Automation Tester assisting with ICT projects for the Australian Government. Involves overseeing testing plans and collaborating with multi - disciplinary teams.
About the role
- Operations Quality Assurance Associate evaluating work completed by Operations agents at ConnectiveRx. Collaborating with training and providing coaching for performance improvement.
Responsibilities
- Coach Operations agents (peer to peer) on areas of opportunity for improvement found during evaluations
- Collaborate with training for Operations agents (i.e., new hire, refresher, and nesting training)
- Performs and documents results of all quality assurance evaluations on all operational products and services
- Participates in internal, vendor, or client calibration meetings as required to address quality initiatives
- Identifies and escalates critical quality issues appropriately to senior management
- Assists with other QA-related functions and responsibilities as needed to meet department and company goals
- Availability to work occasional evening and/or weekend hours to meet company and departmental goals as the business need arises
- Auditing work completed by Operations agents
- Sending feedback to Operations leadership on agent performance
- Attending meetings, helping with data analysis, and other duties as assigned
Requirements
- Highschool or relevant experience
- 1 – 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at ConnectiveRx, or equivalent experience
- 1 – 3 years of prior quality control experience
- Moderate Excel ability (data validation, data entry, tables, simple formulas)
- Experience with technical writing (e.g., SOPs, User Manuals, Work Instructions), typing, and PowerPoint ability
- Knowledge of quality-oriented services such as accuracy management, performance metrics, customer experience/satisfaction, healthcare benefits, and SOP execution
- Health Care Experience is required, specifically claim processing, contact center, benefit verification, or similar industry experience
- Call Center and/or Claim Processing experience is a plus
- Strong understanding of empathy across the Customer Care Center is required in all patient interactions
- Ensure provision of exceptional customer service required in customer care case management engagement.
Benefits
- medical, dental, vision, life, and disability insurance
- 401(k) plan with employer contributions
- flexible paid time off (PTO) policy
- eight standard company holidays and three floating holidays annually
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