Supervisor, Quality Engagement Services

COMPANY OVERVIEW

Zing Health is a tech-enabled insurance company making Medicare Advantage the best it can be for those 65-and-over. Zing Health has a community-based approach that recognizes the importance of the social determinants of health in keeping individuals and communities healthy. Zing Health aims to return the physician and the member to the center of the health care equation. Members receive individualized assistance to make their transition to Zing Health as easy as possible. Zing Health offers members the ability to personalize their plans access to facilities designed to help them better meet their healthcare needs and a dedicated care team. For more information on Zing Health visit .

SUMMARY DESCRIPTION:

The Supervisor Quality Engagement Services assists the Director Customer Success with developing and executing strategies that meet short-term and long-term objectives related to STARS Quality and member satisfaction to provide a best-in-market member experience. The Supervisor is responsible for executing member outreach campaigns that are tied to HEDIS and Stars metrics (e.g. care gaps CAHPS medication adherence etc.).

ESSENTIAL FUNCTIONS:

• Supervise daily activities of the Quality Engagement Specialists to ensure performance expectations are continuously met. This includes but is not limited to call metrics real-time adherence quality and stars goals etc.
• Conduct time-card management by executing processes related to daily attendance PTO VTO etc.
• Monitor inbound and outbound interactions with members to maintain a positive member experience fostered by the team.
• Promptly address member concerns poor experience etc. directly with the member. This is in realtime as well as after the call.
• Host team meetings and huddles to ensure a unified approach across the team.
• Recognize performance improvement opportunities and provide coaching and development on an ongoing basis.
• Identify call trends member experience and call process logistics to create recommendations towards process improvement.
• Assist in the development and implementation of training content scripts workflows and quality monitoring tools specific to the campaigns executed by the team.
• Provide ongoing / weekly reports to leadership of Quality Engagement Specialists regarding performance trends areas of opportunity strengths / successes etc.
• Ensure ongoing understanding of CMS guidelines for managing a call center environment.
• Maintain a comprehensive knowledge of all Zing Health policy and procedures products and
• services including departmental processes of Operations Network Quality Member Services etc.

QUALIFICATIONS AND REQUIREMENTS:

JOB REQUIREMENTS:

Required Qualifications

• Bachelors degree in an applicable field or 3 years in healthcare
• 1 years in leadership in healthcare
• Through understanding of CMS call member regulations with a focus on supporting Zing to achieve 5-star ratings on a consistent basis
• Proven ability to coordinate the strategic vision and objectives for the member journey company wide.
• Create a shared vision inspire collaboration and drive change with momentum.
• Manage diverse efforts synergies.
• Experienced in navigating ambiguity and change with an entrepreneurial mindset.
• Track record of customer-centric decision-making.

Preferred Qualifications

• 2 years of Medicare experience specifically in operations business management strategy new business / system implementation and industry regulations.
• Bilingual speaking English and Spanish

Zing Health offers the following benefits:

• A competitive salary based on the market
• Medical Dental and Vision
• Employer-Paid Life Insurance
• 401(K) match up to 4%
• Paid-Time-Off
• Several supplemental benefits are available including but not limited to Spouse Insurance Pet Insurance Critical Illness coverage ID Protection etc.