Job Title: Quality Audit Specialist
Job Location: Nashville, TN (Remote)
Job Duration: 04 Months Contract (possible extension)
Summary:
Completes day-to-day Quality Review and Audit tasks of Telesales Agents that align to CMS rules and regulations when interacting with a Medicare beneficiary. May assist in more complex audits when necessary. Tasks involve a high degree of time management, forward planning and anticipation of needs/issues.
Responsibilities:

• Perform “live” call monitoring of Telesales Agents to ensure CMS compliance guidelines are achieved
• Review and evaluate recorded call interactions between internal agent and customer
• Maintain reporting metrics as a tracking resource
• Provide feedback to Supervisors and Managers regarding Agent performance and compliance adherence
• Provides support locating calls recordings to departments within Medicare Growth organization
• Performs additional audit assignments as directed by Direct-to-Consumer Leadership
• Provides training as needed to Agents regarding telephonic evaluations
• Ensures that Direct-to-Consumer agents adhere to CMS filed telephonic scripts and agent workflows
• Collaborate with peers to ensure consistency in Agent workflows and processes
• Track and trend monitoring results to identify risks/determine areas of improvement
• Drives strong quality audit results; resolves sources of audit issues and translates to effective training, coaching, mentoring and process improvement.

Qualifications:

• High School Diploma and 3 or more years work related experience required, Bachelor’s Degree highly preferred
• Experience working in a Telesales environment during the CMS Annual Enrollment Period
• Knowledge of CMS compliance policies and procedures preferred
• High attention to detail, quality and accuracy required
• Strong coordination and organizational skills and ability to communicate effectively and follow-up where needed
• Fast-learner and multi-tasking skills
• Ability to work independently and within a team environment in a matrixed environment required
• Strong interpersonal and prioritization skills preferred
• Sales and/or training experience recommended
• Excellent listening, written and verbal communication skills required
• Adaptability, flexibility, and ability to manage through change in a fast-paced environment required.

Requirements:

• Health and Accident Insurance License
• Must be available to work a flexible schedule that may include weekends and the day after Thanksgiving.
• AHIP/Medicare Certification
• Internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

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