Quality Assurance Manager
Arlo Solutions
QA Associate
ConnectiveRx
full-time
Posted on:
Origin: • 🇺🇸 United States • Pennsylvania
Visit company websiteSalary
💰 $19 - $25 per hour
Job Level
JuniorMid-Level
About the role
- Coach Operations agents (peer to peer) on areas of opportunity for improvement found during evaluations and collaborate with training for new hires, refresher, and nesting training
- Perform and document results of all quality assurance evaluations on operational products and services, including benefit verification cases, patient assistance cases, software support calls/emails, inbound calls, and data entry
- Participate in internal, vendor, or client calibration meetings as required (does not lead them)
- Identify and escalate critical quality issues appropriately to senior management
- Utilize analytical skills to analyze data, processes, and workflows to provide actionable coaching for Operations Agents
- Assist with other QA-related functions and responsibilities as needed to meet department and company goals
- Audit work completed by Operations agents, send feedback to Operations leadership, attend meetings, help with data analysis, and perform other duties as assigned
- Availability to work occasional evening and/or weekend hours
Requirements
- Highschool or relevant experience
- 1 – 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at ConnectiveRx, 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
- Solid working knowledge of quality-orientated services such as accuracy management, performance metrics, customer experience/satisfaction, healthcare benefits, and SOP execution
- Health Care Experience required (claim processing, contact center, benefit verification, or similar industry experience)
- Call Center and/or Claim Processing experience is a plus
- Problem-solving, results-oriented, active listening, and high attention to detail
- Monitor telephone calls and communications between The Customer and The Customer Care Center; strong understanding of empathy in patient interactions
- Work in a matrix environment requiring strong collaboration skills
- Availability to work occasional evening and/or weekend hours to meet company and departmental goals as the business need arises
