The Challenge

Intent is to address rapid growth within healthcare that requires direct oversight of multiple customer support lines with expertise in regulatory programs for patient experience as well as health plans. This position would manage the inbound call lines for patients and health plan members for the individual CAHPS programs.  This role is required to be bi-lingual in an effort to support both English and Spanish speaking customers.  This role, which is based in Novi, MI, will directly support the tracking and monitoring of all customer calls for the purposes of program reporting, compliance and auditing. 

Expectations for Success

You will know you are doing a great job when you:

• Take ownership for CAHPS program customer support lines in accordance with program guidelines
• Provide high quality auditing and tracking of all CAHPS customer support lines
• Assist with data processing and data quality assurance
• Communicate any escalations or required follow-up to the CAHPS team
• Monitor websites for individual CAHPS program updates and trainings
• Maintain CAHPS QAP and CAHPS training documentation
• Attend required CAHPS trainings
• Prepare for and participate in annual CAHPS audits
• Offer translation assistance: provide translation of written comments from Spanish to English on mail surveys; maintain all toll-free numbers for each program, including translations of voicemails from Spanish to English; monitor outbound Spanish-language phone calls conducted by phone vendors

Qualifications & Requirements

• College Degree required 
• Professional proficiency in both English and Spanish
• Ability to translate written Spanish
• Proficient in Microsoft office and Google Suite (Excel, Google Docs, etc.)
• Comfortable in a fast-pace environment
• Ability to communicate clearly and pleasantly in both written and verbal communication

Preferred Qualifications

• Experience in data quality in a healthcare related environment
• Knowledge and experience with Customer Experience 
• Experience in execution of many aspects of CX program delivery, including: survey design and execution
• Bachelor’s degree in business, healthcare administration, or other research-oriented field. 

A Day in the Life:

From managing the CAHPS customer support line, to cross functional team interfacing, to seeking ways to improve processes and scalability of our team, there are no boring days for our team members.

You will oversee the CAHPS Customer Support Lines across a wide variety of healthcare clients using standard guidelines and  methodologies. This entails managing all phases of client implementation to on-going support, follow-up and auditing.  Along the way you will consult and advise and educate patients on program standards, the importance of feedback, while coordinating resources to  ensure high data quality, and provide updates to internal teams maintaining data accuracy.  

Along with responding to patient inquiries both in English and Spanish, you will support the CAHPS Data Integrity Team with quality assurance tasks and tracking.  You will have the opportunity to learn each CAHPS program and research program updates in an effort to keep customer and internal teams current on new program requirements.   

As you grow in this role, there will be opportunities to learn more about the behind the scenes data analytics through data submission and participate in educating internal teams on CAHPS programs. 

In combination with the core duty of managing CAHPS Customer Support Lines, you will also have the opportunity to work on side projects that will help to build a better team environment, as well as to help it run more efficiently and expand our team’s capabilities. As Qualtrics continues its exponential growth so does the Research Services team, and that means a need for scalable processes, continued innovation on our offer, and constant revisions to the current practices in order to fine tune and better our operations.

Being at Qualtrics during this time of unprecedented growth is already exciting, and being a part of the Research Services team only adds to that level of energy and potential. More leadership is needed and we’re hoping it will be you!

What Differentiates Us From Other Companies

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
• We take pride in our offices design aiming at fostering creativity from our rooftop views to an open and collaborative work space.
• 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
• On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our office
• We believe in sharing Qualtrics success which is part of the compensation for all employees
• To learn more about what we value read about it directly from our employeesQualtrics Life stories