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    • Quality Assurance Associate - Topeka - Conduent State Healthcare, LLC

    Conduent State Healthcare, LLC
    Conduent State Healthcare, LLC Topeka

    2 weeks ago

    Default job background
    Description
    Title: Quality Assurance Associate

    At Conduent, we deliver mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments. This role offers the opportunity to make a difference and be part of a culture where individuality is noticed and valued every day.


    Job Description:

    Quality Associates (QA) are responsible for ensuring compliance with policy and procedures. They partner with supervisors to identify QA trends and provide effective coaching/feedback to agents and eligibility professionals. The QA validates audit findings with operational personnel to concur root cause analysis.


    Essential Duties:

    • Evaluate recorded calls to assess employee technical accuracy, customer service performance, documentation, and conformity to department policies and procedures.
    • Review and monitor employees' transactional work to assess technical accuracy, customer service performance, documentation, and conformity to department policies and procedures.
    • Document and provide management with daily/weekly reporting to identify issues and provide solutions; track quality issues and provide feedback to managers.
    • Work in partnership with supervisors to provide timely coaching and ensure continuous improvement.
    • Facilitate coaching workshops based on worker errors.
    • Collaborate with the Quality team to maintain quality standards and ensure proper evaluation methodology.
    • Identify and recommend changes to the quality review guidelines as processes/procedures are modified for frontline staff.
    • Identify and recommend enhancements to coaching and training materials as needed to improve the overall customer experience.
    • Responsible for activities involving quality assurance and compliance with all applicable company and regulatory requirements.
    • Adheres to the KDHE/Conduent Quality Assurance Plan.
    • Implements key process improvement efforts and influences cross-functional efforts.
    • Interacts with external auditors, providing process documents, evidence, and remediation plans.
    • Must be willing to work onsite.
    • All other duties as assigned.

    Skills/Abilities:

    • Exceptional listening and analytical skills.
    • Excellent planning, organization, and problem-solving abilities.
    • Meticulous with strong attention to detail and takes self-initiative.
    • Disciplined and can follow precise procedures and guidelines.
    • Ability to identify issues, obtain relevant information, compare data from different sources, and identify alternate solutions.
    • Ability to adjust effectively to work within new processes and requirements.
    • Strong written and oral communication skills required.
    • Ability to maintain confidentiality and professionalism.
    • Ability to research, assess, audit, and apply information to practices and standards.
    • Proficient in Microsoft office suite.
    • Strong ability to read and interpret written information.
    • Strong oral communication and group presentation skills.
    • Clear and professional written communication.
    • Ability to synthesize and analyze complex information.

    Qualifications/Experience Preferred:

    • Possess an Associate's Degree or Bachelor's degree preferred.
    • 3 years' experience in Medicaid Eligibility with proven proficiency and knowledge.
    • Bilingual, preferred.

    Pay Transparency Laws require disclosure of compensation and/or benefits-related information. Actual salaries will vary based on factors like location, experience, and performance. This position may be eligible for a bonus or incentive. In addition to base pay, this position includes health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time.


    Conduent is an Equal Opportunity Employer considering applicants without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

    People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s). At Conduent, we value the health and safety of our associates, their families, and our community. For US applicants, while vaccination is not typically required, you must provide your vaccination status, where legally permissible.

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Quality assurance associate