POSITION SUMMARY:
The Quality & Innovation Analyst provides data-informed decision-making, continuous improvement, and operational excellence within the Service Excellence Department. Reporting to the Senior Manager, Communications and Projects, this role ensures consistent coverage, compliance, and auditing across teams and workflows. The Quality and Innovation Analyst supports strategic initiatives and special projects within the Service Excellence Department driving toward quality improvement, process innovation, and departmental efficiency. Key responsibilities include delivering on our guiding principles as well as our philosophy of continuously listening, learning, and improving.
POSITION RESPONSIBILITIES:
Support operational consistency by following established processes and quality standards. Participate in project-based work under the direction of the Senior Manager, Communications and Projects. Assist with cross-functional initiatives, including process improvements, technology pilots, and quality enhancement projects. Conduct communication and workflow audits, and support legacy files through the funding process on a project-by-project basis. Provide feedback and recommendations based on field experience to support innovation and efficiency goals. Ensure compliance with HIPAA, FERPA, and all applicable internal and external regulations. Provide floating coverage across functional teams during times of PTO, compliance training, or increased workload. Maintain accurate and organized documentation in accordance with departmental and regulatory standards. Provide support to the Quality & Innovation team as needed. All other duties as assigned
CORE COMPETENCIES, SKILLS & ABILITIES:
Strong organizational and multitasking skills. Excellent written and verbal communication abilities. Adaptable and able to work effectively in a dynamic, team-based environment. High attention to detail and accuracy. Proficiency with Salesforce, Microsoft Office Suite, or other enterprise platforms.
POSITION REQUIREMENTS: Bachelor’s degree preferred, not required
Education & Experience
1+ years’ experience with Salesforce required 1+ years of training experience preferred, not required 1+ years’ medical funding experience highly preferred


Physical, Time, Presence & Other Requirements
Physical: Up to 8 hours of computer keyboarding per day
Time: Full-Time, Exempt employees work an average of 40 hours per week. Additional hours may be required as necessary.
Presence: Full-time onsite presence is required during introductory onboarding and training period; hybrid or remote arrangements will be considered upon completion.
Travel: Up to 10% of domestic travel may be expected

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Quality & Innovation Analyst