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Core Duties:
- Listen to and score a minimum of 2-3 calls per CSR weekly, focusing on accuracy.
- Audit 2 email support cases per CSR weekly to ensure accuracy, thoroughness and proper grammar.
- Become a SME in customer support, utilizing all tools and desk level procedures to guide evaluation of CSR performance.
Required Experience:
- Possess 3-5 years of commercial health plan experience.
- Demonstrate 1-2 years’ experience performing the QA function in customer support.
- Exhibit solid knowledge of medical and insurance industry terminology.
Essential Skills:
- Communicate complex topics effectively to a broad audience.
- Perform comfortably in a fast-paced, deadline-oriented work environment.
- Identify and implement tools to improve the QA process, including QA reporting and tracking mechanisms.
Evry Health
Evry Health aims to bring humanity to health insurance with high-technology health plans that expand benefits, increase access and transparency, and feature a personalized, human approach. They are the major medical division of Globe Life (NYSE:GL), which has 16.8 million policies in force, more than 3,000 corporate employees and 15,000 agents.