Quality Monitoring Analyst Extend Health
THIS JOB HAS EXPIRED Description
Extend Health, Inc. is a business segment of Towers Watson & Co. and operates the largest private Medicare exchange in the country. Founded in 2004, the Extend Health Medicare Exchange and the company?s licensed and certified benefit advisors have helped hundreds of thousands of Medicare-eligible retirees and their dependents identify and evaluate private Medicare plans that best meet their needs and budgets based on their individual medical and pharmaceutical needs. Extend Health has also helped Fortune 500 companies, unions, and municipalities realize significant savings for healthcare coverage for Medicare-eligible retirees when compared to employer group plans.
As a Quality Monitoring Analyst for the Medicare open enrollment period you will be partnering with the Team Leads and the Team Members to assure accuracy and compliance of all calls and applications generated along with adherence to the call guide and an excellent customer experience. The Quality Monitoring Analyst will evaluate compliance for Federal, industry and Extend Health?s quality standard and mandated areas of compliance and will provide feedback and coaching opportunities to the Team Leads.
Review calls and applications and evaluate compliance to identified standards.
Report compliance results to leadership team.
Attend Team meetings and huddles to provide coaching information and to discuss trends identified while listening to calls
Report Benefit Advisor and CSR specific results to the respective Team Leaders for follow through.
Provide recommendations to operations staff on improvement opportunities.
Other duties as assigned
Prior coaching or management experience in a team setting preferred
Able to present him/herself with professionalism and courtesy (even in stressful situations) through face-to-face interactions and through oral and written communications via multiple contact mediums: telephone, fax, email and mail correspondence
Capable with the Microsoft Office Suite applications and all in-house data management software applications
Must be very detail oriented
Talks and listens and interprets voice communication of varying quality during extensive telephone conversations/telephone usage via a headset equipped computer
Strong organizational & time management skills
Ability to work autonomously in a self-paced approach to ensure workload is completed efficiently within departmental standards
Ability to analyze data/info pertaining to a given customer situation
Technical understanding of insurance products and/or insurance business, systems preferred
Ability to compile reports and present in an organized fashion using industry standard tools such as MS Excel
Able to write legibly to complete paper documents
Clear, understandable speech and phone voice
Prior call center experience, including Quality Monitoring, would be preferred but is not necessary
High proficiency with accounting and reporting software, preferably Great Plains and FRx
Intermediate Excel skills including experience with multi-tab spreadsheets, pivot tables and complex formulas
Experience with internal controls and SOX compliance, demonstrated ability to identify and implement process improvements
Ability to organize, prioritize and to carry out multiple tasks simultaneously with excellent attention to detail and follow-through
Outstanding verbal and written communication skills
Strong customer service orientation and positive attitude
Physical Demands and work environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands: While performing duties of the job, employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, controls, keyboards; work on desktop or laptop computers; reach with hands and arms; balance; stoop; talk and hear. The employee must occasionally lift up to 15 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability adjust focus.
Work environment: The noise level in the work environment is usually moderate to low.
Equal Employment Opportunity:
The Company is an equal opportunity employer and makes employment decisions on the basis of merit. In accordance with applicable law, the Company prohibits discrimination based on race, color, religion, sex, pregnancy, age, national origin or ancestry, physical or mental disability, genetic characteristic, veteran status, or any other consideration protected by federal, state or local laws. All such discrimination is unlawful. It is our policy to recruit, hire, train, develop and promote the best people available.
||South Jordan, UT |
THIS JOB HAS EXPIRED