Customer Service Quality Assurance Specialist in Woburn, MA at Beacon Health Options

Date Posted: 6/28/2018

Job Snapshot

Job Description

General The Customer Service Quality Assurance Specialist builds customer loyalty by enhancing the service quality of the Customer Service Department through monitoring calls and correspondence quality as well as supporting assigned supervisors in the staff feedback and development processes.

Duties and Responsibilities

Monitor, evaluate and document member or provider calls for randomly designated staff to ensure staff responses meet quality standards, and provides supervisors/customer service representatives with call coaching quality data.  Supports assigned supervisors to ensure frequent feedback and developmental opportunities are provided to the Customer Service staff.

Coordinate the compilation of inquiry monitoring evaluations and efficiency data to prepare for efficient call coaching sessions.  Provide customer service representatives with an action plan for process improvement if needed.

Audit the timeliness and accuracy of both written and telephonic inquiry resolution requests made by Customer Service staff, as appropriate.

Recommend process improvements or training opportunities to improve overall service quality by identifying trends in inquiry monitoring.

Assure integrity and confidentiality of call monitoring documentation.

Participate in regular Customer Service Quality Assurance team meetings to generate ideas for performance improvement, service delivery, and cross-functional initiatives that contribute to department success.

Complete projects and other research tasks as assigned by area management.

  • Education:     

An Associates degree or equivalent/relevant, work experience is required. A Bachelor’s Degree is preferred.

  • Years and Type of Relevant Work Experience:

One years in a customer service or a health care/health insurance setting is required. Two years of Beacon Health Options Member/Provider Services experience is preferred. Expert Knowledge of Beacon Health Options products claims/claims adjustments and authorization process is preferred. Proficiency with the Connect Administration System is required. Strong analytical skills, as well as the ability to research telephone inquiries in a consistent professional manner are required. Excellent verbal and written communication skills, generally acquired through college or other advanced education are required. Knowledge of medical terminology is preferred. 


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Beacon Health Strategies, LLC., a Beacon Health Options company, is proud to be an Equal Opportunity Employer as well as a Drug Free Work Environment. EOE/M/F/Veterans/Disabled