SCAN
About SCAN Group
SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 277,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare.
Job Description Quality Specialist – Fully Remote
Ensures compliance with regulatory and company/departmental standards by monitoring staff and processes, and implementing corrective action as required. Improves service quality and efficiencies by developing and implementing standards, workflows and processes that are compliant with regulatory requirements and support the delivery of service excellence.
You will
Maintain regulatory compliance by remaining knowledgeable of regulations and contractual requirements related to customer service operations, developing and implementing processes and policies/procedures that meet or exceed requirements.
Ensure the SCAN commitment of service excellence to our customers by ensuring that staff consistently provide a level of service that meets or exceeds the customer’s expectation while being respectful, kind and knowledgeable about SCAN benefits and services.
Identify and remediate deficient practices/processes by monitoring processes and staff interactions with customers, providing feedback, identifying trends and overseeing and measuring corrective actions.
Provide management with feedback on staff performance and participate in coaching of the staff.
Improve service quality by measuring the quality, effectiveness and efficiency of the customer experience and provide recommendations for improvement to management.
Support the Member Services Trainer by providing feedback on training needs and assist in the development and presentation of training, as required.
Maintain awareness of membership and service issues by generating reports, analyzing data to identify trends, and making recommendations for improvement.
Contribute to team effort by accomplishing related results, as needed.
Actively support the achievement of SCAN’s Vision and Goals.
Other duties as assigned.
Your Qualifications
Required: Bachelor’s degree.
A comparable combination of education, experience and/or training will be considered equivalent to the education listed above.
5+ years of experience, preferably within the healthcare industry.
Demonstrated efficiency and effectiveness in an environment with a high call volume; 1+ years of prior experience with Medicare benefits, including Medicare Advantage Plans preferred; experience in the healthcare, insurance or pharmacy industry highly desirable.
Excellent communication skills, both oral and written. Strong interpersonal skills, including excellent verbal communication skills.
What's in it for you?
Base Pay Range: $45,300-$72,500
Work Mode: Remote
An annual employee bonus program
Robust Wellness Program
Generous paid‑time‑off (PTO) – 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
Excellent 401(k) retirement savings plan with employer match
Robust employee recognition program
Tuition reimbursement
An opportunity to become part of a team that makes a difference to our members and our community every day!
Equal Opportunity Employer / Protected Veterans / Individuals With Disabilities SCAN is proud to be an Equal Employment Opportunity and affirmative action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, marital status, disability, protected veteran status or any other status protected by law. A background check is required.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information (41 CFR 60-1.35(c)).
Qualified applicants are encouraged to apply now!
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Job Description Quality Specialist – Fully Remote
Ensures compliance with regulatory and company/departmental standards by monitoring staff and processes, and implementing corrective action as required. Improves service quality and efficiencies by developing and implementing standards, workflows and processes that are compliant with regulatory requirements and support the delivery of service excellence.
You will
Maintain regulatory compliance by remaining knowledgeable of regulations and contractual requirements related to customer service operations, developing and implementing processes and policies/procedures that meet or exceed requirements.
Ensure the SCAN commitment of service excellence to our customers by ensuring that staff consistently provide a level of service that meets or exceeds the customer’s expectation while being respectful, kind and knowledgeable about SCAN benefits and services.
Identify and remediate deficient practices/processes by monitoring processes and staff interactions with customers, providing feedback, identifying trends and overseeing and measuring corrective actions.
Provide management with feedback on staff performance and participate in coaching of the staff.
Improve service quality by measuring the quality, effectiveness and efficiency of the customer experience and provide recommendations for improvement to management.
Support the Member Services Trainer by providing feedback on training needs and assist in the development and presentation of training, as required.
Maintain awareness of membership and service issues by generating reports, analyzing data to identify trends, and making recommendations for improvement.
Contribute to team effort by accomplishing related results, as needed.
Actively support the achievement of SCAN’s Vision and Goals.
Other duties as assigned.
Your Qualifications
Required: Bachelor’s degree.
A comparable combination of education, experience and/or training will be considered equivalent to the education listed above.
5+ years of experience, preferably within the healthcare industry.
Demonstrated efficiency and effectiveness in an environment with a high call volume; 1+ years of prior experience with Medicare benefits, including Medicare Advantage Plans preferred; experience in the healthcare, insurance or pharmacy industry highly desirable.
Excellent communication skills, both oral and written. Strong interpersonal skills, including excellent verbal communication skills.
What's in it for you?
Base Pay Range: $45,300-$72,500
Work Mode: Remote
An annual employee bonus program
Robust Wellness Program
Generous paid‑time‑off (PTO) – 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
Excellent 401(k) retirement savings plan with employer match
Robust employee recognition program
Tuition reimbursement
An opportunity to become part of a team that makes a difference to our members and our community every day!
Equal Opportunity Employer / Protected Veterans / Individuals With Disabilities SCAN is proud to be an Equal Employment Opportunity and affirmative action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, marital status, disability, protected veteran status or any other status protected by law. A background check is required.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information (41 CFR 60-1.35(c)).
Qualified applicants are encouraged to apply now!
#J-18808-Ljbffr