Quality Assurance Specialist\n

VillageCareMAX\n

112 Charles Street, New York, NY 10014\n
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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:\n
\n\nQuality checks and audits to ensure quality standards are being met for the department.\nDevelop Key Performance Indicators (KPIs), agent performance reports, quality assurance and performance improvement tools.\nFacilitate the development of policies and procedures to ensure regulatory compliance.\nEffectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.\nParticipate in new hire and yearly performance evaluation process. \nCollaborate with Education Department to identify training needs. \nConduct new hire and ongoing trainings for staff. \n\n
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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.\n
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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! \n\nPTO 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\n\n
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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. \n
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VillageCare is an Equal Opportunity Employer.