Quality Analyst, Call Center

United States·Boisemid

OtherQuality Analyst

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Quick Summary

Key Responsibilities

Perform daily Quality Assurance evaluations on all lines of business, meeting or exceeding the assigned productivity targets Conduct patient interaction evaluations for Patient Services phone,

Technical Tools

OtherQuality Analyst

Responsibilities

~1 min read

→Perform daily Quality Assurance evaluations on all lines of business, meeting or exceeding the assigned productivity targets
→Conduct patient interaction evaluations for Patient Services phone, chat and emails
→Conduct pharmacy workflow audits, such as Prior Authorization process adherence and data entry for the Hub
→Identify trends and opportunities to improve quality in patient interactions and workflow adherence. Communicate these opportunities to QA leadership or other pertinent stakeholders.
→Collaborate with agents, leaders, and other QA analysts to identify best practices, knowledge gaps and opportunities to enhance protocols, scripting, training and Knowledge Base articles.
→Remain current on our products, protocols, scripting, new clients, features and departmental processes
→Participate in calibration sessions to ensure consistency in grading and auditing practices.
→Serve as a subject matter expert for assigned business segment(s), and function as the expert scoring interactions that others will be calibrated against. Facilitate discussions to explain rationale for scoring, actively listen and make recommendations as necessary to the appropriate scorecards to drive improvement in calibration scores
→Cross train to be able to evaluate quality on other business segments as needed
→Complete other duties as assigned

A minimum of 2 years of QA experience in a contact center or hub pharmacy environment
Experience with healthcare, insurance, or other highly regulated industry preferred
Track record of strong performance and QA scores
Attention to detail with a knack for precision
Analytical and process oriented
Comfortable in a fast-paced environment
Ability to work independently and as a member a team
Confident, patient, respectful, and a clear communicator
Passion for problem solving and troubleshooting

Locations:

This position is open to our Pittsburgh, PA, St. Louis, MO, and Boise, ID offices
This is a Hybrid role: 3 days in office, 2 at home

Shifts:

Monday-Friday starting between 7:30-9:00am

Why Join Us:

It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers.

We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.