Quality Professional, Growth and Retention

Care Delivery Call Quality ProfessionalBecome a part of our caring community and help us put health first. The Care Delivery Call Quality Professional works within the PCO Growth and Retention group. The Care Delivery Call Quality Professional will be responsible for auditing, training, and monitoring the Tele Sales Agents who are responsible for converting Medicare eligible callers to patients. The Care Delivery Call Quality Professional is responsible for conducting quality assurance reviews of service recovery interactions, resolving escalated patient concerns with empathy and efficiency, and providing actionable feedback to improve frontline service delivery. The Care Delivery Call Quality Professional ensures that quality and productivity standards are maintained while working independently.Role ResponsibilitiesMaintain Quality Assurance scorecardAlign with Training on curriculum, process and procedure, updates and enhancementsDocument quality issues and performance measuresMonitor and evaluate the quality of inbound and/or outbound Telesales callsProvide coaching and feedback to Telesales AgentsPartner with PCO Sales, Retention, Patient Experience and Sales Operations leadershipReview and approve Sales and Retention Incentive Plan exceptionsResearch and process NPS invalidationsManage NPS escalations and feedback loopRequired QualificationsComfortable working in a telephonic intensive environmentProficient in Microsoft Outlook, Word and Excel. Ability to multi-task and navigate through various software platformsDemonstrate strong active listening and verbal communication skillsPassionate about contributing to an organization focused on continuously improving consumer experiencesBilingual in English/Spanish with the ability to speak, read and write in both languages without limitations or assistancePreferred QualificationsBachelor's Degree2+ years of experience in a call center, patient experience, or customer service roleTelephonic Sales, service recovery and/or call quality auditing experienceUnderstanding of value-based primary care and/or Medicare AdvantageFamiliarity with healthcare systems and patient satisfaction metrics (e.g., CAHPS)To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.Scheduled Weekly Hours 40Pay Range $71,100 - $97,800 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 12-31-2025About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient's well-being.About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation's largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements.