Quality Assurance and Training Associate, Member Navigator

Clover Health

Remote / United States of America
  • Job Type: Full-Time
  • Function: Engineering QA
  • Post Date: 04/26/2021
  • Website: cloverhealth.com
  • Company Address: 22 Fourth St. 6th Floor, Jersey City, NJ, 94103

About Clover Health

Clover Health is a data driven health insurance startup driving to improve the overall state of healthcare in America. We are hiring software engineers, data scientists, designers and product folks who can help us understand our members’ wellness and steer them clear of any health risks down the road.

Job Description

Clover is reinventing health insurance by working to keep people healthier.

Clover is a Medicare Advantage plan striving to develop strong member relationships which help us drive better health outcomes for our members. We rely on the strength of our engagement teams to establish meaningful connections with our members so they can help guide them through the health care matrix and receive the care they deserve. 

We are looking for a Quality and Training Associate who will operate under the direction of the Manager, Member Navigator Sales. You will be responsible for reporting-related support, ensuring quality performance, and supporting clinical engagement activities as needed. In this role, you will communicate with our Member Navigator team through various platforms, helping agents optimize their productivity and performance by developing performance reports and providing solutions for their unique needs. Additionally, you will implement and perform quality monitoring activities to ensure our team is providing the highest level of service through every member interaction. 

As a Quality and Training Associate, you will:

  • Conduct ongoing Quality Assurance reviews for a team of 20+ telesales agents for Clover’s clinical programs. 
  • Utilize data surrounding QA reviews to identify opportunities to maximize team performance and develop training materials based on the trends identified.
  • Partner with Business leaders to develop training materials for new initiatives being implemented within the telesales team.
  • Maintain a database of all call calibrations, quality assurance documents, and scores.
  • Provide real-time responses to Member Navigator’s questions and concerns while they are engaging with Clover’s membership. 
  • Facilitate new Member Navigator Onboarding and Training.
  • Maintain clear and accurate logs of all Member Navigator’s training history.
  • Maintain current knowledge and documentation of Member Navigator policies and procedures, scripting, services offered and general business practices.
  • Generate new campaign scripting and processes.
  • Assign new leads for multiple campaigns utilizing Salesforce.
  • Contribute to software development as a Salesforce Superuser/UAT Tester.
  • Create and maintain Member Navigator Confluence Page.
  • Communicate with partners in other departments to create and present training focused on new or updated campaign initiatives.
  • Contribute to preparation of quality and trend reports.

You will love this job if: 

  • You enjoy using data to help drive business decisions. 
  • You are flexible and strive in fast and ever-changing environments.
  • You have exceptional customer service and communication skills, both written and verbal. 
  • You have a genuine passion for helping people.
  • You are curious and enjoy using technology to solve problems.

You should get in touch if:

  • You have experience conducting Quality Assurance and developing training for telesales teams. 
  • You have strong administrative and computer skills, especially Google Apps (Mail, Calendar, Sheets, etc.) and Salesforce.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.

About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we've created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most.

We always put our members first, and our success as a team is measured by the quality of life of the people we serve. Those who work at Clover are passionate and mission-driven individuals with diverse areas of expertise, working together to solve the most complicated problem in the world: healthcare.

From Clover’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.