QA Analyst (Health Services)

BLDG SVC 32 B-J•New York, NY

2d•Onsite

About The Position

The 32BJ Health Fund is a multiemployer labor management fund that provides health benefits to members of SEIU Local 32BJ and their dependents. The Fund is self-insured and responsible for efficiently managing its resources as it provides comprehensive coverage for approximately 200,000 people across multiple states and Washington, DC. The Fund offers benefits for medical, hospital, prescription drug, vision, dental, short- and long-term disability, and life insurance. The Health Fund is one of five benefit funds administered by the 32BJ Benefit Funds. To ensure that it can deliver cost-effective, high-quality care, the Fund has embraced value-based plan design and innovative purchasing strategies that encourage participants to use healthcare models and programs that provide primary care and other cost-effective benefits, including the 32BJ Maternity Program and the 32BJ Health Fund Centers of Excellence for Joint Replacement and Weight Loss (Bariatric) Surgery. The Fund operationalizes this strategy by actively managing its plans and provider networks and by investing in forward-looking policies that lower healthcare costs while maintaining quality of care. The 32BJ Health Fund seeks a Quality Assurance (QA) Analyst to provide technical assessments of member calls and notations in our corporate systems made by Health Services staff, including but not limited to the Patient Advocates (PA) and the Patient Coordinator. Reporting to the Supervisor, Health Services Quality Assurance, the QA Analyst will perform concurrent monitoring and assessment of phone calls, perform quality control on notes, and produce reports on audits, noting trends and making recommendations for improvement/change. Additionally, the QA Analyst will identify workflow deficiencies and report them to the Health Services Management Team, conduct telephonic member surveys on program participation, as well as perform other duties and work for special projects as assigned by management.

Requirements

3+ years of experience in call center operations, healthcare operations, health services, or a related field.
Expert knowledge of internal corporate systems (Dynamics, Cisco, V3, etc.), the benefits offered by the Fund, and Health Services standard operating procedures.
Strong experience in member call and note taking requirements.
Demonstrates attention to detail, quality, and consistency.
Outstanding written, oral communication, and interpersonal skills.
Must be able to maintain the highest level of confidentiality and high credibility when assessing customer care protocols.
Embraces the mission, purpose, and vision of the 32BJ Health Fund
Able to work both independently and collaboratively within a team-oriented environment while maintaining independent judgement.
Must possess superior ability to provide constructive support and promote positive morale.
Strong organizational and time management skills with the ability to manage multiple priorities.
Ability to remain objective, fair, and consistent when conducting quality reviews and evaluations.
Demonstrate a continuous and proactive mindset.
Speak, read, write, and understand English & Spanish required.

Nice To Haves

Prior knowledge conducting call audits, quality reviews, and performance evaluations preferred.
Associate degree or equivalent work experience in the healthcare industry preferred.

Responsibilities

Perform concurrent monitoring/assessment and scoring of phone calls between 32BJ members and PA’s to determine the accuracy of the PA’s response, professionalism, timeliness, telephone presentation skills, and the level of responsiveness provided by the PA towards the member.
Perform quality control on the timelessness and accuracy of the PA’s documentation in Microsoft Dynamics, vendor systems, and internal systems to ensure corporate standards were observed and that the notes coordinate with what occurred during the member call.
Analyze quality review results, performance metrics, and operational data to identify trends, recurring issues, root causes, and opportunities for process improvement.
Identify deficiencies, investigate and determine the reasons for errors, develop recommendations, and produce reports on findings for review with management.
Identify training needs for PA and advise management of what to address with individual PA’s.
Provide feedback to management of any trends and prevalent processing errors that indicate a system problem.
Identify exceptional PA’s performance and recommend employee recognition when appropriate.
Assist in the development, maintenance, and enhancement of quality standards, audit tools, scorecards, procedures, and performance measurement methodologies.
Conduct telephonic surveys on Health Fund programs in a timely manner.
Support departmental audits, compliance reviews, and special projects focused on improving operational efficiency, quality outcomes, and the member experience.
Perform other duties as requested by Management.