Bilingual Spanish Customer Service Quality / Audit Representative - Mi

UnitedHealth Group
14 Feb 2018
26 Feb 2018
Job role
Contract type
Full time
Position Description: Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.The Bilingual Spanish Customer Service Quality / Audit Representative monitors adherence to HIPAA and the Centers for Medicare & Medicaid Services (CMS) Guidelines through quality monitoring on internal and external Medicare Telesales Agents and Sales Support Representatives. Primary Responsibilities: Monitor agents and representatives for compliance with established processes, policies and guidelines Provide feedback and coaching to agents and representatives based on evaluation results Analyze information and utilize to build recommendations to reduce errors and improve process performance Create and maintain tracking reports in relation to performance Serve as a subject matter expert to team members, supervisors and management staff Applies knowledge / skills to a range of moderately complex activities Demonstrates great depth of knowledge / skills in own function Sometimes acts as a technical resource to others in own function Proactively identifies solutions to non–standard requests Solves moderately complex problems on own Works with team to solve complex problems Plans, prioritizes, organizes and completes work to meet established objectives Clear concise communication skills Works independently Demonstrates initiative and innovative thinking