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MSLA - Exam Operations Quality Auditor - Cypress, CA

UnitedHealth Group

Cypress, CA
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Job Details

229445 MSLA Exam Operations Quality Auditor Cypress CA

MSLA - Exam Operations Quality Auditor - Cypress, CA (229445)

Position Description

MSLA is a Medical Corporation that provides comprehensive independent medical evaluations (IME) and other IME related services to the government and private industry. Our business philosophy incorporates both exceptional customer service and quality evaluations, both of which are the primary factors for our rapid growth since our inception in 1998. No industry is moving faster than health care. And no organization is better positioned to lead health care forward. We need attention to every detail with an eye for the points no one has considered. The rewards for performance are significant. You'll help improve the health of millions. And you'll do your life's best work.(sm)
The Quality Auditor will evaluate quality of customer interactions by MSLA exam operations employees. Partners with Leadership to develop and improve quality program. 
Primary Responsibilities:
  • Contribute to the design and development of performance monitoring program
  • Insures program is in compliance with Quality Assurance Program submitted to VA
  • Identifies methodology for selecting calls for review (e.g. long calls)
  • Identifies call criteria to evaluate (tone, accuracy of info provided, greeting, etc.) 
  • Listen to and assess calls. Track results
  • Develops way to track audit results. Uses results to identify opportunities to improve processes or topics that require re-training
  • Partner with Supervisor and Leads to provide coaching to employees
  • Partner with Supervisor and Leads to develop a recognition program for strong performers
  • Review customer survey feedback. Incorporate as part of the performance assessment and improvement plans
Required Qualifications:
  • High School diploma
  • Customer service or call center experience
  • MS Excel: Intermediate level skills
Preferred Qualifications:
  • 4 year college degree
  • 2+ years of experience in a healthcare environment
  • Previous experience working in a call center environment
Careers with MSLA. Our focus is simple. We’re innovators at providing technology - driven, comprehensive, independent medical evaluations to government and private entities.  In addition to our core clinics located throughout California, Nevada and Hawaii, we manage an extensive nationwide network of fully credentialed physicians in all major specialties. We’ve joined Optum, part of the UnitedHealth Group family of businesses. And when you join our team, you’ll impact the lives of others by verifying the validity of claims, providing quality examinations and meeting the timelines that make a difference for our customers.  Here, you’ll join a team that makes you want to do better every day, resulting in your life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.


UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.



Job Keywords: MSLA, Exam Operations Quality Auditor, Cypress, CA, California

Job Details

  • Contest Number229445
  • Job TitleMSLA - Exam Operations Quality Auditor - Cypress, CA
  • Job FamilyCustomer Services
  • Business SegmentOptumCare

Job Location Information

  • Cypress, CA
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • Travel
  • Telecommuter PositionNo
  • Overtime StatusNon-exempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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