Cedar Is Hiring A Bilingual Quality Analyst - Call Center

Join Cedar as a Bilingual Service Center Quality Analyst - Call Center

Improve healthcare affordability and patient experience with Cedar, a rapidly growing healthcare technology company committed to leveraging data science and personalized solutions to transform how care is delivered and paid for in the U.S. 🇺🇸💼

About Cedar

Zodiac by visionaries Florian Otto and Arel Lidow in 2016, Cedar aims to make healthcare more accessible and less financially burdensome. With over $350 million raised and partnerships with leading health providers, Cedar now engages with over 30 million patients annually, processing $3.5 billion in payments. 🚀

The Role

We are seeking a dedicated Bilingual (Spanish) Service Center Quality Analyst to join our Servicing Team! This role is crucial in enhancing our patients' billing and engagement experience, helping providers succeed, and ensuring customers understand their care costs. 🤝💬

The Quality Assurance (QA) Analyst will monitor customer interactions across calls, chats, and emails, evaluating associates’ demeanor, accuracy, and adherence to policies. You'll also play a key role in developing call center quality processes and providing feedback to elevate overall service quality.

Responsibilities

• Monitor, evaluate, and score: inbound/outbound calls, chats, emails, and customer issue tickets against established quality standards.
• Participate in calibration and communication sessions: ensuring consistency and clarity across teams.
• Create and support: quality assurance processes, procedures, and training materials.
• Ensure adherence: to quality standards and standard operating procedures by call center agents.
• Lead training sessions: to improve team performance and expertise.
• Provide feedback: on telephone etiquette, product knowledge, and procedural accuracy.
• Develop action plans: for performance improvement and quality enhancement.
• Generate and deliver: timely reports on call quality, productivity, and key performance metrics.

Required Skills & Experience ✅

• Fluent in Spanish: both spoken and written.
• Experience in healthcare: familiar with revenue cycle management and billing.
• Minimum 2 years of call center experience.
• Experience in training, policies, and procedures development.
• Proficient with electronic medical systems.
• Knowledge of quality assurance metrics: a plus.
• Empathy and passion for customer service.
• Excellent communication skills.
• Strong problem-solving and critical thinking abilities.

What We Offer 🎁

• Impact the healthcare system: be part of a high-growth company improving millions of lives.
• Flexible work environment: options for remote or in-office work.
• Unlimited PTO: health, sick, and mental health days, with a recommended minimum of 20 days per year.
• Paid parental leave: 16 weeks with health benefits and flexible schedules.
• Diversity & Inclusion: participate in employee resource groups such as be@cedar, Pridecones, and Cedar Women+.
• Competitive compensation: including equity and benefits starting on your first month.
• Retirement benefits: Cedar matches 100% of your 401(k) contributions up to 3%.
• Professional growth: mentorship, coaching, and a dedicated learning budget.

Compensation

Salary range: $55,100 - $74,500/year

About Us

Cedar was founded in 2016 by Florian Otto and Arel Lidow, motivated by their own negative billing experience to revolutionize healthcare billing and patient engagement. Today, Cedar is a leading healthcare technology innovator, backed by Thrive and Andreessen Horowitz (a16z), serving over 30 million patients annually with a partnership network including Highmark Inc., Allegheny Health Network, Novant Health, Allina Health, and Providence. 🌟