Job Description

Quality Assurance Coordinator

UPMC Health Plan has an exciting opportunity for a Quality Assurance Coordinator in the Medicare Sales Support department. This is a full time position working Monday through Friday daylight hours and will be a hybrid position consisting of working from home and in office. This position is located in Pittsburgh, PA.

Support the Medicare Sales Contact Center to increase sales and achieve business objectives while ensuring operational integrity, compliance, and mitigating risks by reviewing interactions between our staff and customers through quality assurance and operational integrity assessments. It does this by programing assessments via our voice analytics platform, conducting call evaluations, reporting on call trends and customer surveys. Additionally, the employee may lead small scale quality assurance initiatives, projects, and workgroups including conducting root cause analysis, recommended corrective measures, and preparing reports that provide insight and value to the Medicare Sales Contact Center.

Responsibilities:

• Planning, executing, and reporting on assigned focused assessments that support increasing sales and achievement of business objectives.
• Successfully demonstrate competency in programing voice analytics platform.
• Assessing adherence towards departmental standards for sales performance, quality, and operational integrity.
• Demonstrates accurate, thoroughly, and timely completion of assignments.
• Readily identifies and uses source documents to assess appropriate outcomes, integrity, and root cause on assigned targeted assessments.
• Defines scope, verify requirements/deliverables for review activity including planning-coordinating, participating in meetings, and following through to assignment completion (including mock audits).
• Prepares accurate and thorough finding reports/workpapers with consistent correct spelling, grammar, and organization.
• Tracks and performs follow-up for past work.
• Leads small scale initiatives, workgroups, mock audits.
• Contributes to a positive work community, and assists in identifying opportunities for process improvements within the department.
• Build a solid internal network of partners and SMEs across the Medicare Sales Contact Center and partner departments as well as keeps up with industry and specialized best practices and protocols as appropriate.
• Can serve as a trainer as needed to reinforce learned best practices through Quality auditing process.

• Bachelors degree and/or equivalent experience.
• 3 years experience (quality assurance, operational controls, risk management, auditing, or sales and customer service).
• Ability to learn voice analytics platform, call recording platform, and auditing technology.
• Ability to learn data extraction and data extraction tools.
• Ability to comprehend and apply relevant information to tasks and assignments.
• Detailed oriented with strong critical thinking skills, analytical skills, and basic project management skills.
• Knowledge of a healthcare portfolio of products, insurance, services, and/or functional departments or experience auditing in a heavily regulated industry preferred.
• Excellent oral, written, and reporting communication skills.
• Must possess a professional demeanor with the ability to manage multiple priorities and meet deadlines required.
• Proficiency using MS Teams, Word, Visio, and Excel. Licensure, Certifications, and Clearances: Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

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