Senior Quality Assurance Advocate

Title: Senior Quality Assurance Advocate

Location:

Eagan, MN

time type

Full time

job requisition id

R0006336

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. 

 

The Senior Quality Assurance Advocate utilizes the data gathered through the Health Valet Quality Review process to provide recommendations to our business partners in support of improved processes, improved training experience, and enhanced associate experiences through mentoring and individualized feedback. 

 

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 Leadership and Training 

• Represent the Quality team as a subject matter expert to provide data and recommendations in meetings with our business partners  

• Identify and streamline processes, workflows, and standards to enhance service delivery and the customer experience 

• Develop and conduct targeted group and/or individual coaching sessions that address quality deficiencies and/or improvement opportunities 

• Analyze data to provide personalized mentoring and feedback to associates which may include side-by-side reviews of audits, and a detailed process instruction 

• Identify gaps in associate knowledge, skills and understanding in order to make improvement suggestions to both the associate and their leadership 

• Host job shadowing sessions 

• Assist in the training, mentoring, and coaching of a new or existing Quality team members 

• Support new hire associates with hands-on interactive training and feedback 

• 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 18 months in the Quality Assurance Advocate role with experience in multiple lines of business and/ or in two or more of the following areas: Customer Service, Claims, Membership, International Standard on Quality Control (ISC), Appeals & Grievance, 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

 

 

$61,200.00 - $79,500.00 - $97,800.00 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

 

To discover more about what we have to offer, please review our benefits page.

 

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.