Member Services Quality Analyst

About Company

Samaritan Ministries is a Biblical solution to health care. It is not insurance. We deliver authentic, compassionate, and personal service in the name of Christ to enable and inspire members to provide for one another’s medical needs through prayer, encouragement, and financial support.

From demonstrating Christ-centered compassion to modeling best practices in health care sharing, Samaritan Ministries is committed to keeping Jesus at the center of everything we do. The way we interact with our colleagues and engage with our members is a testament that we are ultimately serving Christ and His Kingdom.

Summary

To serve the members of Samaritan Ministries International (SMI) through improving quality of Service and identifying topics for improvement by auditing interactions, tasks, and bills to check for adherence to company and department procedures and share results with the management team for training and process improvement.

Competencies

• Quality Management and Assurance
• Fostering Communication
• Attention to Detail
• Acting with Integrity, Empathy, and Compassion
• Collaborating with Others
• Neighbor Focus
• Pursuing Excellence
• Data Literacy
• Insights Analytics
• Performance Management
• Analytical Thinking
  
  
  

Key Responsibilities

• Perform regular quality assurance audits to ensure adherence to established standards and regulatory compliance, stay updated on relevant regulations, and implement necessary changes.
• Foster a culture of continuous improvement, identifying inefficiencies and suggesting enhancements to quality program processes.
• Assist Quality Assurance Manager in the development, review, and updating of quality standards, establishing clear benchmarks for quality that are aligned with customer expectations and industry standards.
• Coordinate and facilitate calibration sessions for quality coaches and frontline staff.
• Provide feedback and analysis to managers and team leaders on individual, team, and department performance.
• Focus on improving service and operational processes to enhance efficiency, reduce costs, and eliminate waste.
• Participate in developing training materials for the Quality Program.
• Train and onboard quality assurance coaches.
• Collaborate with cross-functional teams and departments to continuously improve the quality assurance process.
• Collaborate with cross-functional teams to address technical issues with quality assurance tools, data collection, and reporting.
• Maintain a high degree of confidentiality at all times.
  
  
  

Qualifications And Experience

• High School diploma or GED equivalent
• Minimum of 4 years of prior call center or relevant quality assurance experience.
• Evaluation and coaching processes
• Error-tracking processes
• Calibration process
• SMI Programs and Guidelines
• SMI facilities, organizational structure, department and job functions
• Software: Groundhog, Dash, Gong, Tableau, Microsoft Office, Aircall, Hubspot
  
  
  

Additional Information

• Tasks are normally conducted in a regular office environment, requiring use of computer and mouse and other standard office equipment. Staff usually remain in a stationary position, often standing or sitting for prolonged periods.
• Staff will be required to travel and have a valid driver's license.
• Staff may need to lift and move items up to 35 lbs. on occasion.
• Staff will observe safety principles while performing the duties of the position.
• Disclaimer: This job description is intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel in the classification. Work hours may be irregular including performing duties on evenings or weekends.
• This position requires an active commitment to the mission and values of SMI. In the course of performing job duties, the employee will act in a manner that is Christ-honoring as well as Christ-like, demonstrating a personal Christian faith and witness in all interpersonal interactions.
  
  
  

Pay Range: $21.70-$30.40 Starting pay usually falls within the lower half of the pay range and is determined by experience, skills, and education.

Benefits Include:

• Performance-based incentive pay
• SMI Membership with monthly healthcare bonus
• Health Insurance: MEC plan with employer HSA contribution
• 401K Retirement plan with employer contribution
• Life Insurance
• Short-term disability
• Dependent Care Flexible Spending Account
• Time Off: 9 company paid holidays, 5 missions days accrued annually, maternity and paternity leave, FMLA, Bereavement, and weekly accrued PTO (40 hours to use after 30 days + 80 hours accrued for 48 weeks)
• Health club or home workout benefits for participating staff
• Formal staff development and leadership training
• Spiritual support and counseling through our staff support office
• Repeatedly certified as a Best Christian Workplace