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

About the Role

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

Responsibilities

• 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 ensure adherence to guidelines and expectations.
• Compiles, tracks, and analyzes area-specific data to ensure continuous monitoring and improvements within current processes, and reports on identified patterns or trends.
• Assists in the development of action plans to achieve and sustain improvements in access and scheduling processes.
• Participates in the development of project plans with project personnel, including 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.

Requirements

• High School Diploma or Equivalent (GED) (Required)
• Minimum of 4 years of relevant experience (Required)

Benefits

• Healthcare benefits for full-time and part-time positions from day one, including vision, dental, and coverage for domestic partners.
• Atmosphere of collaboration, cooperation, and collegiality encouraged from senior management down.