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 Quality Assurance Specialist - Bilingual Mandarin - Multiple Locations - Franklin, Tennessee, United States

Job information
Posted by: UHG 
Hiring entity type: Other 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Operations - Quality
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 721774118 / Latpro-3699129 
Date posted: Aug-14-2019
State, Zip: Tennessee, 37064


OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCares support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.

Major Responsibilities: 

  • Responsible for quality assurance by conducting audits of calls for all Customer Service Scheduling Coordinators
  • Provide feedback to scheduling coordinators on audit results in ICBM (Business Manager)
  • Provide verbal and / or written feedback directly to Scheduling Coordinators and leadership staff on audit results
  • Analyze information and utilize to build recommendations to reduce errors and improve processes and performance
  • Create, maintain and track reports in relation to performance
  • Advise Management of trends that are observed so residual trainings can be performed
  • Serve as a subject matter resource to scheduling coordinators, supervisors and management staff
  • Will act as a resource and mentor to others as it pertains to quality monitoring and process coaching; this includes but not limited to PAC, QA Shadowing, etc
  • Participate in TeamCare team meetings and answer questions about scorecard
  • Collaborate with Training, TeamCare management, Member Experience and peers when needed, in all locations (TN, MD, MO, CA and India)   
  • Ability to monitor several new / on - going projects, including calls, M&R, C&S Advocate4me, OAH, and URS clients, etc
  • Responsible for live monitoring Scheduling Coordinators telephone interactions, for the purpose of ensuring quality service, and adherence to approved scripting
  • Responsible for using approved department forms to document quality reviews
  • May assist with the development of call center training and quality assurance processes
  • May work with QA / Training, TeamCare leadership and senior management on coaching, training, and the development of scheduling coordinators
  • Support and suggest improvements / recommendations to meet the highest level of customer satisfaction
  • Responsible for reviewing / monitoring system documentation for adherence to department procedures and policies
  • Must be able to manage call monitoring activities for a high volume call center
  • Advise management immediately for any type of Zero Tolerance call
  • Follow department QA plan to ensure quality customer service
  • Ensure that metrics are met for the amount of calls monitored for each coordinator and the amount of disposition audits performed
  • Extensive work experience, possibly in multiple functions
  • Work does not usually require established procedures
  • Must be able to work independently
  • Must be able to multi - task
  • Coordinate others' activities
  • Other duties as assigned

    Required Qualifications:

    • High School Diploma / GED (or higher)
    • Bilingual fluency in English / Mandarin
    • 1+ years of Call Center experience member / employee engagement (direct or indirect)
    • Experience with coaching and mentoring with the purpose of improving call quality
    • 6+ months experience handling escalated calls
    • Business Manager experience with Quality auditing tools
    • Proficient computer skills including Microsoft Word (create / edit documents), Microsoft Excel (create / edit spreadsheets) and Microsoft PowerPoint (create / edit / navigate presentations)
    • Experience with Call Center technology (i.e. auto dialer, work force management software)

    Soft Skills:

    • Excellent interpersonal skills with the ability to adapt communication to audience
    • Ability to coach and develop staff in a positive manner
    • Excellent verbal and written communication skills
    • Professional and positive display of compassion and commitment to service excellence
    • Must have the ability to prioritize assignments in a fast paced environment
    • Ability to perform tasks with minimal supervision, a high level of accuracy, and strong attention to detail
    • Ability to motivate and encourage others
    • Excellent organizational skills and the ability to work in a fast - paced, teamwork environment
    • Must be a team player and have the ability to interact cross functionally within the organization

    Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity 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: Customer Service, Quality Audit, CPC, ICD-10, Auditing


    See job description.


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