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Job Information

UnitedHealth Group Quality Analyst - San Juan, Puerto Rico in San Juan, Puerto Rico

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.(sm)

Primary Responsibilities:

  • Monitor Agents/Representatives for compliance with established processes, policies and guidelines

  • Analyst will forward evaluations to the Supervisor and/or Team Coach to provide feedback and coaching to Agents/Representatives based on evaluation results

  • Analyze information and utilize to build recommendations to reduce errors and improve process performance

  • Maintain tracking reports Use the daily quality and goal tracking report to monitor evaluations per Agent completed in relation to the Quality KPIs

  • Quality Analysts will be required to attend weekly calibration sessions lead by UHS Quality Team

  • Quality Analysts are required to complete a minimum of two to three (2-3) evaluations per week and attend weekly calibrations during SEP

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work our normal business hours of 9:00am – 6:00pm AST. It may be necessary, given the business need, to work occasional overtime or weekends. We have 2 different locations in the metropolitan area. (This position can be located in any of those locations)

ENGLISH PROFICIENT ASSESSMENT WILL BE REQUIRED AFTER APPLICATION

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • High School Diploma or higher degree completed

  • 2+ years’ experience in a customer service/call center setting

  • 6 months+ of experience in a quality role

  • Proficiency with Windows PC applications: Microsoft Word (create and edit documents), Microsoft Excel (create, sort, and edit data in spreadsheets), Microsoft Outlook (email and calendar management), which includes the ability to navigate a computer while on the phone

  • Ability to work 40 hours / week during standard business operating hours Monday - Friday from 9am – 12am

  • Bilingual Spanish /English

  • You will be asked to perform this role in an office setting or other company location.

  • Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained.

Preferred qualifications:

  • Healthcare Industry Experience

  • Active Health & Life Insurance License for Puerto Rico (Disability, Health Services, Life)

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and 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.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: Quality Analyst, Quality Assurance, Quality, San Juan, Puerto Rico, PR

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