Responsibilities

The Call Center Quality Monitoring Analyst is responsible for ensuring that customer interactions meet quality standards and deliver great customer experience. This includes evaluating and monitoring calls, providing feedback and coaching to agents, and helping improve call center processes. The analyst will also track key performance metrics, such as ACD reports, to identify trends and opportunities for improvement. Prepare internal and regulatory reports. Position overview Essential Functions:

Work closely with Call Center Leadership and trainers to maintain a comprehensive call quality monitoring program that ensures staff adherence to HPSM’s customer service standards, as well as compliance with applicable regulations and policies.
Conduct regular quality evaluations of recorded calls to assess call center agents’ performance, ensuring adherence to HPSM’s predefined quality standards.
Participate in calibration sessions with leadership and fellow analysts to ensure consistent, fair, and accurate quality evaluations, maintaining alignment with internal standards and performance goals.
Identify opportunities for process improvements and efficiencies within the team.
Prepare and deliver accurate internal and regulatory reports on a daily, monthly, and year-to-date basis, highlighting key metrics such as call quality, productivity, availability, and other performance indicators. Design and create visually compelling tables, graphs, and charts to effectively communicate insights and support data-driven decision-making.
Design and develop effective processes and tools to ensure consistent and accurate tracking of quality monitoring results.
Leverage quality monitoring data to identify trends and root causes of recurring issues. Effectively communicate findings and insights to call center leadership and other internal stakeholders to drive continuous improvement.
Provide support to the call center by assisting with problem-solving, escalating member issues across departments, serving as a backup for call center coverage, and contributing to member outreach initiatives as needed.
Contribute to Member Services quality improvement projects, actively supporting initiatives aimed at enhancing service delivery and overall member satisfaction.
Adhere to deadlines and maintain a high level of accountability in all tasks and responsibilities. Secondary Functions:
Perform other duties as assigned. Requirements These are the qualifications typically needed to succeed in this position. However, you don’t need to meet every requirement to apply. Education and experience
Bachelor’s degree in related health care field preferred (e.g. Health Science, Public Health, Computer Science, Business Administration).

Five (5) years of experience may be substituted for an academic degree.

Minimum of two (2) years of work experience in a healthcare or managed care environment.
Experience working in a call center environment is highly preferred. Knowledge of:
Personal computers and proficiency in Microsoft Office Suite applications, including Outlook, Word, Excel, Access and PowerPoint.
Medicare and Medi-Cal programs highly preferred.
Regulatory and/or compliance processes impacting health care.
Experience with database management, spreadsheets, and relationship databases. Fluency in Microsoft Excel.
Best practices in customer service, especially telephone-based services. Ability to:
Work cooperatively with others.
Work as part of a team and support team decisions.
Communicate effectively, both verbally and in writing.
Adapt to changes in requirements/priorities for daily and specialized tasks.
Analyze data and create reports by utilizing strong analytical skills with high attention to detail.
Communicate effectively.
Adapt to changes in requirements/priorities for daily and specialized tasks.
Identify, analyze, and solve problems and work with teams to solve problems.
Prepare concise reports and recommendations.
Use initiative, work independently, and make sound judgments.
Interpret government rules, regulations and guidelines.
Exercise 100% objectivity in all work functions and maintain confidentiality.
Work under pressure and within strict timeframes.
Interact well with a variety of people and work effectively as part of a cross functional team.
Work Hybrid- Report to South San Francisco, CA office 2-3 days per week. Skills: Bilingual in Spanish, Tagalog or Chinese required Salary and benefits The starting salary range is $69,302 - $89,020 per year, depending on the candidate’s work experience. Excellent benefits package includes:
HPSM-paid premiums for employee’s medical, dental and vision coverage (employee pays 10% of each dependent’s premiums)
Fully paid life, AD&D and LTD insurance
Retirement plan (HPSM contributes equivalent of 10% of annual compensation)
12 paid holidays a year, 12 paid sick days a year and paid vacation starting at 16 days a year
Tuition reimbursement plan
Employee wellness program It is HPSM's policy to provide equal employment opportunities for all applicants and employees.

HPSM does not unlawfully discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, age, sexual orientation, veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable federal, state, or local law.

HPSM also prohibits discrimination based on the perception that an applicant or employee has any of those characteristics or is associated with a person who has or is perceived to have any of those characteristics.

Health Plan of San Mateo (HPSM)

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Quality Monitoring Analyst (Hybrid)