Job Description

Job Description

Job Description

Salary:

Are you ready to make a bold move by joining Nebraskas first Employee-Owner (ESOP) CPA Firm? Thats only the beginning of whats different about our culture. Bland is a group of enthusiastic employee-owners who love what they do and enjoy working with the unique challenges our clients bring.

Our recent growth has led to a new opportunity for a Quality Assurance Analyst to support the Centers for Medicare & Medicaid Services (CMS) Independent Quality Assurance (IQA) Program. In this role, you will play a key part in evaluating and auditing customer service interactions across Medicare and Marketplace programs to ensure compliance with privacy regulations, accuracy of information, and the delivery of professional and courteous service.

OUR PERKS

• Award Winning Culture: Best Place to Work, Excellence in Firm Culture, Best CPA Firm for Women and Best CPA Firm for Equity Leadership.
• Work / Life Balance: Hybrid work environment, unlimited paid time off, dress for your day!
• Benefits: Excellent benefits, including ESOP and additional retirement plan options.
• Growth Opportunities: 18-month internal leadership program (BLING), Staff Advisory Board, Bland Cares, and cross-functional training opportunities mean your voice matters!
• People-First Leadership: An environment where leaders are approachable, empathetic, authentic, and invested in the success and well-being of every team member.

YOUR ROLE

• Monitor Customer Interactions: Audit and evaluate customer service representative (CSR) interactions across multiple channels, including telephone, web chat, and written correspondence.
• Apply CMS Quality Standards: Assess calls and interactions using CMS Quality Call Monitoring (QCM) and Quality Written Channels Monitoring (QWCM) standards.
• Focus on Core Audit Areas: Conduct audits with a focus on three core areas:
  • Privacy: Compliance with the Privacy Act of 1974 and HIPAA.
  • Knowledge: Accuracy of information provided to Medicare and Marketplace consumers.
  • Customer Service: Professionalism, courtesy, and effectiveness in resolving inquiries.
    
• Deliver Feedback: Participate in calibration sessions with CMS staff to standardize scoring and ensure consistency across evaluations. Provide clear, constructive feedback and recommendations based on audit outcomes.

YOUR SKILLS

• Knowledge: Possess at least 3 years experience in quality assurance, auditing, or compliance in a call center or healthcare-related environment.
• Skills: Strong analytical and problem-solving skills with high attention to detail. Excellent written and verbal communication skills, with the ability to deliver clear and constructive feedback. Proficiency in Microsoft Office Suite and QA monitoring systems
• Performance is evaluated based on the proficiency and effectiveness of task completion, including the quality of work, application of performance, skill set, and the ability to meet time constraints.
• Candidates must pass a background check as part of the hiring process.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

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