The Quality Reviewer is responsible for call quality reviewing of telephonic activity for assigned CEC roles including Clinicians, Engagement Specialists, and Program Engagement Specialists. This position will work closely with CEC and Corporate Operations leadership and Training to ensure effective coaching in the quality arena.
Experience Required - Current RN in good standing, Minimum 2 years of CEC experience, and Experience with call quality review process.
Quality review of telephonic activity of various CEC roles utilizing established call quality tools
Provides feedback regarding quality trends and input as to key training opportunities related to quality
Participates in ongoing inter-rater reliability (IRR) sessions
Participates in training related to call quality
Coordinates effectively with quality team, CEC leadership, training resources and colleagues to improve quality
Assists in piloting new processes, tools and workflows as indicated
Participates in additional call quality activities as assigned
Key Skills and Abilities
Experience with call quality review process strongly preferred
Prior solid call quality performance, if applicable to current role
Understands call quality criteria and has a solid understanding of call quality tools
Demonstrates flexibility and the ability to readily adapt to change
Experience in CEC Operations
Collaborative: working with various parties to ensure an appropriate focus on quality
Demonstrated computer proficiency with Word, Outlook and database use
Excellent self-management skills
Self directed and highly organized
Ability to work independently and function as a highly participative team member
Consistently exhibits high energy, positive attitude and enthusiasm
Solid attendance record
Healthways is the largest independent global provider of well-being improvement solutions. Dedicated to creating a healthier world one person at a time, the Company uses the science of behavior change to produce and measure positive change in well-being for our customers, which include employers, integrated health systems, hospitals, physicians, health plans, communities and government entities. We provide highly specific and personalized support for each individual and their team of experts to optimize each participant's health and productivity and to reduce health-related costs. Results are achieved by addressing longitudinal health risks and care needs of everyone in a given population. The Company has scaled its proprietary technology infrastructure and delivery capabilities developed over 30 years and now serves approximately 40 million people on four continents.
Here at Healthways as we continue to make the world a healthier place, we have also created an environment where people choose to do their best work. Our unique culture thrives on mission-driven individuals who exude a high sense of energy and passion in everything that they do. Collaboration and teamwork are an essential part of everyday life for Colleagues who trust and depend on one another to achieve the highest degree of collective success. We are an organization that strives to recruit the best and the brightest individuals who take pride in the statement 'I work for Healthways.'
Healthways, Inc. is an equal employment opportunity employer and is committed to a proactive program of affirmative action and diversity development. Healthways, Inc. will continue to recruit, hire, train, and promote into all job levels without regard to race, religion, gender, marital status, familial status, national origin, age, mental or physical disability, sexual orientation, gender identity, source of income, or veteran status.
Healthways - 21 months ago
For health insurers, healthy plan members are cheap plan members; that's where Healthways comes in. The health services company...