Quality Assurance & Compliance Specialist Job at Bright Health
Back to Career Site
Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes.
What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be Collaborative.
If you share our passion for changing healthcare so all people can live healthy, brighter lives – apply to join our team.
SCOPE OF ROLE:
This position is responsible to ensure Customer Service reps are providing the best patient experience. QA should provide consultation and direction to ensure programs and services are implemented at the highest standards and patients receive the highest level of care. Ensures policies and procedures are monitored and updated to include regulatory changes.
ROLE RESPONSIBILITIES:
- Aid Customer Service reps
- Assist in New Hire Orientation & training and ongoing employee CS training
- Assures Call Center Representatives are complying with HIPAA Law
- Report employee related findings situations to immediate supervisor
- Identifies coaching opportunities for agents. Maintain updated database of employee monitoring and reports
- Work side by side with agents and supervisors, monitoring calls and assessing customer service skills and product knowledge
- Analyze departmental training needs & share with supervisor
- Recognize good CSR performance when appropriate
- Assist with the development of action plans to increase CSR's knowledge and skills Special projects as assigned.
- Monitors call handling as assigned by CS Coordinator:
- Spontaneous and Scheduled performance monitoring for CSR's
- Ensure patient inquiries are handled professionally
- Assure quality of service in call center calls
- Utilize a coaching form (developed as a subset of the monitoring sheet) for giving coaching feedback.
- Utilize established criteria for identifying opportunities for coaching.
- Accomplish established metrics by the contact center management on a daily, weekly and monthly basis.
- Forwards performs and/or processes orientations regarding disenrollment, outbound calls, member satisfaction surveys, etc.
SUPERVISORY RESPONSIBILITIES
- This position has low supervisory responsibilities for Customer Service Representatives, including Call monitoring, and not limited to providing coaching/disciplinary action as needed.
EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE
- Experience in a call center environment & bilingual is a must.
- 1–2-year experience as a supervisor or similar role.
- Knowledge of Healthcare preferred.
WORK ENVIRONMENT
- The majority of work responsibilities are performed in an open office setting, carrying out detailed work sitting at a desk/table and working on the computer.
- Travel may be required.
We're Making Healthcare Right. Together.
We understand patient pain points, eliminating complexity while increasing transparency, for greater access and easier navigation.
We integrate and align individual incentives at all levels, from financing to optimization to delivery of care.
Please Note :
epokagency.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, epokagency.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.