Trainer and Quality Assurance Analyst

Inova Center for Personalized Health is looking for a dedicated Trainer and Quality Assurance Analyst to join the team. This role will be full-time day shift from Monday - Friday, 8:00 a.m. - 4:30 p.m. ; Hybrid Position (1x per week on-site)

The Trainer & Quality Assurance Analyst is responsible for monitoring and creating monthly call audits; prepares and reviews quality assurance scorecards and recommends training where appropriate. Develops and initiates performance training, to include onboarding or providing general training on a new process. Leverages multiple systems to produce deliverables that include patient experience survey data, workforce management, predictive analytics, and manual observations.

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Featured Benefits:

• Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.
• Retirement: Inova matches the first 5% of eligible contributions - starting on your first day.
• Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.
• Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.
• Work/Life Balance: offering paid time off, paid parental leave, and flexible work schedules

Trainer and Quality Assurance Analyst Job Responsibilities:

• Builds video content for team members to close performance gaps.
• Responsible for preparing quality assurance documents, training documents, workflows, standard work, and visual media for the team.
• Provides support for the development, implementation, and documentation of quality assurance.
• Collaborates with the centralization team for process improvement visioning and implementation.
• Performs quality assurance audits on staff and documents all accounts reviewed and findings.
• Advises leadership of findings.
• Provides remedial training as appropriate to improve team members' performance.
• Informs and consults with people leaders and stakeholders about potential barriers that impact team results.
• May perform other duties as assigned.

Trainer and Quality Assurance Analyst Job Requirements:

• Work Schedule: 8-hour shift (Monday - Friday days, 8:00 a.m. - 4:30 p.m.) ; Hybrid (1x per week on-site)
• Education: Associate degree (or relevant experience in lieu of degree)
• Experience: 2 years of experience in quality assurance, customer service, data analytics, or outside industry in a customer experience role

Trainer and Quality Assurance Analyst Job Preferred Requirements:

• Bilingual proficiency preferred (Spanish) with the ability to deliver training and quality support in both English and the secondary language.
• Hands-on experience with Epic systems, specifically in hospital revenue cycle modules such as Patient Access, Resolute Hospital Billing, or Claims.
• Epic Proficiencies and/or Certifications (e.g., Epic Credentialed Trainer, Epic Resolute HB, or PB) are highly desirable.
• Solid foundation in revenue cycle operations, including patient registration, billing, insurance follow-up, and collections, or finance functions such as reconciliation and account auditing.