Quality Assurance Advocate

Coupe Health•Eagan, MN

4d•$60,000 - $85,000•Remote

About The Position

About Coupe Health Healthcare today is complicated and confusing. Coupe Health changes that. Coupe delivers a different healthcare experience – one that is streamlined and simplified, saving our members time and money. At Coupe, we are passionate about transforming healthcare. Come join our team. The Impact You Will Have This role is responsible for conducting Coupe Customer Service quality reviews in order to build a consistent customer experience, to advocate for our members, and to provide associates and leadership with feedback in support of improved performance. This role also provides objective insights through the monitoring of compliance with documented rules and requirements.

Requirements

1+ years of related experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
Minimum of 1 year of operations related experience in one or more of the following areas: Customer Service, Claims, Membership, International Standard of Quality Control ( ISC), Appeals & Grievance, and Payment Integrity
Self-Starter with high initiative
Proven ability to work independently
Excellent organizational skills with strong attention to detail
Demonstrated track record of achievement with ability to identify opportunities and deliver on customer expectations.
Strong collaboration, problem solving and consensus building skills
Demonstrated effective interpersonal and conflict resolution skills
Excellent verbal and written communication skills
Proven ability to interpret and analyze data, draw conclusions, and provide recommendations for process improvement
High school diploma (or equivalency) and legal authorization to work in the U.S.

Nice To Haves

Bachelor’s degree
Previous experience providing feedback, coaching, and mentoring
Experience using Salesforce or other CRM tools
Strong Excel skills, including data analysis and reporting
Familiarity with NCQA standards

Responsibilities

Perform and document quality review checks for Operations business partners that support best practices and improve overall customer experience
Analyze quality review results to provide associate feedback and to identify trends and opportunities for improvement in collaboration with peers and Training
Able and willing to support new hire associates with hands-on interactive training and feedback
Increase associate abilities to meet member and customer needs (Member Advocacy Fluency) through partnership with Training and Operations leadership
Adapt to evolving healthcare guidelines and processes to help associates provide accurate and complete information to members who are on their health journey
Act as a compliance partner to mitigate risk and ensure HIPPA and NCQA accreditation standards are met