Sagility
healthcare
QualityReview&AuditAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Quality Review & Audit Analyst at Sagility. Skills: quality review, audit, process improvement, data analysis, communication. Review calls, emails, and chats for accuracy and identify opportunities. analyze trends from call listening sessions”
What You'll Achieve.
improve quality; ensure standards are being met; improve process flows; mitigate any impact to our members; ensure scoring consistency; quality improvements
Industry & Context.
analytical skills; identify opportunities to streamline processes; identify opportunities; analyze trends; recommend improvements; create analyses that identify any customer service deficiencies; coordinate remediation or proactive initiatives to improve quality; assess problems with client or systemic processes to mitigate any impact; identify trends and opportunities for quality improvements
What They're Looking For.
Must Have
2+ years customer service experience, Previous experience with high quality performance and review parameter, Working knowledge of Microsoft Office applications, Excellent organizational and planning skills, Excellent written and oral communication skills, Excellent interpersonal skills and professionalism
Nice to Have
Six-Sigma green belt training, Experience analyzing and interpreting data and recommending solutions, analytical and organizational skills, Detail oriented, Ability to manage multiple priorities and deadlines, Excellent communication skills, both written and verbal, Ability to function in a production environment while maintaining high quality results, Ability to make sound, independent judgments and decisions, Ability to influence others through the use of data
What You'll Do.
and chats for accuracy and identify opportunities
analyze trends from call listening sessions
Identify and recommend improvements in processing and procedures and assist in the development of audit guidelines
Act as a subject matter expert and a resource for team members
Actively engage in quality initiatives to address error trends and process improvement
Facilitate national and site level calibrations and client calibrations
methods and information sources to create analyses that identify any customer service deficiencies
Utilize the results of the above analyses to champion and coordinate remediation or proactive initiatives to improve quality
Serve as SME for technical questions and works to ensure standards are being met
Represent the team in internal and external audits
Drive the success of quality performance by identifying key opportunities to improve process flows and recognizing potential knowledge gaps at the individual/site level
Assess problems with client or systemic processes to mitigate any impact to our members
Observe Supervisors’ scoring and provide findings to ensure scoring consistency
and targeted audits or call monitors as necessary to identify trends and opportunities for quality improvements in a complete
How You'll Work.
Team & Collaboration
work with varied members of leadership and clients; serve as the point of contact for all quality related concerns; Act as a subject matter expert and a resource for team members; Facilitate national and site level calibrations and client calibrations; Represent the team in internal and external audits
Communication Scope
Excellent communication skills; Excellent written and oral communication skills; Excellent communication skills, both written and verbal
Full Job Description
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. As a Quality Review and Audit Analyst you will work with varied members of leadership and clients and will serve as the point of contact for all quality related concerns. You will utilize your technical expertise to identify opportunities to streamline processes and/or adherence to SOPs or processes. The role will require strong analytical and facilitation skills for presentation purposes. Excellent communication skills and the ability to influence are key. **Job title:** Quality Review & Audit Analyst **Job Description:** **Education :** * High School Diploma or G.E.D. required * Six-Sigma green belt training helpful **Experience:** * 2+ years’ customer service experience required * Previous experience with high quality performance and review parameter * Working knowledge of Microsoft Office applications **Mandatory Skills:** * Excellent organizational and planning skills * Excellent written and oral communication skills * Excellent interpersonal skills and professionalism **Preferred Skills:** * Experience analyzing and interpreting data and recommending solutions * Strong analytical and organizational skills preferred * Detail oriented * Ability to manage multiple priorities and deadlines * Excellent communication skills, both written and verbal * Ability to function in a production environment while maintaining high quality results * Ability to make sound, independent judgments and decisions * Ability to influence others through the use of data * Experience analyzing and interpreting data and recommending solutions * Stro
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