Senior Quality Assurance Specialist
3 weeks ago
The Care Delivery Call Quality Professional works within the Engagement Marketing group at CenterWell, a Humana company. This role is responsible for auditing, training, and monitoring Tele Sales Agents who convert Medicare eligible callers to patients. The professional will ensure quality and productivity standards are maintained while working independently.
Key Responsibilities
- Maintain Quality Assurance scorecard
- Align with Training on curriculum, process, and procedure updates and enhancements
- Document quality issues and performance measures
- Monitor and evaluate the quality of inbound and/or outbound Telesales calls
- Provide coaching and feedback to Telesales Agents
Requirements
- Comfortable working in a telephonic intensive environment
- Proficient in Microsoft Outlook, Word, and Excel, with the ability to multi-task and navigate through various software platforms
- Demonstrate strong verbal communication skills
- Passionate about contributing to an organization focused on continuously improving consumer experiences
Preferred Qualifications
- Bachelor's Degree
- Telephonic Sales and/or call quality auditing experience
- Understanding of value-based primary care and/or Medicare Advantage
- Bilingual in English/Spanish with the ability to speak, read, and write in both languages without limitations or assistance
About CenterWell
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. 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 veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or protected veteran status, and to base all employment decisions only on valid job requirements.
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