Full-Time Care Advocate Quality Assurance Specialist

• Monitoring and evaluating client call interactions and associated documentation
• Documenting performance strengths and weaknesses using QA tools
• Providing feedback to Stewards utilizing audit results
• Highlighting compliance, documentation and/or process issues
• Ensuring consistency in service expectations and process standards among Health Plan Health Assistants, Care Advocates, Claims & Benefits staff, Health Care support staff, and other non-clinical employee interactions
• Ensuring adherence to service expectations and process standards
• Providing ongoing feedback to key organizational partners on client satisfaction and client perception

• Monitor, evaluate, and score clients’ interactions (e.g. calls, mobile messages) according to Accolade’s defined internal standards
• Utilize quality dashboards and other automated tools to provide analysis and insights into performance opportunities
• Listen and research recorded calls to identify rationale for variances and inconsistencies in policy adoption among Care Advocate Center representatives
• Review all documentation in client record associated with calls
• Maintain a thorough understanding and ability to follow established process and procedures for Care Advocates and customers
• Provide feedback and evaluation to Quality leadership regarding trends in variances of established policies, procedures, engagement models
• Ensure call handling compliance with following up on member issues, conditions, contextual red flags and that the client is supported beyond their initial reason for calling
• Based on call calibration analysis, recommend process and policy improvements to reduce costs and inefficiencies
• Identify opportunities for development and work with Learning & Development to create customized learning opportunities
• Consistently meet departmental expectations regarding productivity and calibration
• Participate and complete all relevant training and education for Front Line Care Team employees to provide feedback and evaluations in compliance with

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