Quality Professional, Growth and Retention – Bilingual English and Spanish

Job not on LinkedIn

November 25

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

+2 more states

🏄 California – Remote 🌽 Illinois – Remote 🦬 Montana – Remote 🗿 South Dakota – Remote

💵 $71.1k - $97.8k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📈 Growth Marketing

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CenterWell Senior Primary Care

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Healthcare Insurance

CenterWell Senior Primary Care is a healthcare provider focused on delivering personalized primary care to senior citizens. The company emphasizes a comprehensive and holistic approach to healthcare, addressing the physical, social, and emotional needs of older adults. As part of its service offerings, CenterWell includes home health services and pharmacy support to complement its senior primary care. The organization is committed to offering stability, inclusive benefits, and career growth opportunities for its employees while maintaining a culture of mutual respect and mindfulness. CenterWell is a brand under the larger healthcare entity, Humana.

1001 - 5000 employees

⚕️ Healthcare Insurance

📋 Description

• Audit, train and monitor the Tele Sales Agents • Conduct quality assurance reviews of service recovery interactions • Resolve escalated patient concerns with empathy and efficiency • Provide actionable feedback to improve frontline service delivery • Ensure quality and productivity standards are maintained while working independently • Maintain Quality Assurance scorecard • Align with Training on curriculum, process and procedure updates • Document quality issues and performance measures • Monitor and evaluate the quality of inbound and/or outbound Telesales calls • Provide coaching and feedback to Telesales Agents • Partner with PCO Sales, Retention, Patient Experience and Sales Operations leadership • Review and approve Sales and Retention Incentive Plan exceptions • Research and process NPS invalidations

🎯 Requirements

• Comfortable working in a telephonic intensive environment • Proficient in Microsoft Outlook, Word and Excel • Ability to multi-task and navigate through various software platforms • Demonstrate strong active listening and verbal communication skills • Passionate about contributing to an organization focused on continuously improving consumer experiences • Bilingual in English/Spanish with the ability to speak, read and write in both languages without limitations or assistance • Bachelor’s Degree (preferred) • 2+ years of experience in a call center, patient experience, or customer service role (preferred) • Telephonic Sales, service recovery and/or call quality auditing experience (preferred)

🏖️ Benefits

• Medical, dental and vision benefits • 401(k) retirement savings plan • Paid time off • Company and personal holidays • Volunteer time off • Paid parental and caregiver leave • Short-term and long-term disability • Life insurance • Many other opportunities