Secret Shopper Manager

Myers and Stauffer LC is a certified public accounting and health and human services consulting firm, specializing in audit, accounting, data management and consulting services to government-sponsored health care programs (primarily state Medicaid agencies, and the federal Center for Medicare & Medicaid Services). We have 45+ years of experience assisting our government clients with complex health care reimbursement and provider compliance issues, operate 21 offices and have over 900 associates nationwide.

At Myers and Stauffer, you will have a career that is rewarding while also supporting our state and federal government health and human service clients that focus on those in need. We are committed to providing our employees with professional growth and development opportunities, a diverse, dynamic, challenging work environment, and a strong and visionary leadership team. Our firm takes pride in the welcoming and collaborative culture we have throughout our offices. We are always willing to discuss potential flexibility that an employee may need to better suit their work-life wellbeing.

What We Offer:
Health, Dental, and Vision insurance along with other competitive employee benefits for eligible associates
Vacation time, sick time, and paid holidays
Paid Parental Leave and available support resources
401K with company matching for eligible employees
Tuition reimbursement, referral bonuses, paid volunteer community service time, mentor program, and a variety of other employee programs and perks
A combination of technical and leadership development training at each career milestone
Up to six counseling sessions per year for eligible employees through our Employee Assistance Program

We understand that changing or learning a new industry can discourage strong candidates from applying. Please do not hesitate to apply, as you may be the right fit for this position or another position we have open.

Job Summary:

The Secret Shopper Manager is responsible for overseeing and coordinating a team tasked with monitoring health plan provider network adequacy compliance through completion of onsite and telephonic secret shopper surveys of health care providers. This program integrity function evaluates health plan member's access to services, assesses compliance with contractual requirements and regulations, and ensures the accuracy of provider directories.

Responsibilities and Primary Duties

• Develop and manage a comprehensive secret shopper program that supports organizational goals and compliance requirements.

• Create and maintain evaluation criteria, checklists, and protocols to assess service quality, regulatory compliance, and patient experience.

• Assist in recruiting, hiring, and training qualified onsite and telephonic secret shoppers, ensuring adherence to reporting standards and confidentiality policies.

• Plan and schedule secret shopping visits across healthcare facilities and providers to ensure adequate geographic and service-type coverage.

• Coordinate with regional leads and project managers to support seamless execution of visits while maintaining shopper anonymity.

• Collect, review, and analyze data from secret shopper reports to identify patterns, strengths, and areas needing improvement.

• Utilize data analytics tools to generate insights and support informed decision-making.

• Prepare comprehensive reports summarizing findings, trends, and actionable recommendations.

• Present results to senior leadership, offering insights to enhance service delivery, compliance, and operational efficiency.

• Ensure accuracy, consistency, and reliability of all data and reports submitted by secret shoppers.

• Monitor and evaluate shopper performance, providing ongoing coaching and performance feedback.

• Stay informed on industry trends, regulatory changes, and best practices in mystery shopping and patient experience assessment.

• Continuously evaluate and refine the secret shopper program to meet evolving organizational and regulatory needs.

Preferred Qualifications

• Bachelor's degree in Business, Health Care Administration, Marketing, or a related field.

• Previous experience in secret shopping, health care compliance, program integrity, or customer experience.

• Call center support experience.

• Strong analytical skills with the ability to interpret data and generate actionable insights.

• Excellent organizational and project management skills.

• Effective communication and interpersonal skills.

• Proficiency in data analytics tools and Microsoft Office Suite (Excel, Word, PowerPoint).

• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.

• Detail-oriented with a keen eye for identifying service and compliance issues.

• Proactive and self-motivated with a commitment to continuous improvement.

• Ability to maintain confidentiality and handle sensitive information discreetly.

• Bilingual Spanish speaking desirable.

• Ability to work flexible hours.

Minimum Qualifications

• High School Diploma or GED

• Minimum of 3-5 years of experience in customer service, or a related field.

• Ability to travel to various locations for site visits and meetings, up to 30%.

• Must reside in the state of Florida

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