Bilingual Call Center Quality Analyst
HealthSpring - Bedford, TX

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Responsible for analyzing, reporting, and developing recommendations on data. Uses multiple sources of data, analyzes trends, reconciles data, and identifies areas for improvement.

Required Skills Audits Customer Service Representative phone calls/call documentation and reporting on quality/performance measurements. Provides new and existing staff with constructive feedback on Call/documentation quality using a variety of modalities, including role playing, simulations, team exercises and group discussions. Work may involve strict timelines, is highly regulated and relies on instructions/pre-established guidelines to perform functions of the job. Works collaboratively with the Training Specialist to identify training needs. Serves as back-up to the Training Specialist as needed by designing courses and evaluation materials to support training. Assists in the design, development, implementation, and maintenance of process improvement business solutions.

Required Experience Minimum Requirements: Must be bilingual (English/Spanish). Must have Associate’s degree or two years related experience in a call center environment providing quality monitoring of calls and related documentation. Intermediate level skill using Microsoft Access and Excel. Demonstrated ability making presentations that persuade others or provide information and instruction. Capable of explaining complex issues in a concise manner to senior administration and staff. Strong interpersonal skills including tact, diplomacy, and flexibility to work effectively with senior administration, staff and general public.

Preferred Requirements: College degree. An understanding of medical terminology, cost components, contracting methodologies/terminology. SQL experience.

HealthSpring, Inc. is an EEO/AA employer.

HealthSpring - 21 months ago - save job - block
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Looking to keep a spring in Grandma's step, HealthSpring provides Medicare Advantage plans and Medicare Part D prescription drug...