Service Unit Quality Assurance

About the Role

This position is responsible for performing quality assurance for Service Unit production and to work and coordinate with the quality teams of Membership. Delivering feedback to representatives and leadership staff for appropriate coaching actions. Assisting with the evaluation of unit and department policies and procedures and being available to communicate, and assist others, with problem solving, coaching, and process improvements. This position is eligible to work onsite at our Topeka campus. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment.

Responsibilities

• Perform random quality checks of Service Unit production to ensure that information sent to members is correct.
• Meet turnaround times that ensure staff can achieve individual, departmental, and corporate goals and to ensure errors are identified and addressed at the earliest possible time.
• Participate in and possibly lead meetings and other events as it pertains to the quality assurance goals for the company, department and unit.
• Perform daily quality checks and reporting accuracy and completion of tasks.
• Assists with feedback to supervision on the types of errors made. Make suggestions on coaching, procedure clarifications, and procedural changes to improve accuracy levels.
• Enters employee accuracy data into the Service Unit Accuracy database so reports can be used for performance evaluations and reporting accuracy levels for employees, the unit, and department.
• Meets with other employees and supervision to ensure consistency and to share ideas for improvement.
• Serve on cross departmental or cross divisional teams/meetings as needed for supervision regarding quality, additional education, and coaching.
• Monitor the status of work items being checked to ensure necessary corrections are completed and mailed within timeliness guidelines.
• Answer questions on corporate policies, membership procedures, and state and federal laws as applicable to Service Unit for BCBSKS staff.
• Must comply with corporate information security policies, standards, and guidelines related to access control.
• Performs other job-related projects as assigned by management.

Qualifications

• High school graduate or equivalent required.
• Additional education in business, communications, or related field preferred.

Skills

• Knowledge of Membership systems and ability to use information to review Service Unit activities to determine if mailing content is correct.
• Ability to analyze Membership policies, procedures, and processes.
• Ability to identify quality control issues on new or changing products, procedures, government laws, mandates, and policies at the individual, unit, and department level.
• Ability to communicate with supervision when additional training, procedures or materials are needed.
• Ability to maintain productivity standards as outlined, adhere to corporate compliance program, and complete annual required trainings, while maintaining confidentiality.
• Must be able to use judgement to interpret different quality situations, critical thinking skills, and problem solving.

Benefits

• Incentive pay program (EPIP)
• Health/Vision/Dental insurance
• 6 weeks paid parental leave for new mothers and fathers
• Fertility/Adoption assistance
• 2 weeks paid caregiver leave
• 401(k) plan matching up to 5%
• Tuition reimbursement
• Health & fitness benefits, discounts and resources
• Paid vacation and sick leave with paid maternity and paternity available immediately upon hire