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CAHPS Front Line Support

3 months ago

Livonia, Michigan, United States Qualtrics Full time

At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you'll be part of a nimble group that's empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won't have to look to find growth opportunities—ready or not, they'll find you. From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that's work worth doing.

CAHPS Front Line Support

Why We Have This Role
The intent of this position is to address rapid growth within healthcare that requires direct oversight of multiple customer support lines with expertise in regulatory programs for patient experience as well as health plans. This position would manage the inbound call lines for patients and health plan members for the individual CAHPS programs. This role is required to be bi-lingual in an effort to support both English and Spanish speaking customers. This role will directly support the tracking and monitoring of all customer calls for the purposes of program reporting, compliance and auditing.
This role will also provide additional support to the CAHPS project teams as needed. This additional support would include but is not limited to quality assurance, scanning small amounts of survey data, preparation of data files for analysis.,,

How You'll Find Success
  • Pleasant demeanor on phone and in workplace
  • Natural curiosity to learn and grow
  • Passion for quality accuracy in work
  • Ability to follow instructions and ask questions
  • Work in a collaborative fast paced environment
  • Be proficient in use of the Excel and Google docs


How You'll Grow
As you grow in this role, there will be opportunities to learn more about the behind the scenes data analytics through data submission and participate in educating internal teams on CAHPS programs.
In combination with the core duty of managing CAHPS Customer Support Lines, you will also have the opportunity to work on side projects that will help to build a better team environment, as well as to help it run more efficiently and expand our team's capabilities. As Qualtrics continues its exponential growth so does the Research Services team, and that means a need for scalable processes, continued innovation on our offer, and constant revisions to the current practices in order to fine tune and better our operations.

Things You'll Do
  • Responsible for CAHPS program customer support lines in accordance with program guidelines.
  • Quality Auditing of all customer support lines
  • Track all required quality checks
  • Assist with data processing and data quality assurance
  • Communicate any escalations or required follow-up to the CAHPS team.
  • Assist in monitoring websites for individual CAHPS program updates and trainings
  • Provide translation of written comments provided in Spanish to English on mail surveys
  • Maintain all toll-free numbers for all programs, including managing translations of voice mails
  • Assist with monitoring outbound Spanish phone calls conducted by phone vendor


What We're Looking For On Your Resume
  • Bachelor's degree
  • Proficient in Microsoft office and Google Suite (excel, Google Docs)
  • Clear and understandable in spoken English and Spanish
  • Ability to translate written Spanish
  • Comfortable in a fast-pace environment
  • Ability to communicate clearly and pleasantly in both written and verbal communication
  • Knowledge and experience with Customer Experience
  • Experience in execution of many aspects of CX program delivery, including: survey design and execution


What You Should Know About This Team
From managing the CAHPS customer support line, to cross functional team interfacing, to seeking ways to improve processes and scalability of our team, there are no boring days for our team members.
You will oversee the CAHPS Customer Support Lines across a wide variety of healthcare clients using standard guidelines and methodologies. This entails managing all phases of client implementation to on-going support, follow-up and auditing. Along the way you will consult and advise and educate patients on program standards, the importance of feedback, while coordinating resources to ensure high data quality, and provide updates to internal teams maintaining data accuracy.
Along with responding to patient inquiries both in English and Spanish, you will support the CAHPS Data Integrity Team with quality assurance tasks and tracking. You will have the opportunity to learn each CAHPS program and research program updates in an effort to keep customer and internal teams current on new program requirements.

Our Team's Favorite Perks and Benefits
  • Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
  • Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
  • 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
  • On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices


The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

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