Member Coach Sat Analyst

Elevance Health • Atlanta, GA

25d • Hybrid

About The Position

Member Coach Sat Analyst Location: This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. This position will be based in Nashville Tennessee, Atlanta Georgia, Norfolk Virginia or Tampa/ Miami Florida. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law. Schedule: This position will work an 8-hour from shift 8:00 am - 5:00 pm (EDT) Monday to Friday. Additional hours may be necessary based on company needs. A proud member of the Elevance Health family of companies, Carelon Behavioral Health uses our powerful combination of experience, expertise, dedication and compassion to see what's possible and what's better. Born out of one of the largest healthcare systems organization in the United States, our rich history gives us a unique and valuable perspective on how to solve the most pressing healthcare challenges. The Member Coach Sat Analyst is responsible for supporting a coaching rich environment focused on ensuring customer care associates perform at a consistently high level. How you will make an impact.

Requirements

• Requires HS diploma or equivalent and a minimum of 2 years of related experience; or any combination of education and experience which would provide an equivalent background.

Nice To Haves

• Previous leadership experience preferred.

Responsibilities

• Monitors telephone interactions with customers and clients to ensure accurate information and processes are communicated and utilized, and quality results are attained, completes call evaluations utilizing company data mining software, provides feedback and support to customer care representatives to further develop the high-performance culture.
• Conducts coaching sessions regularly with customer care representatives to review plans to improve performance while integrating recommendations for improving customer interactions.
• Focuses on further developing and enhancing processes, procedures and technical tools to provide efficiency and effectiveness for customers resulting in their increased satisfaction.
• Collaborates with unit leadership to meet customer service quality outcomes for the customer service scorecard metrics, identifies systems, process, and procedure related problems via communication with customer care representatives.
• Works collaboratively with operations staff and leadership.
• Conducts monthly analysis of customer service scorecard metrics or outcomes for customer care representatives and management.

Benefits

• We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED