The Member Coach Satisfaction Analyst is responsible for supporting a coaching rich environment focused on ensuring customer care associates perform at a consistently high level.
Location: The ideal candidate will live within 50 miles of one of our Elevance Health PulsePoint locations.
How you will make an impact:
Monitors telephone interactions with customers and clients to ensure accurate information and processes are communicated and utilized, and quality results are attained.
Completes call evaluations utilizing company data mining software.
Provides feedback and support to customer care representatives to further develop the high performance culture.
Conducts coaching sessions regularly with customer care representatives to review plans to improve performance while integrating recommendations for improving customer interactions.
Focuses on further developing and enhancing processes, procedures and technical tools to provide efficiency and effectiveness for customers resulting in their increased satisfaction.
Collaborates with unit leadership to meet customer service quality outcomes for the customer service scorecard metrics.
Identifies systems, process, and procedure related problems via communication with customer care representatives.
Works collaboratively with operations staff and leadership.
Conducts monthly analysis of customer service scorecard metrics or outcomes for customer care representatives and management.
Minimum Requirements:
Requires HS diploma or equivalent and a minimum of 2 years of related experience; or any combination of education and experience which would provide an equivalent background.
Preferred Skills, Capabilities, and Experiences:
Previous leadership experience preferred.
For candidates working in person or remotely in the below locations, the salary* range for this specific position is $60,585 - $83,088
Locations: New York
In addition to your salary, Elevance Health offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the company. The company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.
* The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
