Job description

Value Based Care Services – Remote
As the Internal Client Services Auditor you will conduct quality audits on the client service representatives and provide results and coaching material to the Client Service Manager and Client Service Leads.

What you’ll be doing

• Conduct individual quality audits of the Arcadia VBS Call Center to ensure accurate information is being relayed and documented during provider and member phone inquiries.
• Document and report audit outcomes to Department heads for review and coaching on a weekly basis.
• Assist the Client Service Manager with running reports as requested.
• Assist with queue monitoring and assignment when directed by the Client Service Manager.
• Assist with client service phone calls and return client services emails and voicemails when needed.
• Assist Auditng & Report Department with other auditing needs as needed
• Other duties and responsibilities as assigned

What success looks like…

• …in 3 months
• Learn call recording programs
• Knowledge on all systems associated with call handling
• Manage client services audit workflow
• Provide regular updates to team members showing audit results including leads and manager
• …in 6 months
• Manage all phone queues as needed
• Assist with client service phone calls
• Mentor staff on audit findings as needed.
• …in 12 months
• Bring forward suggestions for new and/or improved Client Service job aids or P&Ps
• Bring forward new ideas, audits and processes

What you’ll need to have

• Minimum of 3 years’ experience in Client Services as a call center representative with experience in managed care HMO Medical insurance.
• Effectively function as a Client Services representative Subject Matter Expert
• Must have intermediate to advanced knowledge with Word, Excel and Access
• Must be organized, self-motivated, detail oriented, disciplined and a team player
• Demonstrates the ability to mentor staff and multi-task with minimum supervision and the ability to prioritize appropriately.
• Strong written and oral communication.

What we’d love for you to have

• Call center quality improvement
• Ability to give constructive feedback and coaching
• High volume call center experience

What you get

• Learn the life of a Contract Management firm with Independent Physician Associations across Illinois.
• Encouragement to bring ideas to the table.
• Opportunity to be part of a team creating automated processes to drastically improve healthcare.
• Extraordinary and flexible work environment and culture.
• Amazing benefits package including flexible time off.
• Receive cash compensation with health, dental, and other benefits.

This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia's custodianship as well as Arcadia Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager.

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About Arcadia*
Arcadia.io helps innovative healthcare systems and health plans around the country transform healthcare to reduce cost while improving patient health. We do this by aggregating massive amounts of clinical and claims data, applying algorithms to identify opportunities to provide better patient care, and making those opportunities actionable by physicians at the point of care in near-real time. We are passionate about helping our customers drive meaningful outcomes. We are growing fast and have emerged as the market leader in the highly competitive population health management software and value-based care services markets, and we have been recognized by industry analysts KLAS, IDC, Forrester and Chilmark for our leadership. For a better sense of our brand and products, please explore our website, our online resources, and our interactive Data Gallery.

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This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia's custodianship as well as Arcadia Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager._

Job Type: Full-time

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