Quality Assurance Specialist - Village Care

Quality Assurance Specialist

VillageCareMAX

112 Charles Street, New York, NY 10014

VillageCare is seeking an enthusiastic individual to join our team as the Quality Assurance Specialist of Member Experience. This role will be responsible for performing quality checks and audits to ensure quality standards of concierge level customer service. The plan, design, and coordination of comprehensive training for staff will be essential to this role. Some daily activities will include:

• Quality checks and audits to ensure quality standards are being met for the department.
• Develop Key Performance Indicators (KPIs), agent performance reports, quality assurance and performance improvement tools.
• Facilitate the development of policies and procedures to ensure regulatory compliance.
• Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
• Participate in new hire and yearly performance evaluation process.
• Collaborate with Education Department to identify training needs.
• Conduct new hire and ongoing trainings for staff.

We would like to speak to those who bring 3+ years of experience in a Healthcare Call Center environment along with an Associates or Bachelor's Degree in a related field. Must be experienced in key concepts and variables of healthcare provider services and payment (including Medicaid and Medicare). Bilingual - Spanish skills highly preferred. Project Management Planning (PMP) Certification preferred.

There are many benefits to working for VillageCare. If you are someone who likes being part of a team, enjoys a highly competitive benefits package from work leading carries and competitive compensation than we would love to speak with you!

• PTO package, 10 Paid Holidays, Personal and Sick time, Medical/Dental/Vision, HRA/FSA, Education Reimbursement, Retirement Savings 403(b), Life & Disability, Commuter Benefits, Paid Family Leave, Additional Employee Discounts

VillageCare offers a wide range of at-home and community-based services, as well as managed long-term care options that seek to match each individual's needs to help them attain and maintain the greatest level of independent living possible. We are committed to superior outcomes in quality health care.

VillageCare is an Equal Opportunity Employer.