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Training & Quality Operations Senior Associate

Clover Health

Remote / United States of America
  • Job Type: Full-Time
  • Function: Engineering QA
  • Industry: Digital Health
  • Post Date: 05/08/2024
  • Website: cloverhealth.com
  • Company Address: 30 Montgomery St, Jersey City, NJ 07306, US

About Clover Health

Clover Health (Nasdaq: CLOV) is a physician enablement company focused on seniors who have historically lacked access to affordable, high-quality healthcare.

Job Description

Our National Training Team is a group of strategic problem-solvers working to drive an improved member experience. Come join us in our mission to better serve senior communities and fix healthcare for those who need it most.

As a Training & Quality Operations Sr. Associate, you will be responsible for working with operations leadership to plan and execute training, quality assurance, and escalation resolution. You will work across multiple teams to ensure the member needs are identified and well represented. You will provide trends on a variety of channels from our members to better understand signals for process improvement and member retention.

As a Training & Quality Operations Sr. Associate you will:

  • Make an impact by planning, conducting, coordinating and implementing comprehensive training modules that impact quality assurance and performance.
  • Develop training documents and train internal and external teams.
  • Assist in developing, creating and implementing quality processes and procedures; as well as making enhancements to training materials and class modules as needed to enhance the overall member experience.
  • Participate in the design of quality assurance formats and quality standards.
  • Responsible for assessing the quality of the performance of internal and external member engagement efforts. 
  • Engage with our members on a variety of campaigns. 
  • Participate in member listening programs and call monitoring to identify member needs and expectations and coordinate and facilitate call calibration sessions.
  • Manage escalation channels to ensure timely resolution of member facing issues and to provide actionable data to various cross-functional stakeholders.
  • Collaborate with internal and external and stakeholders such as Sales, Stars and Clover members.

Success in this role looks like:

  • In the first 30 days you will: Gain familiarity with the company's mission, values, and culture, and start understanding the landscape of member communications and quality assurance.
  • In the first 60 days you will: Collaborate to enhance training materials, implement quality processes, and start monitoring member communications for trends.
  • In the first 90 days you will: Assess engagement quality, provide recommendations for improvement, and align efforts with organizational goals while strengthening collaboration with stakeholders.

You should get in touch if:

  • You have at least 4 years of experience in a call center training or quality role within a Healthcare/Medical/Insurance environment.
  • You are hyper-organized and detail oriented, with the ability to stay organized and provide deliverables in a timely, and transparent manner.
  • You are a great communicator with a collaborative work style and experience working with multiple stakeholders to get things done.
  • You want to make a difference. You thrive when you are driving initiatives forward at a fast pace and welcome challenges that have great impact.
  • You care about our member’s experience and want to improve the health, happiness, and quality of life of our members.
  • You excel in strategic planning, relish the thrill of problem-solving, and delight in crafting innovative solutions.

Benefits Overview:

  • Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
  • Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
  • Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. Additionally, we embrace a remote-first culture that supports collaboration and flexibility, allowing our team members to thrive from any location. 
  • Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.

Additional Perks:

  • Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities.
  • Reimbursement for office setup expenses.
  • Monthly cell phone & internet stipend.
  • Remote-first culture, enabling collaboration with global teams.
  • Paid parental leave for all new parents.
  • And much more!

#LI-Remote

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.

For California, Colorado, New Jersey, New York, or Washington residents, a reasonable estimate of the base salary range for this role can be found below. For candidates residing in other geographic areas, the range will be adjusted based on location. Final pay is based on several factors including but not limited to internal equity, market data, and the applicant’s education, work experience, certifications, etc.

Colorado/Washington Pay Range

$79,000 - $108,000 USD

California/New Jersey/New York Pay Range

$79,000 - $121,000 USD


About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we've created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most.

We always put our members first, and our success as a team is measured by the quality of life of the people we serve. Those who work at Clover are passionate and mission-driven individuals with diverse areas of expertise, working together to solve the most complicated problem in the world: healthcare.

From Clover’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility.

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