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Member Engagement Quality Assurance Analyst
📊 Really an Analyst 📊

Signifyhealth is hiring a
Member Engagement Quality Assurance Analyst

How will this role have an impact?

The QA Analyst is primarily responsible for identifying and reporting trends and concerns with the quality of Scheduler phone calls to members. He/she will score these calls according to pre-defined criteria and thus capture quality assurance metrics that will include statistical reporting, as well as writing and verbal dialogue with Member Engagement Managers regarding the outcomes of the audits and recommended staff education. The QA Analyst is responsible for coordinating with Member Engagement Managers to ensure that audit feedback is delivered timely to Schedulers.  Member Engagement Managers will regularly sample and review audits to ensure operational consistency, so the QA Analyst must be open to feedback for potential process improvement. For new hires, the Quality Analyst administers a schedule of Continuous Quality Improvement (CQI) reviews prior to formal quality auditing. Additional responsibilities include assisting with classroom and side-by-side training related to member call quality.  This position may also assist the Sr. Director of Member Engagement Operations with other initiatives as time permits.

This role will report to our Senior Manager, Member Engagement & Quality.

 

What will you do?

  • Conduct audits of Schedulers phone calls to ensure quality expectations are consistently being met, individual coaching needs are being routinely addressed, and operational excellence can be achieved
  • Score Scheduler phone calls according to pre-defined criteria, and record results for reporting purposes
  • Communicate outcomes of QA audits to Member Engagement Managers, and clearly recommend individual coaching opportunities for staff
  • Work with Member Engagement Managers to ensure performance improvement or until escalation to a higher level is required
  • Track ongoing Scheduler performance, and adjust audit schedules according to outlined criteria
  • Provide reporting to Operations as requested
  • Administer CQI reviews for new hires prior to formal quality auditing

 

We are looking for someone with:

  • High School Diploma or equivalent
  • Previous Member Engagement, call center, or auditing experience required
  • Training experience in a sales environment preferred
  • At least 2 years successful professional work experience
  • Detail-oriented
  • Ability to handle routine tasks
  • Self-directed and organized
  • Sound judgement in handling/escalating difficult situations

 

About Us: 

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.  

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs. 

To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com.

How to Apply?
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