Contact Center Quality Assurance Specialist, Geisinger Health Plan (East Coast resident / EST )

Geisinger•Work from home (Pennsylvania), PA

1d•Remote

About The Position

Responsible for completing audits and reviews of incoming and outgoing telephone calls and follow-up work to ensure HIPAA and departmental standards are met. Responsible for activities involving employee and departmental quality, including compliance with the applicable customer service and scheduling results through detailed audit reviews. Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Requirements

High School Diploma or Equivalent (GED)
Minimum of 4 years-Relevant experience
Communication
Computer Literacy
Teamwork
Working Independently

Nice To Haves

East Coast resident / EST
Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Responsibilities

Develops and modifies quality assurance monitoring forms and documents.
Maintains employee audit logs.
Performs quality reviews of randomly selected telephone calls to facilitate employee standard of performance.
Performs quality reviews of randomly or focused scheduled appointments to facilitate adherence to guidelines and expectations.
Compiles, tracks and analyzes area-specific data to ensure continuous monitoring and improvements within the current processes, and reports on any identified patterns or trends.
Assists in development of action plans to achieve and sustain improvements in access and scheduling process.
Participates in the development of project plans with project personnel, including the development of the quality audit schedule.
Assists in the development of quality assurance policies and procedures.