JOB DESCRIPTION
Primary Purpose:
Responsible for evaluating the quality and accuracy of voice signatures/authorizations and other recorded calls.
Essential Duties and Responsibilities:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
- Search for, listen to, and export call recordings containing verbal authorizations (under the HIPAA Privacy Rule) and save said verbal authorizations in designated folder
- Search for and export call recordings containing voice signatures and save said voice signatures in designated folder
- Listen to recorded voice signatures to confirm validity
- Correct any inaccurate customer information in the CRM system
- Conduct internal test calls and provide feedback via written reports
- Evaluate and score recorded calls based on various criteria (e.g., compliance, accuracy of information provided to the customer, accuracy of information entered on the application, professionalism, etc.)
- Communicate quality review results to Quality Assurance Supervisor and Sales Team Leaders
- Attend training classes, calibration sessions, and team meetings in order to stay abreast of current procedures and business needs
- Search for, export, and send call recordings to the Quality Assurance Supervisor on an ad hoc basis
Minimum Skills and Competencies:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- High school diploma or general education degree (GED)
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Strong attention to detail
- Must possess effective verbal and written communication skills
- Thorough knowledge of correct English usage and demonstrated ability to use appropriate spelling, grammar, and punctuation
- Effective organizational and time management skills with the ability to work under pressure and adhere to deadlines
- Ability to successfully complete HIPAA certification annually
- High degree of dependability and motivation
- Ability to work independently as well as in a team environment
- Demonstrated integrity within a professional environment
Desired Skills:
- Bachelor’s degree or, in lieu of degree, equivalent education, training, and work-related experience
- 1+ year of experience in the insurance industry OR experience in a call center environment
- Prior auditing and/or quality assurance experience
- Experience with Genesys (Interactive Intelligence)