Manager, Quality Assurance and Customer Experience, Blue KC

Justin is responsible for executing customer experience design elements to influence Blue KC’s customer-centric culture with a focus on continuous quality improvement. He serves as the team lead designer for Blue KC’s relationship with Discover insights, and is currently leading the rollout of Discover’s Intelligent Scoring capability for the contact center. In addition, he is responsible for the day-to-day direction of the Quality Assurance team that supports Blue KC’s Commercial Contact Center. Justin has an expansive knowledge of healthcare payor operations having more than a decade of experience at the front-line, training and management levels.