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 Quality Review Specialist (Bilingual English / Spanish) ? Roanoke, VA - ROANOKE, Virginia, United States

   
Job information
Posted by: UnitedHealth Group 
Hiring entity type: Insurance 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Customer service & support
Insurance
 
Travel: Minimal 
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: 877811 / Latpro-3744539 
Date posted: Jun-19-2020
State, Zip: Virginia, 24019

Description

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.


Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care system. It’s dramatic. It’s positive. And it’s being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best resources and tools in the world to help serve our members by ensuring the quality of our customer service operations and the customer experience. This is no small opportunity.


The Quality Review Specialist (Bilingual English / Spanish) is responsible for monitoring adherence to HIPAA and CMS Guidelines through Quality Monitoring on internal and external Telesales Agents and Sales Support Representatives.


This position is full - time (40 hours / week) Monday - Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (8:00am - 6:00pm). It may be necessary, given the business need, to work occasional overtime. Our office is located at 3645 Thirlane Rd North, Roanoke, VA.


Primary Responsibilities:

  • Monitors agents and representatives for compliance with established processes, policies and guidelines
  • Provides feedback and coaching to agents and representatives based on evaluation results
  • Analyze information and utilize to build recommendations to reduce errors and improve process performance
  • Creates, maintains and tracks reports in relation to performance
  • Serve as subject matter resource to team members, supervisors and management staff
  • Applies knowledge / skills to a range of moderately complex activities
  • Demonstrates great depth of knowledge / skills in own function
  • Sometimes act as a technical resource to others in own function
  • Proactively identifies solutions to non - standard requests
  • Solves moderately complex problems on own
  • Works with team to solve complex problems
  • Plans, prioritizes, organizes and completes work to meet established objectives

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.



Requirements

Required Qualifications:

  • High School Diploma / GED (or higher)
  • 2+ years of experience in a Customer Service or tele - sales role within a call center 
  • Previous experience working with Microsoft Office including Microsoft Outlook, Microsoft Word, and Microsoft Excel (ability to create, edit, send and save emails, documents, and spreadsheets)
  • Bilingual in English / Spanish
Preferred Qualifications:
  • Associate's Degree (or higher)
  • Previous Medicare / Medicaid experience

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: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, healthcare, office, phone support, training class, customer service advocate, customer service rep, SME, Senior, SR, Quality, Audit, bilingual, spanish


 

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