Contact Center Specialist

Responsibilities

• Coach Operations agents (peer to peer) on areas of opportunity for improvement found during evaluations, collaborate with training for Operations agents (i.e., new hire, refresher, and nesting training)
• Performs and documents results of all quality assurance evaluations on all operational products and services, including (but not limited to) benefit verification cases, patient assistance cases, software support calls/emails, inbound calls from patients or health care providers, data entry, etc.
• Participates in internal, vendor, or client calibration meetings as required to address quality initiatives but does not lead them
• Identifies and escalates critical quality issues appropriately to senior management
• Affords assistance with other QA-related functions and responsibilities as needed to meet department and company goals
• Auditing work completed by Operations agents
• Sending feedback to Operations leadership on agent performance
• Attending meetings, helping with data analysis, and other duties as assigned

Requirements

• Experience: 1 - 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at healthcare client, or equivalent experience in a similar role in another company, or 1 - 3 years of prior quality control experience
• Moderate Excel ability (data validation, data entry, tables, simple formulas)
• Experience with technical writing (e.g., SOPs, User Manuals, Work Instructions), typing, and PowerPoint ability
• Knowledge: Solid working knowledge of quality-orientated services such as accuracy management, performance metrics, customer experience/satisfaction, healthcare benefits, and SOP execution
• Health Care Experience is required, specifically claim processing, contact center, benefit verification, or similar industry experience
• Call Center and/or Claim Processing experience is a plus
• Problem-solving, results-oriented, active listening, and high attention to detail

Qualifications

• A strong understanding of empathy across the Customer Care Center is required in all patient interactions
• Ensure provision of exceptional customer service required in customer care case management engagement
• Work in a matrix environment requiring strong collaboration skills

Skills

• 1 - 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at healthcare client, or equivalent experience in a similar role in another company, or 1 - 3 years of prior quality control experience

About US Tech Solutions

About US Tech Solutions: US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com. US Tech Solutions is an Equal Opportunity Employer.