Call Quality Auditor
- Tacoma, WA
- $18.50-21.00 per hour
- Permanent
- Full-time
- $18.50 - 21.00 per hour
- Health and Welfare Fringe Benefits: $4.93 per hour
- Paid Time Off - 10 8-hour days
- Paid Holidays - 11 days
- Paid Sick Time
- Company-funded match and safe harbor 401(k)
- Medical, Dental and vision plans available
- Life insurance and accidental death plans available
- Short-term and long-term disability plans available
- TRICARE Supplemental available
- Supplemental Benefit plans available
- Employee Assistance Program
- Pet Insurance Plans available
- Will Preparation Services available
- Complete audits on assigned agents monthly to attain 5% minimum requirement to include inbound and outbound calls.
- Complete processing audits on RMS/CLR as required on assigned agents monthly.
- Participate in quarterly calibration sessions with leadership.
- Participate/host enhancement (brown bag) sessions as needed.
- Ensure contractual and procedural compliance in each audit.
- Thorough documentation of deficiencies, areas of opportunity and positive feedback.
- Provide feedback to leadership regarding trends, potential process deficiencies, and provide potential solutions.
- Become a subject matter expert for each department.
- May host virtual chairside.
- Assist in creation of new call quality related documents, to include policies, procedures, job aids and communications.
- Required to assist with RMS/CLR inbound calls and processing on Mondays, and may be required to take RMS/CLR calls on other days of the week due to business need.
- May be required to assist with PAS calls during system down times, inclement weather or other emergent needs.
- Will assist as needed with PAS Customer Experience audits.
- Must be in current role for six months or greater
- Must have 6 months+ of Referral Management experience processing referrals in the Genesis system
- Must not be on any disciplinary action
- Must be meeting current quality standards and maintain compliance with posted schedule on a consistent basis
- Must be meet attendance standards to maintain call quality auditor position
- Exceptional communication skills, to include proper grammar and punctuation
- Ability to work independently with minimal supervision
- Ability to interpret policy and apply to auditing (critical thinking)
- Excellent time management