Customer Service Quality Assurance Specialist

3 weeks ago


Golden, Colorado, United States UnitedHealth Group Full time
Customer Service Quality Assurance Specialist

At UnitedHealth Group, we are committed to delivering high-quality care to our patients. As a Customer Service Quality Assurance Specialist, you will play a critical role in ensuring that our customer service representatives meet the highest standards of quality and excellence.

Key Responsibilities:

  • Conduct audits of customer service calls to identify areas for improvement
  • Provide coaching and feedback to customer service representatives to enhance their performance
  • Analyze data to identify trends and make recommendations for process improvements
  • Participate in calibration sessions to ensure consistent scoring of customer service calls
  • Interact with leadership to aid in overall staff development

Requirements:

  • High school diploma or equivalent required
  • 1+ year of call center experience or medical office experience
  • 2+ years of customer service experience
  • Intermediate experience with Microsoft Excel
  • Basic experience with Microsoft Word

Preferred Qualifications:

  • Knowledge of HIPAA
  • Knowledge of commercial (HMO/PPO) and Medicare products
  • Auditing experience or certification
  • 1+ year of experience working in quality assurance

Telecommuting Requirements:

  • Reside within commutable distance of 1707 Cole Blvd Suite 100, Golden, CO 80401
  • Ability to keep all company sensitive documents secure
  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Compensation and Benefits:

The hourly range for this position is $32.55 per hour. UnitedHealth Group offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution.



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