Bess Laub
About Bess Laub
Bess Laub serves as the Service Quality Manager at EmblemHealth, where she has worked since 2005. She has developed key quality programs and supervises quality auditing for over 500 advocates across multiple call centers.
Work at EmblemHealth
Bess Laub has been employed at EmblemHealth, formerly known as HIP, since 2005. She has held the position of Service Quality Manager since 2011 and previously served as a Supervisor from 2007 to 2011. In her current role, she oversees quality auditing for over 500 advocates across 10 call centers. Laub leads bi-weekly quality improvement and Tollgate meetings to enhance call center performance and develop actionable plans for improvement.
Education and Expertise
Bess Laub studied at Nassau Community College in Garden City, New York, where she earned an Associate's Degree. Her educational background supports her expertise in service quality management and compliance auditing within the healthcare sector. Laub has developed and implemented several quality programs, including the A.C.E.S. and Customer Connection Quality programs, which focus on establishing consistent expectations and improving service delivery.
Background
Bess Laub has a long-standing career in quality management, specifically in the healthcare industry. Since joining EmblemHealth in 2005, she has progressed through various roles, demonstrating her commitment to service quality and operational excellence. Her experience includes acting as an audit liaison for compliance audits and coordinating training for new Quality Assurance specialists.
Achievements
In her role at EmblemHealth, Bess Laub has developed key programs such as the A.C.E.S. and Customer Connection Quality programs from inception. She has created supporting documents like expectations documents and audit job aids to ensure consistent service quality. Laub is responsible for presenting weekly and monthly reports to senior management, addressing call center performance and concerns through various communication channels.