MSLA is a Medical Corporation that provides comprehensive independent medical evaluations (IME) and other IME related services to the government and private industry. Our business philosophy incorporates both exceptional customer service and quality evaluations, both of which are the primary factors for our rapid growth since our inception in 1998. No industry is moving faster than health care. And no organization is better positioned to lead health care forward. We need attention to every detail with an eye for the points no one has considered. The rewards for performance are significant. You'll help improve the health of millions. And you'll do your life's best work.(sm) The Call Center Quality and Audit Representative will audit recorded calls and provide feedback on those calls. This position is responsible for all aspects of quality assurance within customer service. This position conducts audits and provides feedback to reduce errors and improve processes and performance. This is an excellent opportunity to use your interpersonal skills in a role where you would have room for advancement while positively impacting our customer service. This position will be based in our Tampa (Brandon) MSLA office locations. The ideal candidate will oversee the work of two virtual call center teams, in California and Florida, and report findings to the two team leaders and two managers of the Provider Network/Provider Relations group.Primary Responsibilities:Lead quality assurance by conducting audits of calls of Customer Service Representatives Provide coaching/feedback to advocate in call evaluations to enhance performance Analyze information and utilize to build recommendations to reduce errors and improve process performance Participate in calibration sessions ensuring calls are scored consistently throughout the teams Interact with the leadership group to aid in overall staff development Assist in queue when required during volume spikes Assist Learning and Delivery with training initiatives to develop staff skills Enhance the customer experience by assisting with tools and feedback for staff to provide a better satisfaction and resolution
Required Qualifications:Associate's degree or college level courses completed2+ years work experience in a call center 1+ year customer service experience in a corporation/business1+ year experience working within quality assurance or RxExpress, Rx Claims, RXHD, and QFiniti 2+ years experience using corporate call center phone systems and software (tools such as Micolab a plus)Intermediate experience with Microsoft Excel and MS WordKnowledge of commercial (HMO/PPO) and Medicare productsPreferred Qualifications:2+ years in a healthcare environment2+ years in a provider relations or provider network nicheKnowledge of HIPAA and pharmacy claims processingAuditing certificationExperience or licensure as a Pharmacy TechnicianExperience working with Facets and/or MacessIf the hired individual resides in Florida (office based or telecommuting) this position requires the AHCA Level II background check (fingerprinting) by the State of Florida for all clinicians that have direct face to face contact with members OR employees who will have access to confidential patient data and will require renewal every five years. Careers with MSLA. Our focus is simple. We're innovators at providing technology - driven, comprehensive, independent medical evaluations to government and private entities. In addition to our core clinics located throughout California, Nevada and Hawaii, we manage an extensive nationwide network of fully credentialed physicians in all major specialties. We've joined Optum, part of the UnitedHealth Group family of businesses. And when you join our team, you'll impact the lives of others by verifying the validity of claims, providing quality examinations and meeting the timelines that make a difference for our customers. Here, you'll join a team that makes you want to do better every day, resulting in your life's best work.(sm)https://www.mslaca.com/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. Job Keywords: MSLA, Call Center, Quality Audit Representative, Customer Service, quality assurance, Tampa, FL., Florida
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.