Quality & Training Analyst - Franklin, TN at Franklin

Job Description

Position Description:Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your lifes best work.The Quality & Training Representative is responsible for all aspects of quality assurance within the Customer Service job family. Conducts audits and provides feedback to reduce errors and improve processes and performance.Primary Responsibilities:Responsible for quality assurance by conducting audits of calls of Customer Service RepresentativesProvide feedback to team members on audit resultsAnalyze information and utilize to build recommendations to reduce errors and improve process performanceCreate, maintain and track reports in relation to performanceServe as subject matter resource to team members, supervisors and management staffAbility to audit across several departments, including call, claim, eligibility, intake and system configuration. Position would require familiarity with training/mentoring, as this role would work with Claims Analysts and Service Center Advocates on performance gaps found in audits.Is expected to partner with team leads for coaching in QA points for callcenter.Will assist with development of QA and Basic Training materials.Extensive work experience, possibly in multiple functions.Work does not usually require established procedures.Works independently.Mentors others.Acts as a resource for others.Coordinates others activities.

Job Requirements

Requirements: High school diploma and/or GED is required 1+ year of customer service experience is required, preferably in a healthcare environmentIntermediate level of proficiency in MS Word, Excel, PowerPoint, Access, Outlook, and Mapping (Word creating and drafting correspondences, Excel creating spreadsheets, sorting/filtering, formulas, etc.; PowerPoint creating and editing training material; Access database maintenance and management; Outlook emailing and calendaring; Mapping scheduling members for Practioners)1+ year of QA and/or training experience; i.e. Training this person will eventually be coaching and mentoring employees regarding the QA process; QA creating QA materials, downloading that information into the system, etc.Assets: Intermediate to advanced level of knowledge with internet technology is preferredUnitedHealth Group is working to create the health care system of tomorrow. Already Fortune 25, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, were doing a lot of good.Through our family of businesses and a lot of inspired individuals, were building a high-performance health care system that works better for more people in more ways than ever. Now were looking to reinforce our team with people who are decisive, brilliant and built for speed.Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/VUnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
Country: USA, State: Tennessee, City: Franklin, Company: UnitedHealth Group.