Quality Audit Specialist

Mindlance

Nashville, TN(remote)

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JOB DETAILS

SKILLS

Auditing, Broadband, Call Monitoring, Centers for Medicare and Medicaid Services (CMS), Change Management, Coaching, Communication Skills, Content Management Systems (CMS), Detail Oriented, Fiber Optic Cable, Health Insurance, High School Diploma, Internet Service Providers, Leadership, Maintain Compliance, Medicare, Mentoring, Metrics, Multitasking, Organizational Skills, Presentation/Verbal Skills, Process Improvement, Regulations, Risk Analysis, Sales, Scripting (Scripting Languages), Telesales, Time Management, Training/Teaching, Writing Skills

LOCATION

Nashville, TN

POSTED

1 day ago

Quality Audit Analyst - this is part of the AEP hiring team
Fully remote
pay rate: ***/hour
SUMMARY
Completes day-to-day Quality Review and Audit tasks of Telesales Agents that align to CMS rules and regulations when interacting with a Medicare beneficiary. May assist in more complex audits when necessary. Tasks involve a high degree of time management, forward planning and anticipation of needs/issues.
RESPONSIBILITIES
Perform “live” call monitoring of Telesales Agents to ensure CMS compliance guidelines are achieved
Review and evaluate recorded call interactions between internal agent and customer
Maintain reporting metrics as a tracking resource
Provide feedback to Supervisors and Managers regarding Agent performance and compliance adherence
Provides support locating calls recordings to departments within Medicare Growth organization
Performs additional audit assignments as directed by Direct-to-Consumer Leadership
Provides training as needed to Agents regarding telephonic evaluations
Ensures that Direct-to-Consumer agents adhere to CMS filed telephonic scripts and agent workflows
Collaborate with peers to ensure consistency in Agent workflows and processes
Track and trend monitoring results to identify risks/determine areas of improvement
Drives strong quality audit results; resolves sources of audit issues and translates to effective training, coaching, mentoring and process improvement.
QUALIFICATIONS
High School Diploma and 3 or more years work related experience required, Bachelor’s Degree highly preferred
Experience working in a Telesales environment during the CMS Annual Enrollment Period
Knowledge of CMS compliance policies and procedures preferred
High attention to detail, quality and accuracy required
Strong coordination and organizational skills and ability to communicate effectively and follow-up where needed
Fast-learner and multi-tasking skills
Ability to work independently and within a team environment in a matrixed environment required
Strong interpersonal and prioritization skills preferred
Sales and/or training experience recommended
Excellent listening, written and verbal communication skills required
Adaptability, flexibility, and ability to manage through change in a fast-paced environment required
REQUIREMENTS
Health and Accident Insurance License
Must be available to work a flexible schedule that may include weekends and the day after Thanksgiving.
AHIP/Medicare Certification
Internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”

About the Company

Mindlance

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