Anthem, Inc. Member Coach Satisfaction Coordinator in Coconut Grove, Florida
SHIFT: Day Job
Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care. This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health care companies and a Fortune Top 50 Company.
The Member Coach Satisfaction Coordinator is responsible for quality assurance and ongoing development of the call center through monitoring, root cause analysis, and trending and process improvement.
Primary duties include but are not limited to:
Assists with queue calls to help maintain established CMS call center metrics.
Completes root cause data analysis on reports retrieved from customer service systems and from business units.
Completes trending analysis on reports retrieved from customer service systems.
Develops and maintains reporting of various assigned projects providing details as to the scope of the project and ensuring accuracy of the overall project.
Completes call transcriptions of various calls confirming both the appropriateness and effectiveness of the call.
Participates in meetings or trainings from other departments and lines of business, as needed.
Performs simultaneous audit of call recording and call platforms to ensure accuracy of conversation and documentation contained appropriate systems.
Requires high school diploma or general education degree (GED)
Minimum of one to three years related experience required; or any combination of education and experience, which would provide an equivalent background.
Previous experience in a customer service environment and health insurance preferred.
We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few. Anthem, Inc. has been named as a Fortune 100 Best Companies to Work For®, is ranked as one of the 2020 World’s Most Admired Companies among health insurers by Fortune magazine, and a 2020 America’s Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.