Quality Assurance Analyst - Medicare
New
I
IntegrityHealthcare Insurance
United StatesFull-Time
Salary not disclosed
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Job Details
- Required Skills
- Microsoft OfficeComplianceQuality Assurance
Requirements
- Medicare knowledge required.
- Ability to maintain the highest level of confidentiality.
- Proficient communication skills.
- Knowledge of Microsoft Office.
- Proactive self-starter with attention to detail.
- Ability to focus completely on listening to calls, understanding the message, comprehending the information, and transferring knowledge into QA practices.
- Bilingual skills preferred.
Responsibilities
- Review a high volume of calls to maintain and develop internal support and call service quality standards.
- Direct quality initiatives by requiring adherence to quality management policies and procedures.
- Verify results by measuring skills in the use of scripts, product knowledge, sales, serviceability, greeting, active listening, etiquette, objection handling, efficiency, and courteous close of the call, CMS Guidelines.
- Provide feedback and coaching opportunities through evaluations.
- Maintain audit reporting and act as liaison with carrier partners to ensure proper actions are taken to obtain compliance.
- Communicate concerns and/or issues based on information acquired through call listening to management.
- Respond to carrier requests for call monitoring and member support.
- Assist with continuous audit and revision of quality management scoring models.
- Assure the Internal Sales Center is aligned and compliant with the company's and industry policies and procedures and present recommendations when necessary.
- Formulate responses to member and carrier escalations.
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