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UPMC · 4 hours ago

Medicare Sales Quality Assurance Coordinator- Hybrid - Pittsburgh, PA

Pittsburgh, PA

Full-time

Hybrid

Mid Level

3+ years exp

UPMC Health Plan is seeking a Quality Assurance Coordinator in the Medicare Sales Support department. The role involves supporting the Medicare Sales Contact Center by reviewing interactions, conducting quality assurance assessments, and leading initiatives to enhance sales performance and operational integrity.

BiotechnologyHealth CareHospitalMedical

Responsibilities

Planning, executing, and reporting on assigned focused assessments that support increasing sales and achievement of business objectives

Successfully demonstrate competency in programing voice analytics platform

Assessing adherence towards departmental standards for sales performance, quality, and operational integrity

Demonstrates accurate, thoroughly, and timely completion of assignments

Readily identifies and uses source documents to assess appropriate outcomes, integrity, and root cause on assigned targeted assessments

Defines scope, verify requirements/deliverables for review activity including planning-coordinating, participating in meetings, and following through to assignment completion (including mock audits)

Prepares accurate and thorough finding reports/workpapers with consistent correct spelling, grammar, and organization

Tracks and performs follow-up for past work

Leads small scale initiatives, workgroups, mock audits

Contributes to a positive work community, and assists in identifying opportunities for process improvements within the department

Build a solid internal network of partners and SMEs across the Medicare Sales Contact Center and partner departments as well as keeps up with industry and specialized best practices and protocols as appropriate

Can serve as a trainer as needed to reinforce learned best practices through Quality auditing process

Qualification

Quality AssuranceVoice Analytics PlatformRisk ManagementData ExtractionHealthcare KnowledgeAnalytical SkillsMS TeamsMS WordMS VisioMS ExcelProject ManagementCommunication Skills

Required

Bachelors degree and/or equivalent experience

3 years experience (quality assurance, operational controls, risk management, auditing, or sales and customer service)

Ability to learn voice analytics platform, call recording platform, and auditing technology

Ability to learn data extraction and data extraction tools

Ability to comprehend and apply relevant information to tasks and assignments

Detailed oriented with strong critical thinking skills, analytical skills, and basic project management skills

Excellent oral, written, and reporting communication skills

Must possess a professional demeanor with the ability to manage multiple priorities and meet deadlines required

Proficiency using MS Teams, Word, Visio, and Excel

Act 34

Preferred

Knowledge of a healthcare portfolio of products, insurance, services, and/or functional departments or experience auditing in a heavily regulated industry