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.