Job Overview
This role involves transforming customer interaction data into business insights for the Benefits Coordination & Recovery Call Center (BCRC). It focuses on quality monitoring, performance improvements, compliance, and enhancing customer experience through analytics, strategy, and production-driven tasks requiring focus, critical listening, and precise documentation.
Responsibilities
- Support operational efficiency across multiple applications by staying current on guidelines, procedural updates, and internal changes.
- Conduct weekly audits of 50-60 interactions to fortify QA compliance standards and scorecards.
- Maintain records for 14-day timeframes by monitoring Medicare beneficiary record corrections autonomously.
- Support operational leaders by drafting clear, concise, and professional communications for feedback and coaching initiatives.
- Collaborate with adjacent departments in 2-3 monthly meetings to review behaviors and training opportunities.
- Orchestrate bi-monthly calibrations with Call Center Leads using department templates for audit alignment.
- Collaborate with colleagues during end-of-day huddles, training recaps, and ad hoc analysis to examine anomalies and performance opportunities.
- Utilize MS Excel formulas, pivot tables, data modeling, and visualizations for analyzing trends and optimizing reports.
- Use MS Word to compose and deliver bi-weekly emails, call notes, and summaries regarding observations and recommendations.
- Employ PowerPoint to design executive-level presentations, translate expectations into visual narratives, and create compelling slides for stakeholders.
Qualifications
- Bachelor of Arts or Bachelor of Science degree.
- 2+ years of call center experience with quality assurance exposure in a healthcare environment and understanding of Medicare Parts A, B, C, and D.
- Intermediate computer literacy with expertise in MS Office (Excel, Word, PowerPoint).
- US citizenship required.
- Professional experience working in remote environments.
- Strong analytical, critical thinking, and problem-solving skills.
- Excellent listening, verbal, and written communication capabilities.
- Ability to welcome, accept, and implement feedback constructively.
- Highly adaptable to working collaboratively in a team-oriented environment.
- Detail-oriented and able to meet deadlines.
