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Perform compliance quality audits on all Inbound and Outbound teams including teams with casework in Operations and Enrollment. Assist in the development of QA strategies on policies, procedures and systems to accurately measure and report areas of improvement. Manage turn-around times to ensure compliant with business requirements. Participate in any internal compliance or external CMS audit or state audit. Assist in the development of trending issues. Recommend training improvement changes. Perform random Shopper Test Calls and Root Cause Analysis on Operational areas to ensure accuracy of departmental processes and identify, when needed, process improvement opportunities.
Conduct daily quality reviews on associate calls, enrollment files and/or casework in accordance with WellCare's quality policy
Review casework (CTM, Grievance) and call documentation for thoroughness, and accuracy of information while meeting compliance turn-around-times in accordance with WellCare Policy and Procedure and any government (Federal or State) processes
Summarize and communicate to management audit results on a regular schedule
Assist with team training and attend calibration
Identify trends, prioritize and recommend improvement in documentation and call handling.
Assist in review of all CMS audits, internal or external state audits. Identify training opportunities, individual and team coaching needs and reports findings to senior management.
Develop and present ideas for performance and process improvement within the department
Acts as subject matter expert (SME)
Assist with other projects and duties as assigned
Required - A High School Diploma or GED
Preferred - A Bachelor's Degree in a related field
Required - 3 years of experience in Customer Service related position (or 2 years WellCare experience)
Preferred - 2 years of experience in directly related audit work
Preferred - Healthcare experience
Ability to multi-task
Ability to work in a fast paced environment with changing priorities
Ability to remain calm under pressure
Ability to sit for extended periods of time
Demonstrated technical expertise in performing quality reviews along with analysis of results
Required - Proficiency working in Microsoft Word, Excel and Outlook
Preferred - Knowledge of additional software programs as necessary