Who We Are
Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.
We enjoy the important work we do every day in service to our members, partners, colleagues and communities. To learn more about who we are at Point32Health, click here.
Job Summary
Under the direction of the Quality Assurance Supervisor, the Quality Assurance Specialist listens to and scores calls based on Point32Health policies, procedures, workflows, and the quality program documentation. The Quality Assurance Specialist will be responsible to attend several meetings to ensure consistent scoring between Quality Assurance and the call center and/or third-party evaluators, identify trends, and suggest process improvements. The Quality Assurance Specialist will be responsible to communicate call findings to the Call Quality Supervisor, Operations Quality Assurance Manager, and call center/third party leadership. The Quality Assurance Specialist will also be responsible for supporting applications associated with the call monitoring process. Through call monitoring and analysis of relevant quality data, the Quality Assurance Specialist assesses staff performance and recommends appropriate intervention.
Key Responsibilities/Duties -- what you will be doing
Qualifications -- what you need to perform the job
EDUCATION, CERTIFICATION AND LICENSURE:
EXPERIENCE (minimum years required):
A minimum of one year experience as a Customer Service representative or as a Quality Assurance specialist is required.
Two or more years of experience are preferred.
Must have