RTH Senior Quality Analyst - 6131

Description and Requirements
The Global Customer Service and Operations (GSCO) team is the face and voice of MetLife to our customers and the center of the customer experience. Whether processing or problem solving, the work we do centers on connecting with the hearts and minds of customers to provide high-tech, high-touch care in the moments that matter most. Our team of supportive advocates provides a differentiated customer experience through patience, empathy, and understanding. Does this sound like you? Join us!
The Opportunity
At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The Operations Transformation and Technical Quality Operations organizations include diverse teams of Quality Analysts that address core business challenges within MetLife. This role will conduct quality reviews of the Return to Health clinical team, collecting and analyzing quality opportunities and root causes to ensure quality standards are achieved.
How You'll Help Us Build a Confident Future (Key Responsibilities)

• Conducts clinical quality reviews of the Vocational Rehabilitation Counselors (VRC) within the Vocational Health Unit (VHU) for the Return to Health organization.
• Identifies trends, root causes, and areas of opportunity from the analysis of data developed from the completed quality reviews.
• Provides consistent, timely, and meaningful feedback regarding behaviors identified and quality standards.
• Participates in problem solving discussions and proposes potential solutions to identified areas of opportunity with the Return to Health organization to drive results.
• Detects, analyzes, and presents Objective and Key Results to operational partners on an ongoing basis.
• Collaborates within a team dynamic to promote and sustain a culture of quality improvement.

What You Need to Succeed (Required Qualifications)

• MA/MS in Rehabilitation Counseling and 5+ years of relevant experience
• Advanced written and verbal communication skills
• Ability to provide constructive feedback at all levels and build relationships through these interactions
• Desire and ability to cross train into additional health unit(s) to expand scope of quality reviews
• Demonstrated critical thinking, attention to detail, analysis, and problem-solving skills
• Microsoft Office, Power Point, and Excel knowledge
• Ability to work independently and as a team
• Certified Rehabilitation Counselor (CRC) certification or Behavior Health experience (LCMHC or LCSW license).

What Can Give You an Edge (Additional Skills)

• Strong knowledge of psychiatric conditions, symptoms, and terminology.
• Certified Rehabilitation Counselor (CRC) certification and Behavior Health experience (LCMHC or LCSW license).

The salary range for applicants for this position is $55,600 - $85,000.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2024 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
$55,600 - $85,000