Service Unit Quality Assurance

You Belong At Blue

This position is responsible for performing quality assurance for Service Unit production and to work and coordinate with the quality teams of Membership. Delivering feedback to representatives and leadership staff for appropriate coaching actions. Assisting with the evaluation of unit and department policies and procedures and being available to communicate, and assist others, with problem solving, coaching, and process improvements.

“This position is eligible to work onsite at our Topeka campus. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment.”

• →Perform random quality checks of Service Unit production to ensure that information sent to members is correct.
• →Meet turnaround times that ensure staff can achieve individual, departmental, and corporate goals and to ensure errors are identified and addressed at the earliest possible time.
• →Participate in and possibly lead meetings and other events as it pertains to the quality assurance goals for the company, department and unit.
• →Perform daily quality checks and reporting accuracy and completion of tasks.
• →Assists with feedback to supervision on the types of errors made. Make suggestions on coaching, procedure clarifications, and procedural changes to improve accuracy levels.
• →Enters employee accuracy data into the Service Unit Accuracy database so reports can be used for performance evaluations and reporting accuracy levels for employees, the unit, and department.
• →Meets with other employees and supervision to ensure consistency and to share ideas for improvement.
• →Serve on cross departmental or cross divisional teams/meetings as needed for supervision regarding quality, additional education, and coaching.
• →Monitor the status of work items being checked to ensure necessary corrections are completed and mailed within timeliness guidelines. 
• →Answer questions on corporate policies, membership procedures, and state and federal laws as applicable to Service Unit for BCBSKS staff.
• →Must comply with corporate information security policies, standards, and guidelines related to access control.
• →Performs other job-related projects as assigned by management.

• In person attendance required.
• Must be able to lift and move 40 pounds as needed.
• Prolonged periods of sitting at a desk.

• Knowledge of Membership systems and ability to use information to review Service Unit activities to determine if mailing content is correct.  Analysis is performed across all Service Unit outgoing information to ensure both quality and timeliness. 
• Ability to analyze Membership policies, procedures, and processes.
• Ability to identify quality control issues on new or changing products, procedures, government laws, mandates, and policies at the individual, unit, and department level.
• Ability to communicate with supervision when additional training, procedures or materials are needed.
• Ability to maintain productivity standards as outlined, adhere to corporate compliance program, and complete annual required trainings, while maintaining confidentiality.
• Must be able to use judgement to interpret different quality situations, critical thinking skills, and problem solving.

• High school graduate or equivalent required. Additional education in business, communications, or related field is preferred.
• Six months Service Unit experience or one-year experience in a quality assurance or equivalent related work experience is preferred.
• Experience using Microsoft programs and Membership Applications preferred.
• Experience with reporting and analyzing data preferred.

• Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The compensation range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid.  All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive wages that align with the individual's skills, education, experience, and training. The range may vary above or below the stated amounts.

At Blue Cross and Blue Shield of Kansas, we are committed to fostering a culture of connection and belonging, where mutual respect is at the foundation of our workplace. We provide equal employment opportunities to all individuals, regardless of race, color, religion, belief, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military or veteran status, family or parental status, or any other characteristic protected by applicable law.

Blue Cross and Blue Shield of Kansas conducts pre-employment drug screening, criminal conviction check, employment verifications and education as part of a conditional offer of employment.