Description

American Specialty Health Incorporated is seeking a Quality Analyst I to join our ASHCare Member Support team. This position will complete quality assessments and reviews for all frontline functional personnel in call center and customer service operations. Partners with training and supervisory staff to provide identified opportunities for improvement and makes recommendations on areas that staff may need new, ongoing, or remedial training.

Remote Worker Considerations: 

Remote Worker Guidelines: This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network. The internet connection must have a consistent 50 down/10 up Mbps minimum internet speed. 100 down/20 up is recommended to support higher quality video meetings.

Responsibilities

• Completes quality audits on all frontline functional staff.
• Completes quality audits in accordance with current department protocol. Uses designated tools to ensure correct quantities and turnaround times are adhered to within designated accuracy standards.
• Provides written and verbal feedback to management on staff quality scores.
• Assists with routine and ad-hoc requests to review recorded calls, emails, or forms.
• Maintains detailed documentation of all audit practices, results, and findings per established protocols.
• Works with leadership to prioritize and provide status of assignments to Management.
• Maintains confidentiality of all reports, files, schedules, databases, and documents, as well as all member, provider, and proprietary information.
• Maintains strong knowledge in customer service standards and practices.
• Distributes and tracks audits according to department protocol.
• Serves as a mentor upon request from leadership to work with staff members needing improvement.
• Identifies and submits requests to update Knowledge Management resources and processes to ensure content is current and accurate.
• Creates an environment that promotes openness and fairness for quality review.

Qualifications

• High school diploma or GED required.
• Minimum 1 year experience with Call Center or Customer Service operations, preferably in a Managed Care or Health Care environment.
• Computer proficiency in MS Office; Outlook, Word, Excel, PowerPoint. SharePoint experience desired.
• Minimum 1 year experience completing call center quality audits preferred.
• Experience in at least one of the following areas highly preferred: Knowledge Management development with documentation experience, tracking, reporting, and delivering feedback.
• Strong verbal and written communication skills required.
• Experience with formal Continuous Improvement approaches and has a strong critical thinking and operational mindset.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility

Primarily sedentary, able to sit for long periods of time. 

Physical Requirements

Ability to speak, see and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within the facility. Capable of using a telephone and computer keyboard. Ability to lift up to 10 lbs.

Environmental Conditions

Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. 

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.

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