QA Associate, Operations - Pgh

Job Summary:

• The Operations Quality Assurance Associate I will evaluate work completed by Operations agents aProductst program SOPs, WINs, business rules, and other program-related documents for adherence to expectations outlined in the documents.
• The QA Associate I must be able to use objective decision-making and critical thinking skills to determine whether audited work meets internal and external expectations.
• The Operations Quality Assurance Associate I will be a subject matter expert for their respective assigned business unit(s) and will utilize analytical skills to analyze data, processes, and workflows to provide insightful, actionable coaching for the Operations Agents.

Duties:

• 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).
• Perform and document 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.
• Participate in internal, vendor, or client calibration meetings as required to address quality initiatives but does not lead them.
• Identify and escalate critical quality issues appropriately to senior management.
• Assist 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.
• Audit work completed by Operations agents.
• Send feedback to Operations leadership on agent performance.
• Attend meetings, help with data analysis, and other duties as assigned.

Qualifications:

• High school or relevant experience.
• 1 – 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at client, or equivalent experience in a similar role in another company, 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.
• Solid working knowledge of quality-orientated 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.
• Problem-solving, results-oriented, active listening, and high attention to detail.
• Monitor telephone calls and communications between The Customer and The Customer Care Center.
• A 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.
• Work in a matrix environment requiring strong collaboration skills.