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 Bilingual (English and Spanish) Quality Review Specialist - Green Bay, WI - GREEN BAY, Wisconsin, United States

Job information
Posted by: UnitedHealth Group 
Hiring entity type: Insurance 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Customer service & support
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Spanish - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 835176 / Latpro-3691374 
Date posted: Jul-02-2019
State, Zip: Wisconsin, 54301


Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

The Bilingual (English and Spanish) Quality Review Specialist evaluates telephonic interactions between consumers and sales agents to ensure adherence to key compliance, customer and organizational requirements. This position conducts evaluations and provides feedback to reduce errors and improve performance.

Primary Responsibilities:

  • Monitor agents and representatives for compliance with established processes, policies and guidelines.
  • Provide feedback and coaching to agents and representatives based on evaluation results
  • Utilize applicable systems / tools to maintain and document Quality metrics / outcomes
  • Identify opportunities to improve process performance
  • Create and maintain tracking reports in relation to performance
  • Serve as a subject matter resource to team members, supervisors and management staff

Required Qualifications:

  • High School Diploma / GED (or higher)

  • Bilingual in English and Spanish

  • Proficiency in Microsoft Office suite - Microsoft Word (create and edit correspondence), Microsoft Excel (ability to create, edit, and sort spreadsheets), and Microsoft Outlook (email and calendar management)

  • Ability to work Monday - Friday, 8am - 4:30pm CST

Preferred Qualifications:

  • Knowledge of medical insurance deductibles, copays, and other basics
  • Previous healthcare / Medicare industry experience
  • 1+ year of call center experience

Soft Skills:

  • Demonstrate understanding of applicable quality requirements and guidelines

  • Work independently; plan, prioritize, organize and complete work to meet established objectives

  • Use critical thinking skills to determine business impact when completing an evaluation

  • Clear and concise communication skills

  • Demonstrate initiative and innovative thinking

  • Apply knowledge / skills to a range of moderately complex activities

  • Demonstrate great depth of knowledge / skills in own function

  • Sometimes act as a technical resource to others in own function

  • Solves moderately complex problems on own

  • Works with team to solve complex problems

Careers at UnitedHealthcare Medicare & Retirement_. The Boomer generation is the fastest growing market segment in healthcare. And we are the largest business in the nation dedicated to serving their unique health and well - being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our Healthcare system. Ready? It's time to do your life’s best work.SM

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: UHG, UHC, quality review specialist, call center, coaching, quality metrics, medical insurance, healthcare, Medicare


Please see job description.


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