Operational Auditor

SEE how you can make a difference! Be part of an innovative company that cares about its associates and helps members enjoy the wonders of sight through healthy eyes and vision.

Versant Health provides vision care to 39 million members nationwide! To ensure your continued success we provide opportunities for advancement and development.
Our associates remain engaged through a comprehensive compensation and benefits package which includes health and dental insurance, tuition reimbursements, 401(k) with company match, pet insurance and FREE vision insurance for you and your family.

Scope and Purpose of Position:
Under general direction, this position is responsible for supporting all aspects of call quality monitoring for the organization’s call centers. This position will help preserve service excellence through: monitoring and assessing customer interactions with call center associates; documenting agent quality performance, highlighting immediate quality issues, calibrating for auditing consistency and facilitating coaching opportunities with associates and call center management.

Essential Functions:

• Objectively performs all aspects of call monitoring and assessment of call center associates for both inbound and outbound calls
• Conducts key-word auditing of call documentation and facilitates corrections per guidelines
• Ensures data accuracy of individual audits into prescribed audit scorecards
• Participates in team call calibration exercises
• Participates in internal listening sessions with call center associates and managers as needed
• Continually educates towards becoming a subject matter expert in all business segments applicable to auditing scope
• Provides regular feedback to program manager regarding call trending or compliance issues that may arise during monitoring responsibilities
• Promotes suggestions for process improvement to foster exceptional customer service
• May assist with the creation and updating of quality procedure/training manuals
• Engage in coaching of associates based upon audit results
• Adhere to privacy and confidential and proprietary company policies and procedures (i.e. HIPAA)
• Other duties as assigned

Education and Experience:

• Associate’s degree in related field or equivalent combination of experience and education.
• Minimum 3 years of call center auditing experience within a health insurance environment.
• CMS Medicare call center and/or call auditing experience required
• Call center quality management software experience, NICE inContact preferred
• Proficiency in Microsoft Office, with strong Excel skills

HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.

We take pride in our recruiting process and follow a merit-based employee recruitment practice with extensive screening steps. We will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.

We provide equal employment opportunities (EEO) to all associates and applicants for employment without regard to race, color, religious beliefs, age, sex (including pregnancy), sexual orientation, gender identity or expression (including transgender status), national origin, ancestry, status as a protected veteran or disabled veteran, physical or mental disability or history of disability, genetic information, marital status, or any and all other categories protected by under applicable Federal, state or local law.

This policy extends to all associates and to all aspects of the employment relationship. Any associate who violates this policy will be subject to disciplinary action up to and including termination.