Anticipated End Date:

2024-10-15

Position Title:

Member Coach Satisfaction Analyst

Job Description:

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.

Job Level:

Non-Management Exempt

Workshift:

Job Family:

CUS > Quality Assurance

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact [email protected] for assistance.