Job description

Convey Health Solutions manages a myriad of administrative needs and make it easier for health plans to operate and provide valuable experiences for their members. How so? We focus on building specific technologies and services that uniquely meet the needs of government-sponsored health plans.

The Quality Analyst role is to review work items to ensure that employees are following legal and regulatory guidelines and are achieving performance related expectations.

Drive overall call & non-call task improvements based on specific standards and expectations by analyzing quality and post call survey evaluations for assigned Advocates and Programs

Analyze operational data to identify gaps and trends, and provide specific feedback to Operations, Quality Assurance team, and other teams within Convey when addressing opportunities for improvement

Create solution documents in Word and PowerPoint to present to a defined Audience (Advocates, Operational Leadership, and Clients) that follows an Action Plan methodology Create and deliver reports to Convey clients

Partner with Operations Leaders, as necessary, to help support coaching and feedback to Advocates

Attend Calibration sessions with other team members, Operations, Client Services, other internal departments, and the client. In the calibration you will evaluate calls, provide scores, and feedback/recommendations

Maintain positive, consistent and effective communication at all levels of the organization Perform other duties as assigned by Supervisor/Manager

Qualifications:

• Bachelor’s Degree in a Business Related Field Preferred
• Minimum two years’ experience in customer service or call center environment dealing directly with customers
• Must have understanding of what is required to provide excellent customer service
• Must be familiar with regulatory rules & laws, and process oriented

Must be able to work multi-functional department within an organization (one-on-one and in-group settings

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance
• Work from home

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Miramar, FL 33025: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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