Operations Quality Associate

Operations Quality Associate

Full TimeTechnical

Orlando, FL, Maitland, FL, US

Alegeus is the market leader in consumer revenue directed healthcare (CDH) solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts (including FSAs, HSAs, HRAs), the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare. 

More than 500 clients – including health insurance plans, third party administrators, benefit brokers and financial institutions – leverage the Alegeus CDH platform to administer healthcare benefit accounts on behalf of their employer group customers.   

SUMMARY:

Monitors and evaluates the quality of work as measured against timeliness, accuracy, and productivity standards. Documents quality issues, performance measures and quality improvements for management review. Provides information to assist in giving feedback to employees, and in the training of employees. Ensures proper application of and compliance with internal and regulatory standards, guidelines and procedures.   MAJOR

RESPONSIBILITIES: 

Participate in design of quality monitoring formats and quality standards. Performs quality audits and provides feedback to Quality Analysts and Leadership for analysis and reporting - monitoring monetary and non-monetary transactions, claims, phone calls and written inquiries for accuracy Uses quality monitoring system to compile and track performance at team and individual level.  Becomes an expert in internal performance standards so as to measure personnel against those standards Delivers bi-weekly feedback to supervisors and team members on improvement opportunities Collaborates with managers and supervisors to update training and reference materials.

SKILLS/KNOWLEDGE:

No documented attendance or performance issues within the last 6 months Strong knowledge of plan design and how that affects claim processing and member experience Expert comprehension of CDH products such as HSAs, HRAs, FSAs etc.  Knowledge of Productivity, Service and Accuracy Standards Excellent Verbal and Written Communication Skills Extreme Attention to Detail Strong outside-in, customer-focused mindset