ABOUT THE ROLE

The Manager of Quality Assurance will have accountability for the development and management of a formal quality assurance program for Bright Health Membership and Enrollment Department.

YOUR RESPONSIBILITIES

• Develop a strategy that continually drives quality improvement in Membership and Enrollment Services
• Collaborate with other areas within Bright Health as needed to build a successful Quality Assurance platform
• Develop, lead, and retain a high-performing team of Quality Assurance (QA) subject matter experts that will perform weekly quality assurance on all members of Membership and Enrollment teams.
• Analyze monthly QA results provided by team members to identify areas of opportunities for additional training and collaborate with the training team to provide areas of focus
• Provide monthly trending results to Membership and Enrollment Management
• Assign QA team members and participate, as needed, in User Acceptance Testing as new lines are rolled out within the organization and provide feedback of results

SUPERVISORY RESPONSIBILITIES

• This position has managerial responsibilities over a team of Quality Assurance Specialists

EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE

• High School diploma or GED required; Bachelor’s Degree preferred or equivalent work experience
• Knowledge in a Membership and Enrollment Specialist setting required
• Knowledge of Individual Family Health Plans, Federally Facilitated Marketplace and state-based exchanges required
• Two to Three years’ experience in a quality assurance role required
• Two to Three years’ experience in a customer service role required
• One to Two years’ experience in a lead or supervisor role required 

PROFESSIONAL COMPETENCIES

• Ability to participate in the discovery and resolution of root cause analysis for recurring issues
• Use customer service best practices to ensure a positive customer experience (internal and external)
• Strong communication skills, both verbal and written
• Organized and able to prioritize work to meet deadlines
• Able to work independently with little supervision
• Able to thrive in an often-chaotic environment
• Able to understand regulatory and compliance rules surrounding enrollment and eligibility
• Strong collaborator, problem solver, and ability to work on cross-functional teams, problem solving, and working as a team
• Strong coaching and leadership skills, ability to motivate employees and generate and maintain team unity
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Decisiveness and attention to detail

LICENSURES AND CERTIFICATIONS

• Producer licensing for Health & Accident may be required in the state in which an individual resides for OEP 2020 or before an individual will be able to transition into a FTE MES role. (Potential temp to FTE is a minimum of 6 months.)

ABOUT US

At Bright Health, we brought together the brightest minds from the health care industry and consumer technology and together we created Bright Health: a new, brighter approach to healthcare, built for individuals. Our plans are easy to manage, personalized and more affordable, giving people the quality care they deserve. Through our exclusive care partnerships with leading health systems in local communities we are reshaping how people and physicians achieve better health together.

We’re Making Healthcare Right. Together. 

We've won some fun awards like: Great Places to Work, Modern Healthcare, Forbes, etc. But more than anything, we're a group of people who are really dedicated to our mission in healthcare. Come join our growing team!

As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

BRIGHT ON!