Evry Health

Customer Support Quality Assurance Analyst

Evry Health

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Perform a wide range of quality responsibilities aimed at maintaining service excellence and driving continuous improvement in the member/provider experience.
  • Listen to and score a minimum of 2-3 calls per CSR weekly, focusing on the accuracy of information given in each call and the professionalism displayed. Is the CSR representing the Evry brand in each interaction?
  • Audit 2 email support cases per CSR weekly to ensure all facets of the written response are accurate, the response is thorough and utilizes proper grammar/punctuation. All communications should be at the highest level of professionalism and reflect a willingness to assist.
  • Become a SME in customer support, utilizing all tools and desk level procedures to guide evaluation of CSR performance. Propose documentation updates or changes to enhance the CSR experience.
  • Assist with training new customer support team members as needed.

Requirements

  • You have a minimum of 3-5 years commercial health plan experience
  • You have 1-2 years’ experience performing the QA function in customer support and understand the criticality of the standards to be met.
  • You have a solid knowledge of medical and insurance industry terminology.
  • You are an excellent communicator, both verbally and in writing and can articulate and communicate complex topics to a broad audience.
  • You can perform comfortably in a fast-paced, deadline-oriented work environment.
  • You possess strong attention to detail and problem-solving skills with a high level of accuracy.
  • You are not afraid to express new ideas or suggestions for improving processes.
  • You are skilled at identifying and implementing tools to improve the QA process, including QA reporting and tracking mechanisms to allow easy identification of trends or quality issues.
  • You collaborate with and support business and operational units across the organization.
  • You are proficient in Microsoft Office applications Word, Excel, Outlook OneNote, etc.
  • You have prior experience using a CRM, preferably Salesforce.
Benefits
  • Competitive salary
  • Comprehensive health, dental, and vision insurance as well as life and disability
  • Retirement savings plan with company match
  • Generous time off/vacation
  • Professional development opportunities
  • Flexible and remote work environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
quality assurancecustomer supportQA reportingtracking mechanismsattention to detailproblem-solvingmedical terminologyinsurance terminology
Soft Skills
communicationprofessionalismcollaborationtrainingprocess improvementadaptabilitycreativity