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Quality Assurance Spec

| Chicago

Job Description

 

Position Summary:
To increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.

Fundamental Components:
Monitors and evaluates the quality and handling of inbound calls, outbound calls and/ or correspondence, and documents quality and productivity issues and performance measures for management review. Provides information to assist in the feedback and formal education process of call center staff.

Background/Experience Desired:

  • Coaches customer service staff on work procedures including but not limited to proper call handling and maintaining call quality standards
  • Provides on-going feedback and acts as subject matter expert in addressing procedural issues 
  • Conducts audits ensuring compliance with performance standards and superior outcomes (e.g., quality, accuracy and timeliness)
  • Performs mandatory call monitoring 
  • Utilizes available software/hardware applications promoting reinforcement coaching for staff 
  • Identifies developing trends impacting service levels and proactively partners with appropriate parties to recommend process enhancements or solutions to avoid potential service delivery problems (e.g., quality increasing management controls, tightening procedures or addressing training needs, etc.) 
  • Reports on performance results and may provide support to supervisors in the development of action plans for staff and unit effectiveness; If required, provides training to call center staff in support of these efforts 
  • If required, may answer phone calls, respond to written inquiries, and handle escalated issues in support of work performed by customer service and/or supervisory staff Performs effective service recovery and provider education 
  • Monitors the participation and completion of Web-based training for call center staff and completes appropriate follow-up with supervisors 
  • Through local quality reviews and effective time management of call activity, works to improve the rate of first call response Provides technical and subject matter expertise relative to policies, procedures, and customer service applications/systems tools

Education:
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.

Additional Job Information:

Aetna, a CVS Health company, is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come. We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence. Together we will empower people to live healthier lives. Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities. We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Read Full Job Description

Location

10 S Riverside Plaza, Suite 1100, Chicago, IL 60606

What are bswift Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A flexible spending account lets you set aside pretax dollars to help pay for certain types of health care and/or dependent care expenses.
Dental Benefits
Choose between a dental maintenance organization plan and preferred provider organization plan. Both cover certain preventive care services at 100%. They also offer coverage for basic services.
Vision Benefits
You can enroll in a separate vision plan. It covers eyeglasses and contact lenses. Preventive vision exams are covered through the Aetna medical plan.
Health Insurance Benefits
You can choose from three types of medical plans: a health savings account, a health reimbursement arrangement or a hybrid health plan. Certain preventive care services are covered at 100 percent when
Life Insurance
All employees get term life insurance and business travel accident insurance at no added cost. You have the option to buy: Supplemental term life insurance Accidental death and personal loss insura
Wellness Programs
Our employee wellness program offers services such as wellness campaigns, weight-management programs and educational seminars.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
You can save a percentage of your pay in the 401(k) plan, on a pretax and/or Roth after-tax basis. You may participate in the 401(k) plan immediately following your hire.
401(K) Matching
We match a portion of your contribution. You can invest your contributions among various options offered in the plan.
Company Equity
You can purchase Aetna stock at a discount through a payroll deduction. In order to participate, eligible employees must enroll during the enrollment period announced by Aetna.
Vacation & Time Off Benefits
Generous PTO
During your first 3 years at Aetna, you receive the equivalent of 18 days off per year. The longer you work at Aetna, the more time you accrue per month.
Paid Volunteer Time
One of our values is to improve the quality of life in communities through employee volunteerism.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
We encourage professional development. That's why we provide financial support for continuing education. This program covers a portion of tuition and registration fees for a college course.

Additional Perks + Benefits

The following programs, activities, and amenities are available to employees at bswift: complimentary fresh fruit, on-site flu shots, massages during open enrollment season, walking treadmill desk, foosball and ping-pong tables, casual attire, zen room for relaxation and nursing mothers, full week of employee appreciation, and proximity to public transportation • Healthy lifestyle incentive programs - This incentive program is offered to all eligible employees. You can earn up to $500 for healthy eating, physical activity and other healthy behaviors. Family members can also earn incentives • During your first 3 years at bswift, you receive the equivalent of 18 days off per year. The longer you work at bswift, the more time you accrue per month. Company holidays, jury duty, military leave, bereavement and community service time are in addition to your paid time off • You can purchase company stock at a discount through a payroll deduction.

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