qa lead with USRN license (permanent wfh)Wipro BPO Philippines Ltd., Inc.

Responsibilities:
•We are an inbound call center open 24/7 including holidays
•Assesses and triages immediate health concerns
•Identifies problems or gaps in care offering opportunity for intervention
•Coordinates services and referrals to health programs
•Provides health education and coaches consumers on treatment alternatives to assist them in best decision making
•Supports consumers in selection of best physician and facility to maximize access, quality, and to manage heath care cost
•Prepares individuals for physician visits
•Manages utilization through education
•Special projects, initiatives, and other job duties as assigned
 
- Uses pertinent data and facts to identify and solve a range of problems within area of expertise.
- Investigates non-standard requests and problems, with some assistance from others.
- Works exclusively within a specific knowledge area.
- Prioritizes and organizes own work to meet deadlines.
- Provides explanations and information to others on topics within area of expertise.
Minimum roles and responsibilities required are, but not limited to, the following:
•Lead a team of quality analysts
•Monitor agents for compliance with established processes, policies and guidelines
•Work with Team Leads to provide feedback and coaching to Agents based on evaluation results
•Analyze information to build plans to improve process performance
•Create and maintain performance reports
•Take on special / ad hoc tasks as may be assigned
•Perform other tasks as may be assigned
•Other tasks as may be assigned by the project leadership
 
Essential Hiring Skills:
•Active, unrestricted RN license
•Ability to obtain compact license and/or additional state licensure as needed
•3+ years of experience as a Registered Nurse (any clinical setting)
•Proficient level of experience with Microsoft Office applications, and strong technical aptitude
•Must be able to set up and use a computer independently
•Must have internet that can be hard wired via ethernet
Minimum skills required are, but not limited to, the following
•Knowledge of operational platforms
•Supports the learning environment
•Works independently
•Demonstrates initiative & innovative thinking
•Clear and concise communication skills
•Ability to handle escalated calls
•Ability to work under pressure
•Ability to multi-task
•Amenable to shifting schedules
•Amenable to doing voice & non-voice work
 
Good to have Hiring Skills:
•4 to 5 years of experience as a Registered Nurse (any clinical setting) )
•Experience working with the geriatric population
•Triage experience
•Case management experience
•Customer service experience
•Experience in a telephonic role
•Highly organized, self-directed worker with an ability to function in high volume environment
•Solid verbal and written communication skills