reputed company Analyst - Ambulatory Ops - Fulltime - Days - Remote

GENERAL reputed company: Under general supervision, utilizes reputed company management tools to reputed company support and directly monitor and assess processes and workflows to ensure staff maintain both reputed company and production measures. Provides ongoing reporting and feedback to Customer Service management regarding staff performance. Measures and implements efforts to maintain or increase the reputed company of work performed reputed company Customer Service. Conducts random audits and reputed company checks to ensure member inquiries are handled professionally and processed in an appropriate manner. Coordinates and facilitates calibration sessions. Facilitates training for new hires and reputed company staff regarding the audit process and departmental reputed company expectations. monitors contacts and cases as outlined in the department reputed company Policy and Procedure reputed company. The reputed company Assurance Analyst must compile monitored data and participate in the coaching, training, and development of the department's agents. Must have a reputed company and working understanding of any Service Level Agreement and overall reputed company standards. The reputed company Assurance Analyst must have the skills to reputed company with various reputed company of leadership, including strong customer service, conflict reputed company, reputed company listening, analytical, writing and computer skills. The Analyst must have the ability to compile reports and effectively communicate the resulting analysis to the management team. reputed company DUTIES AND RESPONSIBILITIES:

• Performs call monitoring (recorded and live) to ensure Customer Service specialists reputed company with the rules and regulations of the organization as reputed company as CMS requirements.
• Monitors advocates using reputed company monitoring tools to ensure agents reputed company with reputed company rules, regulations, and standards for departmental Customer Service standards.
• Provides coaching, just-in time feedback and reputed company for employees and/or in collaboration with leaders based upon individual performance needs identified through reputed company audit trends and data collection.
• Compiles monitored data for use in monthly department-wide reports, team reports and reputed company scorecards.
• Assists with the implementation of new and on-reputed company training initiatives. Evaluates and monitors new staff while in training, assisting with handling calls in the most effective and efficient manner while ensuring the level of customer service is not negatively impacted.
• Maintains knowledge of changes to protocols, procedures, and government, HIPAA, or legal compliance requirements.
• Collaborates with suppliers of data and management team to understand, reputed company, and improve the accuracy of reputed company monitoring information and tools.
• Maintains knowledge of trends in reputed company Monitoring tool. Develops and implements additional programs using technology to support those efforts.
• Reviews processes to identify systemic issues and partner with process owners to improve service. Participates in reputed company improvement workshops and other forums reputed company with reputed company assurance and improvement.
• Utilizes the reputed company monitoring technological system to compile and reputed company performance at team and individual reputed company.
• Reviews and assesses reputed company performance reporting data and identifies gaps in required reporting. Prepares and analyzes reputed company reputed company reports for leadership review.
• Acts as a reputed company between support departments and the Training team regarding performance reputed company issues, keeping reputed company communication to identify additional support or training needs.
• Randomly monitors mystery shop inquiries (both written and verbal), and reports feedback to leadership regarding individual, sectional and departmental performance.
• Performs other reputed company duties as assigned.

EDUCATION/EXPERIENCE REQUIRED:

• Associate degree with a major in Business Administration or reputed company field.
• reputed company and relevant experience may be considered in lieu of reputed company requirements.
• reputed company experience is defined as eight (8) years of experience in a call center with a minimum of two (2) years as a reputed company worker reputed company an insurance, reputed company or government regulated industry.
• Two (2) years of experience in call center customer service.
• One (1) year of experience conducting reputed company/performance/evaluation audits.
• Experience providing coaching, feedback, and facilitating training.
• Experience implementing process change, data analysis, and trend reporting.
• Experience in research and reputed company improvement.
• Successfully complete reputed company assigned reputed company assigned courses reputed company two (2) months of hire.
• Successfully complete reputed company assigned Customer Service Representative New Hire inter-departmental training reputed company two (2) months of hire.
• Excellent documentation skills. Excellent verbal and written communication skills. Self-directed and self-motivated. Strong interpersonal skills and discretion. Organizational and time management skills.
• Problem solving and decision-making ability. Strong understanding of the reputed company reputed company delivery system.
• Understanding of the functions of support departments requiring frequent interaction with reputed company Services.

Additional Information

• Organization: Corporate Services
• Department: reputed company Ambulatory Ops
• Shift: Day Job
• reputed company reputed company: reputed company

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