Member Care Quality Analyst

We exist for workers and their employers -- who are the backbone of our economy.  That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.

Summary of role:

The Member Care Quality Analyst position is responsible for supporting total quality methods, processes, and procedures for Member Care. This position will help preserve service excellence through monitoring and assessing customer interactions of Member Care Representatives; documenting agent performance strengths and weaknesses; highlighting immediate compliance issues; assisting in generating standard process measurement reporting; and developing quality guidelines and procedural manuals.

Responsibilities Include:

• Perform call monitoring and assessment of Call Center Associates for both inbound and outbound calls.

• Audit off-phone case work, including escalated cases.

• Participate and prepare cases for call calibration exercises.

• Participate in internal listening sessions.

• Provide standard weekly and monthly reporting.

• Provides regular feedback to Leadership regarding call trends or compliance issues that may arise.

• Work with Leadership to continually define Quality Assurance guidelines.

• Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.

• Become a subject matter expert in all business segments.

• Offer suggestions for process improvement to foster an exceptional customer experience.

• Assist with the creation and updating of procedure/training manuals.

• Maintain overall objectivity in supporting consistent and superior customer service.

• Perform other special projects as needed.

Qualifications:

Required Skills and Abilities:

• Reliable and detail-oriented enough to keep track of competing commitments and due dates so that you can meet them (or raise issues when you can’t).

• Resourceful & curious to research and dig into areas that you haven’t yet mastered.

• Flexible, so when priorities within the organization or department change, you raise any concerns with delivering what we’ve already promised, so we can work through them

• Strong written and oral communication skills

• Strong in Excel, which we define as being at least as strong as our existing team.

Education and Experience:

• 3-5 years in Quality Auditing in a contact center.

• Experience working in a Contact Center, including experience with metrics needed in a Contact Center.

Preferred Qualifications:

• Proven experience thriving in high-growth, fast-paced environments.

• Professional proficiency in Spanish (spoken and written).

• Prior experience in the health insurance industry or related healthcare sectors.

Work Location:

• An ideal candidate would be assigned to the Buffalo Office.

Who we are:

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.