Service Unit Quality Assurance

Job Summary

This position is responsible for performing quality assurance for Service Unit production and coordinating 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 that 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 report accuracy and completion of tasks.
• Assist with feedback to supervision on the types of errors made.
• Make suggestions on coaching, procedure clarifications, and procedural changes to improve accuracy levels.
• Enter 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.
• Meet 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.
• Perform other job‑related projects as assigned by management.

• Knowledge of Membership systems and ability to use information to review Service Unit activities to determine if mailing content is correct.
• 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.

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

$23.58–$29.40 (Non‑exempt, Grade
12). The compensation range is an estimate of what a successful candidate might be paid and may vary above or below the stated amounts.

• Paid vacation and sick leave with paid maternity and paternity available immediately upon hire.
• 6 weeks paid parental leave for new mothers and fathers.
• Fertility/Adoption assistance.
• 2 weeks paid caregiver leave.
• 401(k) plan with matching up to 5%.
• Health/Vision/Dental insurance.
• Tuition reimbursement.
• Health & fitness benefits, discounts and resources.
• Incentive pay program (EPIP).
• Dynamic work environment, professional growth opportunities and flexibility.

Blue Cross and Blue Shield of Kansas provides 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.