Quality Assurance Advocate

Title: Quality Assurance Advocate

Location: River Park I, Eagan, MN

Full time

job requisition id R0006335

Job Description:

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. 

Your 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 

 

Required Skills & Experience  

• 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. 

Preferred Skills & Experience 

• 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 

Role Designation Teleworker

Role designation definition: Teleworking is working full time remote. Hybrid is a minimum of 2 days onsite. Onsite is full-time onsite.

Compensation and Benefits

$60,000.00 - $69,100.00 - $85,000.00 Annual

Pay is based on several factors which vary based on position, including skills, ability, and knowledge the selected individual is bringing to the specific job.

We offer a comprehensive benefits package which may include:

• Medical, dental, and vision insurance

• Life insurance

• 401k

• Paid Time Off (PTO)

• Volunteer Paid Time Off (VPTO)

• And more

Equal Employment Opportunity Statement

At Coupe Health, we are committed to paving the way for everyone to achieve their healthiest life. Coupe Health is an Equal Opportunity Employer and maintains an Affirmative Action plan, as required by Minnesota law applicable to state contractors. All qualified applications will receive consideration for employment without regard to, and will not be discriminated against based on any legally protected characteristic.

Individuals with a disability who need a reasonable accommodation in order to apply, please contact us at: Talent.Aqcuisition@coupehealth.com.

Coupe Health recruiters may contact you from emails ending with @bluecrossmn.com and @coupehealth.com.