Responsible for evaluating the quality of services and interactions provided by organizations within the enterprise. Included are processes related to enrollment and billing and claims processing, as well as customer service written and verbal inquiries.
Primary duties may include, but are not limited to :
Evaluates the quality and accuracy of transactions and / or communications with providers, groups, and / or policyholders.
Identifies, documents, and reports any transaction errors or communications issues in a timely manner to ensure prompt resolution.
Tracks and trends audit results, providing feedback to management. Identifies and reports on systemic issues which create ongoing quality concerns.
Generates monthly reports of audit findings, supports clients with issues identified and develops reports to assist management with information requested.
Produces other ad hoc reports as requested by internal and external clients.
Associates at this level conduct routine to complex audits, generally related to one or more functions on one or more systems platform for one or more lines of business.
At least 3 years cumulative contact center experience including a minimum of 1 year related experience in a quality audit capacity (preferably in healthcare or insurance sector) with consistent above target performance
Working knowledge of insurance industry and medical terminology
Detailed knowledge of relevant systems and proven understanding of processing principles, techniques and guidelines, and ability to acquire and perform progressively more complex skills and tasks in a production environment
Willing to work at BGC Taguig in shifting schedules
Several accounts in the Contact Center tower have QA openings available : member operations and provider care services (voice accounts), member secure messaging and claims (non-voice accounts)