Accuracy Improvement

Claims Call Monitoring Specialist – Tampa, FL, US

The Claims Call Monitoring Specialist will monitor incoming and outgoing calls to ensure meeting quality standards, compliance requirements and adherence to policies and procedures.  Responsibilities include providing feedback and identifying performance improvement opportunities and training needs and make recommendations based on findings. RESPONSIBILITIES
  • Monitors recorded calls for consistency in adherence to department guidelines, policies and procedures.
  • Provides subject matter expertise to review, update and maintain all relevant quality monitoring content.
  • Participates in the design of the monitoring formats and quality standards, on an on-going basis.
  • Uses quality monitoring data to compile and track performance of teams and individuals.
  • Participates or facilitates calibrating sessions to ensure consistency and accuracy.
  • Prepares and analyzes internal and external quality reports for management staff and for department review.
  • Responsible for tracking call review activities, identifying potential problems and communicating to management.
  • Responsible for identifying and recommending training needs indicated by call review results and trends.
  • Provide constructive feedback to improve performance.
  • Other duties as assigned.
What You’ll Need to be a Top Candidate: Education: Bachelor’s degree from an accredited college or university. Experience: Three to five years prior experience as a Claims Adjuster.  Two plus years experience in Quality Monitoring, preferred, License: State specific adjusting licenses required (varies by assignment). Skills:
  • Strong organizational& analytical skills
  • Ability to manage time effectively and meet deadlines
  • Demonstrated objectivity, professionalism, and confidentiality
  • Excellent verbal and written communication skills
  • Bilingual (Spanish/English) ability a plus
Working Conditions: Must be able to remain in a stationary position for periods of time while constantly operating a computer and or other office productivity machinery such as a calculator or telephone. Benefits:
  • Competitive salary
  • Flexible work hours
  • Learn about an exciting industry
  • Ability to work remotely
  • Be part of a team of motivated and talented individuals
  • Proven working knowledge of WORD, EXCEL
  • Ability to establish and maintain working relationships with co-workers, staff and external contacts, and to work effectively in a professional team environment
Travel: Occasional travel for training purposes. Accuracy Improvement is an Equal Opportunity Employer. Submit your information below to work with the Accuracy Improvement Team

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