Bilingual Quality Analyst - Call Center

Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S.

Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience.

Bilingual Service Center Quality Analyst-Call Center

The Role

Cedar is improving the healthcare financial experience. Our technology improves the overall experience of patient billing and engagement, enabling providers to thrive in a constantly evolving environment while helping patients understand the cost of their care.

Cedar is seeking a Bilingual (Spanish) Service Center Quality Analyst to work along with our Servicing Team! The Quality Assurance Analyst (QA) is responsible for our full service customers.  The QA will monitor inbound and outbound call, chat and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall client/ customer’s experience.

Our ideal candidate will get the chance to become an industry subject matter expert, gain exposure to different functions throughout Cedar’s internal teams, and have the opportunity to work with and guide a highly collaborative team! 

Responsibilities

• Monitor, evaluate and score inbound/ outbound calls against established quality assurance instruments and standards
• Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
• Participate, as needed, in calibration sessions, employee/ vendor/ client communication sessions, and/or creation of communication tools
• Supports and communicates business goals, quality standards, processes, procedures and policies
• Participate in quality assurance initiatives, such as developing training materials, conducting audits, and implementing process improvements.
• Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
• Conduct / Lead training sessions 
• Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
• Provides performance expectations, action plans and development plans to improve call quality
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined

Required Skills & Experience

• Fluency in Spanish required (both written and spoken)
• Prior experience in the Healthcare industry (familiar with revenue cycle management and billing).
• 2 years Call Center Experience required
• Prior experience in training and/ or developing policies and procedures
• Experience navigating electronic medical systems. 
• Familiarity with quality assurance methodologies and metrics is a plus
• Ability to show empathy and passion for outstanding customer service.
• Excellent verbal and written communication skills.
• Exceptional problem solving and critical thinking skills 

What do we offer to the ideal candidate?

• The ability to impact the growth of our company, we value all comments and suggestions
• Transparency across teams and interaction with multiple departments
• Competitive pay, employer-paid healthcare, stock options

Salary range: $55,100-$74,500/yr

What do we offer to the ideal candidate?

• A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year
• Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you
• For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
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