NationsBenefits is recognized as one of the fastest-growing companies in America and a Healthcare Fintech provider of supplemental benefits, flex cards, and member engagement solutions. We partner with managed care organizations to provide innovative healthcare solutions that drive growth, improve outcomes, reduce costs, and bring value to their members.
Through our comprehensive suite of innovative supplemental benefits, fintech payment platforms, and member engagement solutions, we help health plans deliver high-quality benefits to their members that address the social determinants of health and improve member health outcomes and satisfaction.
Our compliance-focused infrastructure, proprietary technology systems, and premier service delivery model allow our health plan partners to deliver high-quality, value-based care to millions of members.
We offer a fulfilling work environment that attracts top talent and encourages all associates to contribute to delivering premier service to internal and external customers alike. Our goal is to transform the healthcare industry for the better! We provide career advancement opportunities from within the organization across multiple locations in the US, South America, and India.
Role:
A Quality Assurance Specialist will monitor and rate assigned program call performance to ensure the highest level of quality is achieved for client, center, and corporate.
- Report daily, weekly, and monthly quality results. Report results to center and corporate management.
- Recommend changes necessary to ensure quality performance.
- Participate in scheduled internal remote monitoring sessions with clients. Provide quality result information on QA candidates for posted positions.
- Work in conjunction with training to ensure QA participation with new programs, new hire classes on existing programs, and/or changes to programs.
- Participate in review meetings including the development information on quality performance on assigned programs.
- Participate in calibration sessions to ensure program compliance and balance on the program.
- Ensure notification to appropriate personnel on quality equipment and software programs.
- Coach agents on performance improvement.
- Seek knowledge to improve individual skills and knowledge in delivering positive and constructive feedback.
- Maintain positive, consistent and effective communication with agents, peers and superiors.
- Maintain positive, consistent, and effective communication with management to ensure client goals and objectives are achieved.
- Perform other duties based on business demands as assigned.
Qualifications:
- High school diploma or equivalent
- 2+ years of call center customer service experience
- 1+ years of call center quality monitoring and coaching
- Highly PC proficient
- Attention to detail and quality-oriented
- Multi-task oriented
- Exposure and/or interest in healthcare products and outcomes
- Ability to remain highly motivated in a fast-paced, multi-faceted environment
- Analytical thinker and problem solver
- Excellent listening and interpersonal skills
- Confident, approachable, and positive attitude
- Excellent oral and written communication skills
- Demonstrates personal responsibility (i.e., attendance, punctuality, ownership of day-to-day activities)