The International SOS Group of Companies has been in the business of saving lives for over 40 years. Protecting global workforces from health and security threats, we deliver customised health, security risk management and wellbeing solutions to fuel our clients’ growth and productivity. In the event of extreme weather, an epidemic or a security incident, we provide an immediate response providing peace of mind. Our innovative technology and medical expertise with a focus on prevention, offers real-time, actionable insights and unparalleled on-the-ground delivery. We help clients meet compliance reporting needs for good governance. By partnering with us organisations can fulfil their Duty of Care responsibilities, while empowering business resilience, continuity and sustainability.
Founded in 1985, the International SOS Group, headquartered in London & Singapore, is trusted by 9,000 organisations, including the majority of the Fortune Global 500 as well as mid-size enterprises, governments, educational institutions, and NGOs. 12,000 multi-cultural medical, security and logistics experts stand with you to provide support & assistance from over 1,200 locations in 90 countries, 24/7, 365 days.
To protect your workforce, we are at your fingertips: www.internationalsos.com
For news and events updates follow us on Twitter - https://twitter.com/IntlSOS
The Call Quality Auditor will evaluate patient scheduling and referral calls to ensure service quality, accuracy, and compliance with healthcare standards.
They will also provide performance feedback, lead coaching sessions, and recommend process improvements to support operational readiness.
What you need
Candidates must have a high school diploma or GED and at least one year of healthcare administrative experience.
Proficiency in Microsoft 365 and strong communication skills are required, along with the ability to reside within 50 miles of San Antonio, TX.
Company Description
Put your healthcare administration and customer service experience to work improving the quality of patient scheduling and referral services for military healthcare beneficiaries.
At International SOS Government Medical Services, you'll support healthcare programs that improve patient care and operational readiness across the U.S. and internationally. Founded in 1984, International SOS operates in more than 90 countries, delivering healthcare, medical assistance, emergency response, and workforce support services worldwide.
Job Description
As a Call Quality Auditor, you'll evaluate patient scheduling and referral management calls, identify opportunities for improvement, and help healthcare support teams deliver accurate, professional service.
In this role you'll review agent performance, provide constructive feedback, and support coaching and training initiatives. Your work will help strengthen service quality, procedural accuracy, and the patient experience.
Work Location: Remote - San Antonio, TX
Position Requirements: Must live within 50 miles of San Antonio, TX.
Schedule: Monday–Friday, eight-hour shifts within designated operating hours, excluding federal holidays. Overtime may be required.
Operating Hours (Central Time):
Pacific operations: 8:00 a.m.–8:00 p.m. CT
Hawaii operations: 10:00 a.m.–10:00 p.m. CST / 11:00 a.m.–11:00 p.m. CDT
Assigned shifts may vary depending on operational coverage.
Key Responsibilities
Audit call quality: Review inbound and outbound calls, monitoring at least 5% of each assigned agent's calls monthly for service quality, accuracy, and compliance.
Coach and support employees: Provide performance feedback, lead virtual coaching sessions, and participate in training and quality improvement activities.
Evaluate compliance: Monitor adherence to scheduling procedures, organizational policies, contractual requirements, and HIPAA standards.
Identify improvement opportunities: Document performance trends, service deficiencies, and positive outcomes while recommending process improvements to leadership.
Support quality initiatives: Participate in calibration sessions, assist in developing training materials and job aids, and collaborate across departments to maintain consistent quality standards.
Assist with operational support: Help manage call support queues, troubleshoot system issues, and document scheduling infractions and other quality concerns.
Qualifications
Requirements
High school diploma or GED.
Minimum of 1 year of healthcare administrative experience.
Proficiency in Microsoft 365, including Teams, Excel, and Outlook, with strong computer skills and the ability to learn new systems.
Strong customer service, telephone etiquette, and written and verbal communication skills.
Excellent attention to detail, critical thinking, problem-solving, and organizational skills, with the ability to manage competing priorities in a fast-paced environment.
Preferred
Minimum of 2 years of call center experience.
Minimum of 2 years of leadership experience.
Experience with CXone, MHS GENESIS, or other call center software.
Additional Information
Health & Welfare (H&W): Up to $5.43 per hour, in accordance with the Service Contract Act (SCA).
All your information will be kept confidential according to EEO guidelines.
Privacy Disclaimer: Policy Link
By clicking “I’m Interested” and submitting your application, you acknowledge that you have read and understood the applicable Privacy Policy (available via the link above) and agree that International SOS Government Medical Services, may collect, use, store, transfer, and otherwise process your personal information in accordance with that Privacy Policy for recruitment and hiring purposes.
Compensation Disclaimer:
Pay range is based on several factors and may vary in addition to a full range of medical, financial, and/or other benefits. Final salary and offer will be determined by the applicant’s background, experience, skills, internal equity, and alignment with geographical market data.
Benefits Language (FTE roles):
Full-time positions are eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance. Additional benefits include a 401k plan, paid time off, and an annual bonus. International SOS Government Medical Services complies with all federal, state, and local minimum wage laws.
Equal Opportunity Employer (EEO) Statement:
International SOS Government Medical Services is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.
Compensation: USD 24.50 - USD 25.79 - hourly
