Medicare Advantage Call Center/Enrollment Quality Reviewer
Mass General Brigham Health Plan

This is a remote role that can be done form most US states.

The Quality Control Reviewer for Medicare is a vital member of the quality assurance team, focused on monitoring and evaluating Medicare customer service calls, transactions, and member enrollment processes. This position ensures compliance with quality standards, regulatory requirements, and service excellence within the Medicare line of business. Collaborating closely with the Medicare Quality Assurance Team Lead and relevant departments, this role identifies areas for improvement, provides feedback, and helps develop best practices to enhance both customer service interactions and enrollment processes.

The Quality Assurance Reviewer is responsible for identifying potential areas of concern or compliance risk, and partnering with the Quality Assurance Team Lead on appropriate follow up. Follow up may include feedback, coaching or collaboration with other departments to improve documentation or business process. This person must have the ability to apply an end-to-end process orientation to their work. The Quality Control Reviewer may also participate in targeted quality control projects for key accounts to ensure transactional integrity.

The Quality Assurance Reviewer is a key member of a dynamic team, reporting to the Manager, Quality Control. This position contributes to the monitoring of key business processes and may participate in agile projects as the need arises.

Principal Duties and Responsibilities:

• Conduct comprehensive reviews of Medicare customer service calls, enrollment interactions, and transactions to assess accuracy, compliance, member experience, and service quality.
• Apply Medicare-specific guidelines, job aids, and regulatory standards to ensure interactions are compliant, high-quality, and member-centered.
• Partner with Medicare customer service and enrollment teams to identify process improvements, address quality gaps, and implement enhancements.
• Document audit findings, assign scores, and generate detailed reports for QA management, highlighting patterns, insights, and actionable improvements.
• Assist in developing Medicare-specific metrics and reporting tools, ensuring these reflect evolving regulatory and business needs.
• Support onboarding and training of Medicare customer service and enrollment staff by sharing key quality insights and performance feedback.
• Participate in calibration sessions with Medicare Customer Service, Compliance, and Quality Control teams to standardize scoring practices and align quality standards.
• Engage with customer service representatives and enrollment staff to resolve audit challenges, clarify guidelines, and enhance service delivery standards.
• Contribute to quality improvement projects, including agile initiatives focused on Medicare operations.

Qualifications
Required:

• Associate degree or an equivalent combination of education and experience in healthcare, customer service, or auditing.
• At least 5 years of experience in healthcare, with 3 years in quality monitoring, auditing, or similar roles.
• Experience in evaluating customer service calls, especially within healthcare or insurance sectors, with a focus on regulatory and compliance standards.

Preferred/Desired:

• Bachelor's degree in healthcare administration, business, or a related field.
• Direct experience in Medicare customer service, including familiarity with Medicare enrollment processes and specific regulatory requirements.
• Experience working with quality monitoring software (e.g., CX1 or similar platforms) and call center technology.
• Familiarity with healthcare quality improvement methods and data analysis skills for reporting on quality metrics.

About Us:

Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are at the forefront of transformation with one of the world's leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage.

Our work centers on creating an exceptional member experience-a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise within a consciously inclusive environment where diversity is celebrated.

We are pleased to offer competitive salaries and a benefits package with flexible work options, career growth opportunities, and much more.

EEO Statement
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.

---