Associate Specialist Customer Service

Thank you for considering a career at Ensemble!

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

O.N.E Purpose:

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity:

The Quality Auditing Associate supports customer service quality, regulatory compliance, and client commitments by completing required quality assurance audits accurately and on time. This role reviews customer service interactions and documentation against established standards, identifies coaching opportunities, and helps ensure consistent adherence to company, client, and regulatory expectations.

A successful Quality Auditing Associate is detail-oriented, consistent, and committed to helping teams deliver accurate, compliant, and high-quality service. This individual understands that audit work is an essential part of maintaining client trust, supporting timely coaching, and protecting service standards across the organization.

Responsibilities may include:

• Complete assigned quality assurance audits in accordance with established monthly requirements, standards, and timelines.
• Evaluate customer service interactions for accuracy, professionalism, compliance, scripting adherence, documentation quality, and overall service expectations.
• Document audit findings clearly and consistently to support coaching, performance improvement, and leadership reporting.
• Identify trends, gaps, and potential risks related to customer experience, process adherence, compliance, and quality outcomes.
• Partner with leaders, trainers, and operational teams to support timely coaching, early issue identification, and continuous improvement.
• Maintain accurate audit records and support complete reporting to leadership, Centers of Excellence, and client-facing stakeholders as needed.
• Apply HIPAA, privacy, scripting, and documentation standards when reviewing interactions and audit results.
• Contribute to a culture of quality, accountability, and service excellence across domestic and global customer service teams.

Employment Qualifications

• High school diploma or equivalent required.
• Experience in customer service, healthcare revenue cycle, contact center operations, quality assurance, auditing, compliance, or a related field.
• Strong attention to detail with the ability to review work objectively and consistently against defined standards.
• Ability to manage a predictable, high-volume workload while meeting deadlines and maintaining accuracy.
• Strong written and verbal communication skills, including the ability to document findings clearly and professionally.
• Ability to work independently, follow established procedures, and escalate concerns appropriately.
• Working knowledge of Microsoft Office applications and comfort learning audit, reporting, or customer service systems.
• Must be inquisitive and demonstrate openness to innovation including AI (Artificial Intelligence) to explore better processes and ways to alleviate friction and improve patient and client experience.
• This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.

Preferred Qualifications

• Experience completing quality audits in a healthcare, revenue cycle, patient access, customer service, or call center environment.
• Familiarity with HIPAA, privacy standards, call scripting, documentation requirements, or client-specific service expectations.
• Experience identifying quality trends and sharing findings that support coaching or process improvement.
• Prior experience working in a high-volume, metric-driven environment.

Join an award-winning company

Five-time winner of “Best in KLAS” 2020-2022, 2024-2025

Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024

22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024

Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024

Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023

Energage Top Workplaces USA 2022-2024

Fortune Media Best Workplaces in Healthcare 2024

Monster Top Workplace for Remote Work 2024

Great Place to Work certified 2023-2024

• Innovation

• Work-Life Flexibility

• Leadership

• Purpose + Values

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:

• Associate Benefits –  We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs. 

• Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.  

• Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement. 

• Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company. 

Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws.  Ensemble also prohibits harassment of applicants or employees based on any of these protected categories.

Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com.

This posting addresses state specific requirements to provide pay transparency.  Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position.  A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.

Employment Disclaimers – Ensemble