Pittsburgh, PA30+ days ago
Participates in internal, vendor, or client calibration meetings as required to address quality initiatives but does not lead them Identifies and escalates critical quality issues appropriately to senior management Assists with other QA-related functions and responsibilities as needed to meet department and company goals Availability to work occasional evening and/or weekend hours to meet company and departmental goals as the business need arises Auditing work completed by Operations agents Sending feedback to Operations leadership on agent performance Attending meetings, helping with data analysis, and other duties as assigned What we need from you: Highschool or relevant experience 1 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at ***, or equivalent experience in a similar role in another company, or 1 3 years of prior quality control experience Moderate Excel ability (data validation, data entry, tables, simple formulas) Experience with technical writing (e.g., SOPs, User Manuals, Work Instructions), typing, and PowerPoint ability. What you will do: Coach Operations agents (peer to peer) on areas of opportunity for improvement found during evaluations, collaborate with training for Operations agents (i.e., new hire, refresher, and nesting training) Performs and documents results of all quality assurance evaluations on all operational products and services, including (but not limited to) benefit verification cases, patient assistance cases, software support calls/emails, inbound calls from patients or health care providers, data entry, etc.