Description review
Auditor, Support Center Quality - Remote (Bilingual Spanish)
Molina Healthcare · United States · back to the listing
HR standards
53/100
needs work
Title ↔ description
76/100
solid
Reads as
Unclear
no confident match
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
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- Happiness Engineer – Customer Support & Success Automattic
- Support Engineer, WordPress VIP Automattic
- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
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- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
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What the listing never says
- 22 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No section describes what the person would actually do. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
- No location or timezone policy stated, so a candidate cannot tell where they may work from. Scope clarity
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
• JOB DESCRIPTION Job Summary
Provides support for call center quality and excellence through auditing activities including: monitoring and assessing customer interactions of support center representatives, documenting performance strengths and weaknesses, identifying immediate compliance issues, assisting in generating standard process measurement reporting, and developing quality guidelines and procedural manuals.
Essential Job Duties
• Facilitates call monitoring and assessment of call center representatives for both inbound and outbound calls for the member and provider support center.
• Participates in call calibration exercises and internal listening sessions.
• Assists quality leadership in providing standard weekly and monthly reporting within predetermined reporting parameters.
• Provides regular feedback to quality leadership regarding call trends or compliance issues that arise.
• Collaborates with quality leadership to continually define quality assurance guidelines.
• Ensures internal and external customer interactions are handled in compliance with established procedures and standards.
• Demonstrates subject matter expertise in all business segments that require auditing (Medicaid, Medicare, Marketplace).
• Offers suggestions for process improvement and exceptional customer experience.
• Assists with the creation and updating of support center procedure/training manuals.
• Maintains overall objectivity in supporting consistent and superior customer service.
Experience coaching and developing employees, including providing 1:1 performance feedback related to quality, customer experience, and performance improvement. Previous coaching experience in a Quality, Lead, Trainer, or Supervisory capacity is preferred.
Provides inbound phone support as needed based on business and operational needs. Team members may be required to assist with call handling on designated days or during periods of increased call volume.
Required Qualifications
• At least 2 years of progressive work experience in quality assurance/auditing, call center, and/or customer service experience in a fast-paced/high-volume environment, or equivalent combination of relevant education and experience.
• Understanding of insurance products including Medicaid, Medicare and Marketplace/enrollment processes.
• Customer service skills, including ability to conduct thorough research while maintaining coherent conversation with customers.
• Data processing experience.
• Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs.
• Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA).
• Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Office suite and applicable software programs.
Preferred Qualifications
• Progressive auditing work experience in call center quality assurance.
• Managed care experience.
To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V
Originally posted on Himalayas
Provides support for call center quality and excellence through auditing activities including: monitoring and assessing customer interactions of support center representatives, documenting performance strengths and weaknesses, identifying immediate compliance issues, assisting in generating standard process measurement reporting, and developing quality guidelines and procedural manuals.
Essential Job Duties
• Facilitates call monitoring and assessment of call center representatives for both inbound and outbound calls for the member and provider support center.
• Participates in call calibration exercises and internal listening sessions.
• Assists quality leadership in providing standard weekly and monthly reporting within predetermined reporting parameters.
• Provides regular feedback to quality leadership regarding call trends or compliance issues that arise.
• Collaborates with quality leadership to continually define quality assurance guidelines.
• Ensures internal and external customer interactions are handled in compliance with established procedures and standards.
• Demonstrates subject matter expertise in all business segments that require auditing (Medicaid, Medicare, Marketplace).
• Offers suggestions for process improvement and exceptional customer experience.
• Assists with the creation and updating of support center procedure/training manuals.
• Maintains overall objectivity in supporting consistent and superior customer service.
Experience coaching and developing employees, including providing 1:1 performance feedback related to quality, customer experience, and performance improvement. Previous coaching experience in a Quality, Lead, Trainer, or Supervisory capacity is preferred.
Provides inbound phone support as needed based on business and operational needs. Team members may be required to assist with call handling on designated days or during periods of increased call volume.
Required Qualifications
• At least 2 years of progressive work experience in quality assurance/auditing, call center, and/or customer service experience in a fast-paced/high-volume environment, or equivalent combination of relevant education and experience.
• Understanding of insurance products including Medicaid, Medicare and Marketplace/enrollment processes.
• Customer service skills, including ability to conduct thorough research while maintaining coherent conversation with customers.
• Data processing experience.
• Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs.
• Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA).
• Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Office suite and applicable software programs.
Preferred Qualifications
• Progressive auditing work experience in call center quality assurance.
• Managed care experience.
To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V
Originally posted on Himalayas