Sr Specialist, Medicare Member Engagement (Remote)

Molina Healthcare; Long Beach (CA); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player in healthcare services is seeking a dedicated Quality Assurance Specialist to enhance member engagement and satisfaction. This role offers the opportunity for career advancement within a supportive and collaborative environment. You will monitor call interactions, provide constructive feedback to agents, and work closely with training teams to develop impactful training programs. If you have a passion for quality assurance and a desire to make a positive impact in the healthcare sector, this position is perfect for you. Join a team that values your contributions and fosters professional growth.

Benefits

Career Advancement Opportunities

Competitive Benefits Package

Collaborative Work Environment

Qualifications

• 3+ years in customer service focusing on quality assurance.
• Excellent communication skills for collaboration with team members.

Responsibilities

• Monitor concierge call interactions and assess agent performance.
• Provide feedback to agents and collaborate with training teams.

Skills

Customer Service

Quality Assurance

Communication Skills

Problem-Solving Skills

Bilingual (Spanish, Chinese, Korean, Vietnamese)

Education

High School Diploma

Associate or Bachelor’s Degree in Social Work or Related Field

Tools

Microsoft Office Suite

Quality Monitoring Tools

Job description

Employer Industry: Healthcare Services

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Competitive benefits and compensation package
- Supportive and collaborative work environment
- Chance to make a positive impact on member engagement and satisfaction
- Work closely with training teams to enhance agent performance

What to Expect (Job Responsibilities):
- Monitor and evaluate concierge call interactions to assess agent performance against quality standards
- Provide constructive feedback to agents and team leaders, identifying strengths and areas for improvement
- Document evaluation results and present findings to management with recommendations for training
- Collaborate with training teams to develop and implement training programs
- Identify trends in customer interactions and recommend process improvements

What is Required (Qualifications):
- High School Diploma or equivalency
- Minimum of 3 years’ experience in customer service with a focus on quality assurance or healthcare systems
- Experience conducting intake, interviews, and/or research of consumer or provider issues
- Excellent written and verbal communication skills for collaboration with members and team members
- Basic understanding of managed healthcare systems and Medicare

How to Stand Out (Preferred Qualifications):
- Associate or bachelor’s degree in social work, human services, or a related field
- Experience with Medicare and Medicare managed plans such as MAPD, DSNP, and MMP
- Strong problem-solving skills and attention to detail
- Proficient in Microsoft Office Suite and quality monitoring tools
- Bilingual in Spanish, Chinese, Korean, or Vietnamese

#HealthcareServices #QualityAssurance #CustomerService #CareerOpportunity #BilingualSkills

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