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
Participates in internal, vendor, or client calibration meetings as required to address quality initiatives
Identifies and escalates critical quality issues appropriately to senior management
Assists with other QA-related functions and responsibilities as needed to meet department and company goals
Availability to work occasional evening and/or weekend hours to meet company and departmental goals as the business need arises
Auditing work completed by Operations agents
Sending feedback to Operations leadership on agent performance
Attending meetings, helping with data analysis, and other duties as assigned

Highschool or relevant experience
1 – 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at ConnectiveRx, or equivalent experience
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
Knowledge of quality-oriented services such as accuracy management, performance metrics, customer experience/satisfaction, healthcare benefits, and SOP execution
Health Care Experience is required, specifically claim processing, contact center, benefit verification, or similar industry experience
Call Center and/or Claim Processing experience is a plus
Strong understanding of empathy across the Customer Care Center is required in all patient interactions
Ensure provision of exceptional customer service required in customer care case management engagement.

QA Associate

Key skills