Associate Professional Quality

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Assess interactions within the contact center and back-office transactions, including intricate cases, for precision, compliance, and adherence to established quality standards.

• Perform quality evaluations and audits.

• Examine performance trends and uncover opportunities to enhance operational efficiency.

• Engage in and, when suitable, lead calibration sessions.

• Work collaboratively with operational teams and stakeholders to convey quality insights, assist in coaching opportunities, and address identified challenges.

• Suggest improvements to processes and policies based on quality outcomes, operational trends, and insights derived from data.

• Utilize quality monitoring systems, reporting tools, and automation to enhance the efficiency and effectiveness of quality assurance.

• Support healthcare contact center and back-office functions.

• Collaborate with cross-functional teams to achieve operational objectives and foster continuous improvement initiatives.

• Handle multiple priorities while ensuring accuracy, attention to detail, and adherence to established performance expectations.

• Adapt to changing business needs, client demands, and operational processes.

⛳️ Requirements

• Bachelor's degree or an equivalent combination of education and experience.

• A minimum of two years in quality assurance or relevant subject matter expertise.

• Proven understanding of Medicaid Management Information Systems (MMIS) operations, including one or more functional areas such as Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, Data/Back Office Operations (DBO), or Provider Relations/SURS.

• Familiarity with quality assurance principles, monitoring techniques, auditing practices, and performance evaluation.

• Proficiency in the Microsoft Office Suite and SharePoint.

• Knowledge of quality monitoring platforms such as NICE CXone, Verint, or similar systems.

• Strong analytical, organizational, and communication abilities.

• Capability to collaborate effectively across teams and communicate actionable insights.

• Must be available to work from 8:00 a.m. to 5:00 p.m. Central Time.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.

• Potential for career growth.