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Member Coach Sat Analyst

QA EngineerQA EngineerOtherRemoteMid LevelTeam 10,001+H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

84 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Member Coach Sat Analyst

Elevance Health

Anticipated End Date: 2026-03-20 Position Title: Member Coach Sat Analyst Job Description: Member Coach Sat Analyst Location: This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. This position will be based in Nashville Tennessee, Atlanta Georgia, Norfolk Virginia or Tampa/ Miami Florida. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law. Schedule: This position will work an 8-hour from shift 8:00 am - 5:00 pm (EDT) Monday to Friday. Additional hours may be necessary based on company needs. A proud member of the Elevance Health family of companies, Carelon Behavioral Health uses our powerful combination of experience, expertise, dedication and compassion to see what's possible and what's better. Born out of one of the largest healthcare systems organization in the United States, our rich history gives us a unique and valuable perspective on how to solve the most pressing healthcare challenges. The Member Coach Sat Analyst is responsible for supporting a coaching rich environment focused on ensuring customer care associates perform at a consistently high level. How you will make an impact. Primary duties may include, but are not limited to: - 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. 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. 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 and Influenza. 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 elevancehealthjobssupport@elevancehealth.com for assistance. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration.

Job 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.
  • Previous leadership experience preferred.
  • This role enables associates to work virtually full-time, with the exception of required in-person training sessions.
  • Schedule: 8-hour shift from 8:00 am - 5:00 pm (EDT) Monday to Friday. Additional hours may be necessary based on company needs.
  • Location: Nashville Tennessee, Atlanta Georgia, Norfolk Virginia, or Tampa/Miami Florida.

Benefits

  • Market-competitive total rewards including merit increases, paid holidays, and Paid Time Off.
  • Incentive bonus programs (unless covered by a collective bargaining agreement).
  • Medical, dental, and vision benefits.
  • Short and long-term disability benefits.
  • 401(k) + match.
  • Stock purchase plan.
  • Life insurance.
  • Wellness programs and financial education resources.

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