Job description

Operational Auditor

Who are we?
Versant Health is one of the nation’s leading administrators of managed vision care, serving millions of our clients’ members nationwide. We are driven by our mission to help members enjoy the wonders of sight through healthy eyes and vision.

As a Versant Health associate, you can enjoy a comprehensive Total Rewards package, which includes health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, no-cost-to-you vision insurance for you and your qualified dependents. We are also invested in your success. There are many opportunities for advancement and development throughout all stages of your career with us.
See how you can make a difference with the support of strong leadership and a team environment.

See Everything, Be Anything™.

What are we looking for?

Under general direction, this position is responsible for supporting all aspects of call quality monitoring for the organization’s call centers. This position will help preserve service excellence through: monitoring and assessing customer interactions with call center associates; documenting agent quality performance, highlighting immediate quality issues, calibrating for auditing consistency and facilitating coaching opportunities with associates and call center management.

Where you will have an impact

• Objectively performs all aspects of call monitoring and assessment of call center associates for both inbound and outbound calls
• Conducts key-word auditing of call documentation and facilitates corrections per guidelines
• Ensures data accuracy of individual audits into prescribed audit scorecards
• Participates in team call calibration exercises
• Participates in internal listening sessions with call center associates and managers as needed
• Continually educates towards becoming a subject matter expert in all business segments applicable to auditing scope
• Provides regular feedback to program manager regarding call trending or compliance issues that may arise during monitoring responsibilities
• Promotes suggestions for process improvement to foster exceptional customer service
• May assist with the creation and updating of quality procedure/training manuals
• Engage in coaching of associates based upon audit results
• Adhere to privacy and confidential and proprietary company policies and procedures (i.e. HIPAA)
• Additional duties as assigned

What’s necessary to do the job?

• Associate’s degree in related field or equivalent combination of experience and education.
• Minimum 3 years of call center auditing experience within a health insurance environment.
• CMS Medicare call center and/or call auditing experience required
• Call center quality management software experience, NICE inContact preferred
• Proficiency in Microsoft Office, with strong Excel skills

HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.

Versant Health will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.

Versant Health is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at Versant Health without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

The wage range for applicants for this position is [$60,000.00 to $65,000.00].
All incentives and benefits are subject to the applicable plan terms.

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