Monitor, review and/or evaluate the quality of service provided by department staff and/or external parties, to assure competent performance and adherence to the set internal and external standards and requirements as determined by the department. Correct areas of non compliance of department processes, through coaching and feedback on a regular basis
WHAT YOU’LL DO:
Monitor, review and/or evaluate the quality of service provided by department staff to measure service quality and identify
non-conformance while maintaining production and time service goals. On a regular basis, provide regular coaching and feedback to individual staff.
May schedule staff to assure adequate/required service level coverage for customers.
May review and/or handle appeals and/or elevated issues as appropriate.
May validate accuracy of decisions/processes for adherence to set standards and/or applicable regulations or requirements. May work with external parties for resolution.
May prepare reports of quality results for use by management in evaluating performance or developing training.
May perform standard premium and eligibility processing functions.
Maintains confidentiality in the collection, maintenance and dissemination of restricted, sensitive or other information as identified by management.
Establishes and maintains effective working relationships with personnel at all levels of the Company to assure the successful implementation and delivery of programs.
May determine and recommend billing and enrollment alternatives to support non-standard requests to establish processes and systems.
ABOUT YOU:
You help promote a culture of diversity and inclusion within the department and the larger organization. You value different ideas and opinions. You listen courageously and remain curious in all that you do.
You are able to work remotely and have access to high-speed internet.
Must be located in United States or Puerto Rico.
Strong Customer Service skills and ability to work effectively with others through effective verbal and written communication.
Strong teamwork, collaboration and flexibility.
Thorough knowledge of one or more of the Company’s product lines.
Strong analytical ability, sound judgment and math aptitude.
Thorough knowledge of applicable laws and regulations.
Ability to work well under pressure and deadlines.
Proficient with personal computer and software applications/data entry.
Microsoft Word and Excel.
Good oral and written communication skills and the ability to effectively articulate instructions and information to other associates.
Some knowledge/skill in presentation.
VALUABLE EXPERIENCE:
Experience with Compass system and GSAP (Group Sales Application).
Knowledge of eligibility rules.
Strong knowledge of Group Insurance.
WHAT WE CAN OFFER YOU:
A diverse workplace where associates feel a sense of belonging. To learn more about our commitment of Diversity, Equity and Inclusion, please visit our website
An organization that feels like a small, close-knit community and has the strength of a Fortune 500 company.
Tuition reimbursement, training and career development.
Comprehensive benefits plan that includes medical, dental, vision, disability and life insurance.
Flexible spending accounts for healthcare and childcare needs.
401(k) plan with a 2% company contribution and 6% company match.
Competitive pay with an opportunity for incentives for all associates.
Flexible work schedules with a healthy amount of paid time off.
For more information regarding available benefits, please visit our Career Site.
Regular associates working 40 hours a week can earn up to 15 days of vacation each year
Regular associates receive 9 paid holidays in 2023
Regular associates are provided sick leave through the use of personal time. Associates working 40 hours a week can receive up to 56 hours of personal time in 2023, prorated based on start date.
Salary Range: Minimum: $19.75 MidPoint: $24.95 Maximum: $30.15
Pay commensurate with experience.