Call Center Quality Assurance Specialist @ Welbe Health

Are you ready to pioneer change and make an impact from day one? WelbeHealth is thrilled to announce a unique opportunity to join our team in a newly created role! WelbeHealth is a value-based healthcare organization that’s transforming the future of senior care by providing an all-inclusive care option to our most vulnerable senior population. As we continue to grow and innovate, we’re seeking a dynamic individual who is passionate about shaping the future of our organization.

The Welbe Advocate Hub Quality Assurance Specialist focuses on monitoring and assessing customer interactions using defined processes to improve the customer experience and ensure service excellence. The Quality Assurance Specialist will be accountable for highlighting immediate compliance concerns, assisting in generating standard process measurement reporting, and developing quality guidelines and procedural manuals for the Welbe Advocate Hub.

Essential Job Duties:

Develop structure to ensure that quality assurance audits are being conducted for all functions and staff on a regular basis, and develop routine reporting on audit performance
Implement systems for capturing direct participant feedback and for reporting on participant experience in working directly with the Hub
Conduct quality assurance audits to calibrate tools and train internal auditors on tools to ensure consistency in audits
Work collaboratively with Hub leadership and Hub training team to develop and update training materials to address any gaps found in quality assurance audits
Partner with cross-functional departments such as Quality Improvement to ensure quality assurance surveys reflect compliance and regulatory requirements
Conduct grievance research, trend findings, and highlight opportunities for training and system process opportunities within the Hub

Job Requirements:

High school diploma or equivalency required
Minimum of three (3) years of experience in Quality Assurance/Auditing required
Minimum of one (1) year of call center/contact center experience preferred
Minimum of three (3) years of experience in healthcare preferred
Knowledgeable with technology, especially computers, software applications, and phone systems, including experience using Microsoft Office and electronic medical records systems, preferred

Benefits of Working at WelbeHealth: Apply your expertise in new ways as we rapidly expand. You will have the opportunity to design the way we work in the context of an encouraging and loving environment where every person feels uniquely cared for.

Medical insurance coverage (Medical, Dental, Vision) starting your first day of work with us
Work/life balance – we mean it! 17 days of personal time off (PTO), 12 holidays observed annually, sick time
Advancement opportunities - We’ve got a track record of hiring and promoting from within, meaning you can create your own path!
And additional benefits

Salary/Wage base range for this role is $67,829.78 - $81,395.73 annually + Bonus + Equity. WelbeHealth offers competitive total rewards package that includes, 401k match, healthcare coverage and a broad range of other benefits. Actual pay will be adjusted based on experience and other qualifications.

Compensation

$67,829.78—$81,395.73 USD

COVID-19 Vaccination Policy

At WelbeHealth, our mission is to unlock the full potential of our vulnerable seniors. In this spirit, please note that we have a vaccination policy for all our employees and proof of vaccination, or a vaccine declination form will be required prior to employment. WelbeHealth maintains required infection control and PPE standards and has requirements relevant to all team members regarding vaccinations.

Our Commitment to Diversity, Equity and Inclusion

At WelbeHealth, we embrace and cherish the diversity of our team members, and we’re committed to building a culture of inclusion and belonging. We’re proud to be an equal opportunity employer. People seeking employment at WelbeHealth are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), pregnancy or other status protected by applicable law.

Beware of Scams

Please ensure your application is being submitted through a WelbeHealth sponsored site only. Our emails will come from @welbehealth.com email addresses. You will never be asked to purchase your own employment equipment. You can report suspected scam activity to [email protected]

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