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Quality Evaluator - Crisis Line (Massachusetts, US)


  • Massachusetts, Massachusetts



Location: Remote (within Massachusetts)

Build the possibilities. Make an extraordinary impact:

•    Responsible to monitor and evaluate clinical and non-clinical contact between program staff and participants, assessing adherence to protocols and appropriate clinical interaction. 
•    Evaluates calls for these major areas: safety, clinical effectiveness, productivity and customer service. 
•    Will review high risk cases for clinical appropriateness and correct documentation

How you will make an impact:

•    Provides written and/or verbal feedback to program staff to assist with performance improvement and staff development. 
•    Develops reporting and overall performance trend identification. 
•    Serves as the subject matter expert in the areas of clinical and non-clinical policies and procedures, use of applicable software and call processes. 
•    Ensures each associate meets standard performance criteria and ensures associates are moving program participants toward desired levels of engagement or enrollment, program retention and positive clinical outcomes (i.e. improved health). 
•    Analyzes individual and overall trends based on monitoring results and providing recommendations to operations management or learning and Development. 
•    Provides quality review process training. 

Minimum Requirements:

•    Requires BS/BA in nursing, social work, respiratory therapy or related clinical field and minimum of 3 years of experience in managed care which includes experience in clinical staff development and education, quality; or any combination of education and experience, which would provide an equivalent background. 
•    Current unrestricted license in applicable state(s) for designated field (i.e. RN, Social Work, Respiratory Therapy) required. 

Preferred Skills, Capabilities and Experience:

•    Background in quality or call centers preferred.
•    Strongly preferred to have Masters degree, and Mental Health licensure (LPC, LCSW, LMFT)
•    Crisis experience strongly preferred
•    Will work standard hours M-F with some flexibility needed 

Please be advised that Elevance Health only accepts resumes from agencies that have a signed agreement with Elevance Health. Accordingly, Elevance Health is not obligated to pay referral fees to any agency that is not a party to an agreement with Elevance Health. Thus, any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Be part of an Extraordinary Team

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. Previously known as Anthem, Inc., we have evolved into a company focused on whole health and updated our name to better reflect the direction the company is heading.

We are looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change. Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide – and Elevance Health approves – a valid religious or medical explanation as to why you are not able to get vaccinated that Elevance Health is able to reasonably accommodate. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health has been named as a Fortune Great Place To Work in 2021, is ranked as one of the 2021 World’s Most Admired Companies among health insurers by Fortune magazine, and a Top 20 Fortune 500 Companies on Diversity and Inclusion. To learn more about our company and apply, please visit us at Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact for assistance.

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