Service Quality Specialist


Service Quality Specialist

New York, New York

1 additional location

New York, New York

  • Foster relationships with members to regain their loyalty and resolve their issues. 
  • Develop an end-to-end operational customer experience analysis and management capability. 
  • Apply Change Leadership at all times to influence effective business decisions, vendor management and member outcomes.

Responsibilities:

  • Fully research the member experience and issue.  Contact the member to resolve operations, product, delegate and service issues.  Develop recommendations to Service, Sales, Providers and Operations to remove customer obstacles resulting in reduced call volume, improved customer satisfaction, and improved first call resolution.  
  • Partner with senior and line management to facilitate implementation of root cause recommendations.  Monitor After Call Survey, Service Cloud and operational metrics to measure the impact on customer loyalty and operational improvements.  
  • Provide recommendations to Operations, Product, Vendors, Delegates and Service in order to improve first call resolution, quality scores, CAHPS scores and After Call Survey results.  Work with the enterprise, CTS and other vendors to resolve and provide full evaluation and feedback on service, vendor and process issues.  
  • Develop and help implement recommendations for customer service training, member education, provider communication and delegate communication.  
  • Manage projects to reduce member administrative and medical burdens.  Measure and improve business critical operational KPIs/metrics identified to increase Customer Loyalty objectives. 

Requirements:

  • BS or BA degree required; additional years of related experience may be used in lieu of Degree 
  • 3 years related experience (in positions designed to drive member experience and root cause analysis) required
  • Expertise with Microsoft office products including Excel required
  • Excellent leadership skills and the ability to influence line management decisions with data driven facts required
  • Solid change leadership, facilitation, oral and written communication, and presentation skills required
  • Strong problem solving and analytical skills to be applied to a wide array of business problems and challenges required
  • Ability to deal with ambiguity and to interact with all levels of management up to and including Executives required
  • Self starter and independent thinker required
  • Bilingual - Spanish preferred

Additional Information

  • Job Type: Standard
  • Schedule: Full-time
  • Employee Status: Regular

Company
ConnectiCare
Posted
10/02/2021
Salary Range
$53,000.00 - 89,000.00
per Year
Salary range estimated by
Location
New York, NY 10001, US
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