Responsible for the continued completion and additional development of the established quality assurance program for the customer service department(s), inclusive of an enhanced program for silent monitoring incoming customer telephone calls, reviewing completed incoming customer correspondence, QA of Macess documentation and follow-up including weekly in box monitoring for Provider Service Representative I, Correspondence Representatives and Office Assistants. This position will be responsible for the transition of new customer service representatives from formal classroom training to servicing customers in an independent manner. Also responsible for tracking and trending common quality errors and follow up with management staff and designated training staff to develop a re-training program when necessary.
High School diploma or GED required; Associates Degree preferred.
Minimum 2 years experience in the health insurance industry required. 1 year in a call center environment required.
Minimum 1 year experience as a customer service representative or conducting quality assurance monitoring or training in an insurance organization or health related industry required. Experience in developing and implementing quality programs preferred.
Strong working knowledge of Microsoft Word required. Microsoft Excel and Access preferred.
Ability to apply problem solving and time management methodology to organizational problems required.
Ability to coordinate the workflow of the Service Representative(s) and train staff in contract interpretation and provider services required.
Salary Grade: 14