Lead coaching sessions focused on:

o Billing policies

o Payment collection practices

o Difficult patient conversations

o Customer service skills

o Documentation standards

o Compliance requirements

• Maintain training records and competency documentation.

SOP & Documentation Management

• Create, revise, and maintain billing SOPs, work instructions, reference guides, and job aids.

• Collaborate with operational stakeholders and subject matter experts to standardize workflows.

• Ensure all documentation reflects current billing policies, regulatory requirements, and operational processes.

• Conduct periodic SOP reviews and identify gaps or opportunities for improvement.

• Support document control processes and version management.

Process Improvement

• Analyze quality findings to identify recurring issues and root causes.

• Recommend workflow enhancements to improve efficiency, accuracy, and client experience.

• Support implementation of new processes, technology enhancements, and policy changes.

• Participate in cross-functional initiatives focused on quality and operational excellence.

Compliance & Audit Readiness

• Support internal and external audits by maintaining quality and training documentation.

• Ensure billing team adherence to organizational policies and applicable regulatory requirements.

• Promote a culture of compliance, accountability, and continuous improvement.

General

• Perform other duties as assigned to support team and organizational objectives.

• Comply with all company policies, procedures, and applicable regulatory requirements.

QUALIFICATIONS

Required

• 3-5 years of experience in healthcare billing, revenue cycle management, client services, patient financial services, or related healthcare operations.

• Experience providing patient-facing or client-facing support.

• Experience conducting quality reviews, coaching, or training.

• Experience developing process documentation and SOPs.

• Strong understanding of healthcare billing and reimbursement processes.

• Knowledge of patient financial communications and payment collection best practices.

• Ability to explain complex billing concepts in a clear, patient-friendly manner.

• Excellent written and verbal communication skills.

• Strong coaching and facilitation skills.

• Exceptional attention to detail.

• Analytical and problem-solving abilities.

• Experience developing SOPs, training materials, and job aids.

• Ability to manage multiple projects and priorities.

• Commitment to continuous improvement and service excellence.

• Equivalent combination of education and experience may be considered.

Preferred:

• Bachelor's degree.

• Experience in genetic testing, laboratory medicine, molecular diagnostics, or healthcare reimbursement.

• Experience with Salesforce, CRM systems, billing platforms, and learning management systems.

• Experience supporting onboarding and competency assessment programs.

COMPETENCIES

• Quality Mindset

• Customer Focus

• Training & Facilitation

• Coaching & Development

• Process Improvement

• Communication

• Collaboration

• Adaptability

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Location: Hybrid / Remote eligible

• [Physical demands for the job]

• [Work environment required for the job duties]

• [Travel requirements]

• [Special conditions, if applicable]

EEO STATEMENT

Baylor Genetics is proud to be an equal opportunity employer committed to fostering an inclusive and diverse workplace. We welcome and encourage applicants from all backgrounds to apply. We do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, pregnancy, childbirth, or any other status protected by applicable federal, state, or local law. If you need an accommodation during the application process, please contact our Human Resources team. 

Note to Recruiters:

We value building direct relationships with our candidates and prefer to manage our hiring process internally. While we occasionally partner with select recruitment agencies for specialized roles, we do not accept unsolicited resumes from recruiters or agencies without a written agreement executed by the authorized signatory for Baylor Genetics ("Agreement"). Any resumes submitted to Baylor Genetics in the absence of an Agreement executed by Baylor Genetics' authorized signatory will be considered the property of Baylor Genetics, and Baylor Genetics will not be obligated to pay any associated recruitment fees.