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Aetna is now a CVS Health Company

Quality Analyst, Hong Kong - 61615BR

Primary Location: Hong Kong, HKG
Additional Locations: HKG-Hong Kong
Family Summary/Mission

Acts as an Advocate for, and support, the business by serving as a quality champion through measuring and monitoring the quality and effectiveness of work processes in claim processing and/or customer service that impact customer satisfaction, medical cost management, and operational efficiency. Consult and/or work cross functionally to influence and promote change in order to continually deliver quality service to our internal and external customers.

Position Summary/Mission

Performs call and email quality audits for ROW service operations for Open Health Plus / Actisure.

Fundamental Components & Physical Requirements include but are not limited to:
  • Conduct standard quality reviews /audits to measure compliance with published policies, procedures, customer and regulatory guidelines
  • Identify and distribute errors to business partners
  • Assist with the day-to-day maintenance and operations of assigned functional unit
  • Perform analysis of data to identify and communicate trends during day to day work
  • May perform or assist with special projects/reviews
  • May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/ systems tools
  • Conduct continuous quality improvement initiatives and processing quality hours

Background/Experience Desired

1 -3 years of claim processing and/or customer service experience.

Education and Certification Requirements

High school diploma or equivalent.

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Click To Review Our Benefits (PDF)


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