Job Description

• Coach Operations agents (peer to peer) on areas of opportunity for improvement found during evaluations, collaborate with training for Operations agents (i.e., new hire, refresher, and nesting training)
• Performs and documents results of all quality assurance evaluations on all operational products and services, including (but not limited to) benefit verification cases, patient assistance cases, software support calls/emails, inbound calls from patients or health care providers, data entry, etc.
• Assists with other QA-related functions and responsibilities as needed to meet department and company goals
• Auditing work completed by Operations agents
• Participates in internal, vendor, or client calibration meetings as required to address quality initiatives but does not lead them.

Top 3 Skills:

• 1 – 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at any healthcare agencies, or 1 – 3 years of prior quality control experience
• Moderate Excel ability (data validation, data entry, tables, simple formulas) Experience with technical writing (e.g., SOPs, User Manuals, Work Instructions), typing, and PowerPoint ability.
• Highschool or relevant experience

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