Contact Center Quality Assurance Specialist, Geisinger Health Plan (East Coast resident / EST )

Location:

Work from home (Pennsylvania)

Shift:

Days (United States of America)

Scheduled Weekly Hours:

40

Worker Type:

Regular

Exemption Status:

No

Job Summary:

Responsible for completing audits and reviews of incoming and outgoing telephone calls and follow-up work to ensure HIPAA and departmental standards are met. Responsible for activities involving employee and departmental quality, including compliance with the applicable customer service and scheduling results through detailed audit reviews.

Job Duties:

• Develops and modifies quality assurance monitoring forms and documents.
• Maintains employee audit logs.
• Performs quality reviews of randomly selected telephone calls to facilitate employee standard of performance.
• Performs quality reviews of randomly or focused scheduled appointments to facilitate adherence to guidelines and expectations.
• Compiles, tracks and analyzes area-specific data to ensure continuous monitoring and improvements within the current processes, and reports on any identified patterns or trends.
• Assists in development of action plans to achieve and sustain improvements in access and scheduling process.
• Participates in the development of project plans with project personnel, including the development of the quality audit schedule.
• Assists in the development of quality assurance policies and procedures.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Position Details:

Education:

High School Diploma or Equivalent (GED)- (Required)

Experience:

Minimum of 4 years-Relevant experience* (Required)

Certification(s) and License(s):

Skills:

Communication, Computer Literacy, Teamwork, Working Independently

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.

• KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
• EXCELLENCE: We treasure colleagues who humbly strive for excellence.
• LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
• INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
• SAFETY: We provide a safe environment for our patients and members and the Geisinger family. 

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.

We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all.  We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.