The Quality Assurance Specialist I supports the Call Center with quality-based initiatives, call monitoring, team member coaching, trend analysis, reporting and monitoring phone calls with standardized form while evaluating each interaction monitored. The Quality Assurance Specialist I will be expected to meet monthly minimums that will include volume numbers set for exact number of calls heard throughout the center and be accountable for storing data as one on ones will include documented feedback from the QA specialist. Additionally the Quality Assurance Specialist I will conduct weekly call calibration sessions to ensure consistency with call scoring within the Call Center, work with appeals process and provides fairness, provide quality performance reporting and develop initiatives to enhance quality scores and participate in meetings to give feedback on productivity and possible coaching opportunities.
KEY SUCCESS FACTORS
The ideal Quality Assurance Specialist candidate has 1+ years of healthcare experience is proficient in all Microsoft Applications including Word, Excel, and PowerPoint; has excellent verbal, written, and electronic communication skills and has the ability to work in fast paced, ever changing environment.
Benefits Our competitive benefits package includes Immediate eligibility for health and welfare benefits, 401(k) savings plan with dollar-for-dollar match up to 5%, Tuition Reimbursement, PTO accrual beginning Day 1. Please note, benefits may vary based upon position type and/or level.
EDUCATION: High School Diploma/GED or equivalent experience required
EXPERIENCE: 1+ Years' experience required
Baylor Scott & White Health