Financial Services Specialist (Quality Assurance)

Northwell•Melville, NY

About The Position

We, at Northwell Revenue Cycle, want to ensure that we help our customers maintain the same exceptional experience they received while getting care when it’s time to understand and pay their bill. As a Quality Assurance Specialist, you are responsible for assessing the quality of the performance of frontline team members for Revenue Cycle Call Center. You will monitor all servicing interactions, including inbound and outbound calls, webchat and/or email communications. Quality process includes call audits, analysis and reporting.

Requirements

Minimum of three (3) years customer service experience.

Nice To Haves

Proficiency in Microsoft Office Outlook, Word and Excel.
Avaya WFO/QM experience preferred.
Reporting capabilities preferred.
Ability to work effectively with management and part of a team to meet targets.
Strong attention to detail and accuracy skills.
Customer service focus with experience actively listening, eliciting information, comprehending customer issues/needs, and recommending solutions.
Excellent verbal, written, and interpersonal communication skills.
Effective organizational, multi-tasking, and prioritizing skills.
Ability to handle information professionally and confidentially.
Ability to articulate complex concepts in a clear manner.
Ability to follow policies, procedures, and regulations.
Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment.
Minimum of three (3) years health care customer service experience, preferred.
Medical Billing experience, preferred.

Responsibilities

Perform call monitoring.
Accurately & effectively audit/evaluate CSR interactions using the appropriate quality measurement tools.
Log evaluation results in corresponding database.
Identify errors/service issues and provide feedback according to established processes and timelines.
Uphold all compliance-related processes, ensuring accurate and timely reporting of reportable breaches.
Track observed trends to assist with coaching/training opportunities.
Deliver trainings of Quality program as needed.
Participate in call calibration sessions for call center staff, as needed.
Provide feedback, insights/data & recommendations to internal support groups and leadership.
Collaborate with Training team to support frontline team member success.
Create educational content through use of creative design tools.
Support Corporate Compliance liaison functions.
Continuously uphold knowledge of department and organization processes/workflows and general information.
Exhibit a passion for customer experience.