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Position Details

  • Position: Senior Medicare Call Quality Specialist
  • Employment Type: Full-Time
  • Location: Allentown PA

Ideal Concepts, Inc. is looking for an experienced Senior Medicare Call Quality Specialist to assist with reviewing calls and ensuring adherence to various compliance procedures.

 

Senior Medicare Call Quality Specialists audit our nationwide agent sales force and support our Medicare Compliance Quality Assurance process. This position is key to ensuring our agents’ compliance with company policies, carrier requirements, CMS regulations, and all other applicable federal and state laws. In accordance with our Compliance Program, our Senior Medicare Call Quality Specialists review calls, identify and document concerns and trends, and provide findings and feedback to Compliance Department leadership and sales management.  Our Senior Medicare Call Quality Specialists also document and research client complaints, respond to carrier and other external inquiries, settle lead disputes, and promote our company’s goal of overall compliance.  Our Senior Medicare Call Quality Specialists also provide mentorship to our Medicare Call Quality Specialists.

A strong candidate for this position must be highly detail-oriented with proven analytical skills, adaptable to change, driven to work independently with little need for supervision, and have the ability to complete work consistently with a high level of accuracy within established timelines in a fast-paced environment. 

Responsibilities and Duties

  • Review sales calls for monitoring, assessing, and reporting of trends and concerns
  • Understand and accurately apply department standards with minimal need for correction
  • Document findings and provide objective and effective feedback
  • Report findings and feedback to Compliance Department leadership and sales management
  • Research complaints and external inquiries
  • Develop subject matter expertise of all products and their enrollment procedures
  • Understand applicable company policies, carrier requirements, CMS regulations, and other federal and state laws
  • Gather and maintain pertinent documentation and notes
  • Mentor Medicare Call Quality Specialists
  • Work independently with minimal supervision
  • Perform other duties as assigned

Qualifications

  • Minimum/Basic:
    • Associate degree or the equivalent combination of education, professional training, and/or work experience required
    • Experience in Medicare insurance sales or Medicare insurance compliance and/or ability to interpret and apply complex insurance standards at a high level of accuracy
    • 2-3+ years of related work experience
  • Preferred:
    • Bachelor’s Degree
    • Experience in call center quality assurance, legal/paralegal, and/or general quality assurance
    • Strong understanding of health and benefits insurance
    • 2+ years of experience working in Medicare insurance industry and/or legal/paralegal
    • Medicare subject matter expertise

Skills

  • Ability to perform at a high level of proficiency while working independently with minimal supervision
  • Must have strong listening and comprehension skills
  • Fast learner of complex topics with high memory retention and ability to think critically
  • Excellent oral, written, and interpersonal communication skills
  • Self-starter with strong work ethic, well-organized, and excellent time management to be able to multi-task, prioritize, and meet deadlines independently in a fast-paced environment
  • Positive and self-motivated with the ability to change priorities on-demand
  • Demonstrated ability to work well individually and in a team environment
  • Skilled at research and problem solving
  • Proficient typing skills
  • Proficient in Microsoft Windows and Internet knowledge

This is an on-site position, located in Allentown, PA. In light of COVID-19 (Coronavirus), we have made temporary arrangements for our staff to be able to work remotely. We will soon return to our offices, at which time, remote work will not be an option for this position.

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