Quality Assurance

Unite Health Share Ministries (UHSM) is a nonprofit, faith-based health sharing ministry that facilitates member-to-member health sharing among fellow Christians, serving as a connector to administer medical cost sharing. The UHSM mission is to help Christian families fulfill their God-given purpose to care for one another and to positively impact our communities. Headquartered in Norfolk, VA, UHSM takes a modern approach to health sharing that prioritizes holistic health and wellbeing. UHSM offers simple, fair, and friendly health share programs to its members.

About This Role
We are searching for a qualified applicant for our Quality Assurance & Compliance Specialist Role. This person will play a crucial role in evaluating the performance of our customer care professionals. This includes conducting quality assurance checks on phone calls, emails, chats, and all member interactions across various departments to ensure adherence to quality and compliance standards. This role will also be managing and processing new business and program change applications such as new applications, processing cancellations, contacting clients for payment declines, and ensuring application accuracy and completion.

Key Responsibilities

• Process new business and applications, including detailed eligibility reviews, fulfillment of pending requirements, client notices (e.g., Age Out, Declines), application completion, etc.
• Review, assess, and audit phone calls, emails, and chats with members
• Handle operational tasks, including cancellations, program changes, self-enrollments, retention saves, healthy discount , etc.
• Provide actionable feedback departmentally to ensure excellence across all support functions
• Report any violations found during audits and providing constructive feedback to drive improvements while ensuring it has been resolved effectively
• Generate comprehensive daily, weekly, and monthly reports reflecting support performance and outcomes
• Identify training needs based on performance evaluations and collaborate with manager to discuss feedback/plan for improvements
• Conduct outbound calls to members as needed

Please Note: This job description is intended to give a general overview of the role's responsibilities and requirements. As our company continues to grow and evolve, the responsibilities of this position may change and expand. We are looking for candidates who are adaptable and open to taking on new challenges and opportunities as they arise.

Required Qualifications

• High School Diploma / GED (or higher)
• At least 1 year of relevant experience
• Exceptional ability to spot discrepancies and review information meticulously
• Strong interpersonal skills with the ability to deliver constructive feedback effectively and conduct outbound calls professionally
• Proficiency in Microsoft Office Suite

Preferred Qualifications

• Experience in the insurance industry
• Previous experience as a Customer Service Representative

What we offer

• Competitive Hourly + Health, Dental, Vision,and403(b).
• Ability to make important enhancements to the Healthcare industry.
• Great culture where you work with the founders and key stakeholders in a relaxed, but innovative atmosphere.

UHSM is an Equal Opportunity Employer. Our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law and will not be discriminated against on the basis of disability.