Financial Services Specialist, Quality Assurance

Job Description

We, at Northwell Revenue Cycle, want to ensure that we help our customers maintain the same exceptional experience they received while getting care when it's time to understand and pay their bill. As a Quality Assurance Specialist, you are responsible for assessing the quality of the performance of frontline team members for Revenue Cycle Call Center. You will monitor all servicing interactions, including inbound and outbound calls, webchat and/or email communications. Quality process includes call audits, analysis and reporting.

Job Responsibility

* Perform call monitoring.
* Accurately & effectively audit/evaluate CSR interactions using the appropriate quality measurement tools.
* Log evaluation results in corresponding database.
* Identify errors/service issues and provide feedback according to established processes and timelines.
* Uphold all compliance-related processes, ensuring accurate and timely reporting of reportable breaches.
* Track observed trends to assist with coaching/training opportunities.
* Deliver trainings of Quality program as needed.
* Participate in call calibration sessions for call center staff, as needed.
* Provide feedback, insights/data & recommendations to internal support groups and leadership.
* Collaborate with Training team to support frontline team member success.
* Create educational content through use of creative design tools.
* Support Corporate Compliance liaison functions.
* Continuously uphold knowledge of department and organization processes/workflows and general information.
* Exhibit a passion for customer experience.

Preferred Skills

* Proficiency in Microsoft Office Outlook, Word and Excel.
* Avaya WFO/QM experience preferred.
* Reporting capabilities preferred.
* Ability to work effectively with management and part of a team to meet targets.
* Strong attention to detail and accuracy skills.
* Customer service focus with experience actively listening, eliciting information, comprehending customer issues/needs, and recommending solutions.

* Excellent verbal, written, and interpersonal communication skills.
* Effective organizational, multi-tasking, and prioritizing skills.
* Ability to handle information professionally and confidentially.
* Ability to articulate complex concepts in a clear manner.
* Ability to follow policies, procedures, and regulations.
* Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment.

Job Qualification

* Minimum of three (3) years customer service experience.
* Minimum of three (3) years health care customer service experience, preferred.
* Medical Billing experience, preferred.

*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).