Bilingual Quality Analyst, Cedar
Call Center
$55.1-74.5k
+ Stock Options
Financial engagement & billing for healthcare providers
Be an early applicant
Financial engagement & billing for healthcare providers
501-1000 employees
Be an early applicant
$55.1-74.5k
+ Stock Options
501-1000 employees
Company mission
To make healthcare more affordable and accessible through its consumer-friendly platform.
Role
Who you are
- Fluency in Spanish required (both written and spoken)
- Prior experience in the Healthcare industry (familiar with revenue cycle management and billing)
- 2 years Call Center Experience required
- Prior experience in training and/ or developing policies and procedures
- Experience navigating electronic medical systems
- Familiarity with quality assurance methodologies and metrics is a plus
- Ability to show empathy and passion for outstanding customer service
- Excellent verbal and written communication skills
- Exceptional problem solving and critical thinking skills
What the job involves
- Cedar is improving the healthcare financial experience
- Our technology improves the overall experience of patient billing and engagement, enabling providers to thrive in a constantly evolving environment while helping patients understand the cost of their care
- Cedar is seeking a Bilingual (Spanish) Service Center Quality Analyst to work along with our Servicing Team!
- The Quality Assurance Analyst (QA) is responsible for our full service customers
- The QA will monitor inbound and outbound call, chat and email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures
- This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall client/ customer’s experience
- Our ideal candidate will get the chance to become an industry subject matter expert, gain exposure to different functions throughout Cedar’s internal teams, and have the opportunity to work with and guide a highly collaborative team!
- Monitor, evaluate and score inbound/ outbound calls against established quality assurance instruments and standards
- Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
- Participate, as needed, in calibration sessions, employee/ vendor/ client communication sessions, and/or creation of communication tools
- Supports and communicates business goals, quality standards, processes, procedures and policies
- Participate in quality assurance initiatives, such as developing training materials, conducting audits, and implementing process improvements
- Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
- Conduct / Lead training sessions
- Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
- Provides performance expectations, action plans and development plans to improve call quality
- Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined
Our take
Over $1 billion is said to be lost annually by physicians as a result of inefficient and disjointed healthcare billing practices. The subsequently low patient satisfaction rates lead to poorer care, and real losses for providers who see patients switching away from their plans.
Cedar looks to remedy these issues with a selection of consumer-facing services which streamline billing, insurance and healthcare processes. Healthcare billing concerns a huge percentage of US adults, so optimizing patient satisfaction is of increasing concern - a great opportunity for the company.
After acquiring competing patient finance streamlining service OODA Health in 2021, Cedar netted substantial funds and launched its Payer Intelligence Layer. This allows it to integrate data from insurers and providers to create a single source of information. The company was also endorsed by the Montana Hospital Association's shared services division, to be listed as its only preferred patient financial engagement technology.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Dec 2022
$68.4m
SERIES D
Mar 2021
$200m
SERIES D
Total funding: $394.4m
Company benefits
- Flexibility to work from home or in the office, depending on what works best for you
- Health insurance
- Offices in Manhattan, San Francisco and Salt Lake City
- Free lunch, healthy snacks, cold brew and kombucha on tap (Yup!)
- Guided-meditation and game nights (Weekly!)
- Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year
- 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
- Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians)
- Equity (for qualifying roles) and health benefits that start on your first day
- 401k plan with 3% employer non-election contribution
- Access to hands-on mentorship, employee and management coaching, and a stipend for learning and development resources to help you grow both professionally and personally
Company HQ
West Village, New York, NY
Leadership
Arel Lidow
(Co-Founder)Previously VP of product at AppNexus where they supervised the development and launch of the company’s flagship products. Began their career as a technology associate at Bridgewater Associates, working on trading systems for the world’s largest hedge fund.
Dr. Florian Otto
(Co-Founder & CEO)Previously an executive at Zocdoc where they drove the commercial adoption of the platform. Also founded a daily deal company in Brazil (ClubeUrbano) that was eventually acquired by Groupon. Began their business career as a strategy consultant at McKinsey & Company.
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