Quality Assurance Specialist
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Job Description
Quality Assurance Specialist ensuring compliance with regulatory standards and improving service quality for a nonprofit healthcare organization. Focused on maintaining excellent customer service and staff performance.
Responsibilities:
- Ensure compliance with regulatory and company/departmental standards by monitoring staff and processes, and implementing corrective action, as required
- Improve service quality and efficiencies by developing and implementing standards, workflows and processes that are compliant with regulatory requirements
- Maintain regulatory compliance by remaining knowledgeable of regulations and contractual requirements related to customer service operations
- Ensure the SCAN commitment of service excellence by ensuring that staff consistently provide a level of service that meets or exceeds the customer’s expectation
- Identify and remediate deficient practices/processes by monitoring processes and staff interactions with customers
- Provide management with feedback on staff performance and participate in coaching of the staff
- Improve service quality by measuring the quality, effectiveness and efficiency of the customer experience
- Support the Member Services Trainer by providing feedback on training needs
Requirements:
- Bachelor’s degree preferred
- 5+ years’ preferably within the healthcare industry
- Demonstrated efficiency/effectiveness in a high call volume environment
- 1+ years of prior experience with Medicare benefits, including Medicare Advantage Plans preferred
- Experience in the healthcare, insurance or pharmacy industry highly desirable
- Excellent communication skills, both oral and written
- Strong interpersonal skills, including excellent verbal communication skills
Benefits:
- Annual employee bonus program
- Robust Wellness Program
- Generous paid-time-off (PTO) - 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
- Excellent 401(k) Retirement Saving Plan with employer match
- Robust employee recognition program
- Tuition reimbursement
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