Quality Specialist II
Lead and/or participate in continuous quality improvement initiatives and serve as a resource to others regarding quality concerns
Perform quality reviews to ensure high levels of customer service and/or accuracy in processing complex claims and transactions
Identify and monitor trends and quality risks
Identify, develop and execute appropriate training programs applicable to the needs of the business and based on identified trends and patterns
Conduct procedural and quality reviews/audits to ensure adherence to policies and procedures and high levels of customer service, satisfaction and accuracy using applicable tools and technologies
Provide written documentation to management regarding quality review/audit results
Collaborate with cross-functional departments to identify training needs, system errors, processing errors, etc. and develop work plans and processes
Provide training and coaching for new and existing employees
Serve as a resource to staff regarding quality matters
10% travel may be required
Education/
Experience:
Bachelor's degree or equivalent experience. 2 years of combined call center and customer service experience. Previous training experience. Knowledge of insurance and/or managed care products and procedures highly preferred. Depending on the state, bi-lingual skills may be preferred.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Perform quality reviews to ensure high levels of customer service and/or accuracy in processing complex claims and transactions
Identify and monitor trends and quality risks
Identify, develop and execute appropriate training programs applicable to the needs of the business and based on identified trends and patterns
Conduct procedural and quality reviews/audits to ensure adherence to policies and procedures and high levels of customer service, satisfaction and accuracy using applicable tools and technologies
Provide written documentation to management regarding quality review/audit results
Collaborate with cross-functional departments to identify training needs, system errors, processing errors, etc. and develop work plans and processes
Provide training and coaching for new and existing employees
Serve as a resource to staff regarding quality matters
10% travel may be required
Education/
Experience:
Bachelor's degree or equivalent experience. 2 years of combined call center and customer service experience. Previous training experience. Knowledge of insurance and/or managed care products and procedures highly preferred. Depending on the state, bi-lingual skills may be preferred.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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