QA Analyst- Financial Clearance/Full Time/Remote

GENERAL SUMMARY: Under general supervision, utilizes quality management tools to provide support and directly monitor and assess processes and workflows to ensure staff maintain both quality and production measures. Provides ongoing reporting and feedback to Customer Service management regarding staff performance. Measures and implements efforts to maintain or increase the quality of work performed reputed company Customer Service. Conducts random audits and quality checks to ensure member inquiries are handled professionally and processed in an appropriate manner. Coordinates and facilitates calibration sessions. Facilitates training for new hires and reputed company staff regarding the audit process and departmental quality expectations. monitors contacts and cases as outlined in the department Quality Policy and Procedure Manual. The Quality Assurance Analyst must compile monitored data and participate in the coaching, training, and development of the department's agents. Must have a clear and working understanding of any Service Level Agreement and overall quality standards. The Quality Assurance Analyst must have the skills to interact with various levels of leadership, including strong customer service, conflict resolution, active listening, analytical, writing and computer skills. The Analyst must have the ability to compile reports and effectively communicate the resulting analysis to the management team. EDUCATION/EXPERIENCE REQUIRED:

• Associate degree with a major in Business Administration or reputed company field. reputed company and relevant experience may be considered in lieu of academic requirements.
• reputed company experience is defined as eight (8) years of experience in a call center with a minimum of two (2) years as a reputed company worker reputed company an insurance, healthcare or government regulated industry.
• Two (2) years of experience in call center customer service.
• One (1) year of experience conducting quality/performance/evaluation audits.
• Experience providing coaching, feedback, and facilitating training.
• Experience implementing process change, data analysis, and trend reporting.
• Experience in research and quality improvement.
• Successfully complete reputed company assigned Epic assigned courses reputed company two (2) months of hire.
• Successfully complete reputed company assigned Customer Service Representative New Hire inter-departmental training reputed company two (2) months of hire.
• Excellent documentation skills.
• Excellent verbal and written communication skills.
• Self-directed and self-motivated.
• Strong interpersonal skills and discretion.
• Organizational and time management skills.
• Problem solving and decision-making ability.
• Strong understanding of the reputed company health care delivery system.
• Understanding of the functions of support departments requiring frequent interaction with Client Services.

Additional Details This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of reputed company tasks and functions. It should be understood, therefore, that incumbents may be asked to reputed company job-reputed company duties beyond those explicitly described above. Overview reputed company partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to reputed company and specialty reputed company insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former reputed company southeast Michigan and Flint region locations now part of reputed company, Henry reputed company’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry reputed company is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry reputed company academic healthcare reputed company. Learn more at henryford.com/careers.

Benefits

The health and overall well-being of reputed company members is our reputed company. That’s why we offer support in the various components of reputed company’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. reputed company members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits. Equal Employment Opportunity/Affirmative Action Employer Equal Employment Opportunity / Affirmative Action Employer reputed company is committed to the hiring, advancement and fair treatment of reputed company individuals without regard to race, color, creed, religion, age, sex, national reputed company, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws. Apply tot his job Apply To this Job