Job Title
Quality Analyst (Remote, Work at Home)
Overview
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics.
Key Responsibilities
- Remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in CRS and appropriate documentation.
- Completes established monitoring objectives in accordance with applicable SOP’s.
- Provides written and oral feedback to the Reps on all calls monitored.
- Completes daily statistical reports and spreadsheets according to standard procedure.
- Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.
- Attends monthly department meetings to calibrate monitoring measurements.
- Notifies management immediately of serious infractions in a Customer Service Representative’s call quality.
- Follows all client SOP’s and applicable work-related guidance documents.
- Responsibility may include taking Supervisory calls and escalations.
Required Skills & Experience
- High School Diploma or GED.
- Demonstrated written and verbal communication skills.
- Excellent time management skills.
- Must be detail oriented.
- Basic knowledge of PC applications for word processing, spreadsheet, etc.
- Six months – 1 year experience with call center or related field.
Benefits
- Medical, Dental, Vision, Life Insurance.
- Short-Term and Long-Term Disability.
- Flexible Spending Account, Life Assistance Program.
- 401K with employer contribution.
- PTO and Sick Time.
- Tuition Reimbursement.
Location
, USA
Equal Opportunity Statement
Sagility is proud to be equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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