Claims QA/Job Coach-CQAJC

Compassion. Accuracy. Reliability. Efficiency. The support we provide makes all the difference. The Claims QA/Job Coach is also responsible for assisting new employees in their transition to the LogistiCare work environment and provides on-going support for existing employees by providing on the floor assistance in techniques for meeting required metrics through side-by-side observations, work review (policy adherence, production level, claims processing, etc), providing feedback and coaching as necessary. Depending on the structure of the operation, the Claims QA/Job Coach may also be responsible for setting up new employees in the Learning Management System (LMS), facilitating new hire training, monitoring training progress, and performing quality monitors during training and thereafter as required. ESSENTIAL FUNCTIONS * Reviews all invoices with an underpayment or overpayment of a specific amount set by the department * Randomly review invoices for accuracy * Completes evaluations for each invoice reviewed * Inputs QA scores with comments into and Excel spreadsheet * Identifies common errors or weaknesses in processors or work flows * May set up new employees in the LMS to take initial training * May facilitate new hire training as needed by claims department * May perform quality monitors of new hires to ensure effective training and performance * Observes new employees immediately after classroom/LCAD training to ensure knowledge base andclaims work is consistent with LogistiCare standards; provides feedback to new employees, Lead Claims Processors and management regarding observations * Sits with new and existing employees to conduct on-going, side-by-side monitoring of work output * Provides immediate feedback and coaching as needed regarding quality, production and job knowledge * Completes a Claims Processor Training Checklist on each new hire; turns log into supervisor/manager * Provides informal coaching to employees as needed on the floor and as requested by management * Reports any pertinent information to corporate training and local training department regarding necessary or recommended adjustments to training curriculum based on interactions and observed deficiencies * Acts as a mentor/buddy to new hires and existing employees - is the first point of contact for new employees after training * Serves as a subject matter expert for identified contracts/LogistiCare systems * Follows LogistiCare policies and procedures to serve as an example to others * Is able to maintain complete confidentiality of all observations and feedback/coaching provided to others * Travels to new implementations to provide support as a job coach or subject matter expert during implementation as available and necessary * Maintains metrics as required by department * Instructs employees on how to correctly file invoices for Iron Mountain Storage * Other duties as assigned by the department Supervisor/Manager POSITION QUALIFICATIONS * Competency Statement(s) * Accurate - Ability to perform work accurately and thoroughly * Communication, Oral - Ability to communicate effectively with others using the spoken word * Communication, Written - Ability to communicate in writing clearly and concisely * Interpersonal - Ability to get along well with a variety of personalities and individuals * Problem Solving - Ability to find a solution for or to deal proactively with work-related problems * Time Management - Ability to utilize the available time to organize and complete work within given deadlines * Self-Motivated - Ability to be internally inspired to perform a task to the best of one's ability using his or her own drive or initiative. * Relationship Building - Ability to effectively build relationships with customers and co-workers * Listening skills - Ability to listen to and interpret questions and statements in order to provide guidance as needed on issues REQUIREMENTS Education * High School Graduate or General Education Degree (GED) Experience * Previous experience in data processing preferred * Must have no warnings above a verbal for attendance * Must meet call center metrics * Must have a minimum of 98% Quality scores * Must be considered a subject matter expert SKILLS & ABILITIES * 10-key skills required * Proficient in Microsoft Office products * Must be able to work independently or with a team * Ability to quickly learn new technology * Ability to accurately type 35wpm * Excellent knowledge of LCAD and contract * Ability to follow complex instructions * Ability to work independently with minimal supervision * Must be self-motivated and possess superior time management * Learning agility - ability to master new concepts quickly * Ability to adapt coaching/feedback to the learning/communication style of different people * Strong organizational, verbal, written and interpersonal skills PHYSICAL DEMANDS * The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk and reach with hands and arms. Specific vision abilities required by this job include close vision. WORK ENVIRONMENT * The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Entire work time is conducted in an office environment in a controlled atmosphere building. * The noise level in the work environment is usually moderate. LogistiCare is an Equal Opportunity Employer. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled