Req Number 001VBD
Job Category Quality Management
Manages and implements staffing requirements.
Recommends, implements and adheres to approved operating goals, objectives and budget. Reports operational performance, justification and/or corrective action.
Ensures coordination, integration, communication, implementation, integrity and evaluation of operating policies and procedures consistent with PAS Operations, training, optimization and WFO to drive results on key areas of focus for improvement and provide critical summary data to drive improvements to main areas of opportunity in alignment with the strategic plan for PAS.
Selects, develops, manages and evaluates direct reports; and oversees the selection, development, management and evaluation of indirect reports. Coaches and develops analysts, supervisors and agents on QA standards and guidelines.
Builds and maintains productive intra-departmental work relationships to optimize operations.
Identifies and implements QA trends and best practice.
Develops and oversees implementation of process improvement programs focusing on improving quality assurance across Patient Access Services.
Perform routine audits on inbound and outbound calls, score calls according to a standard approach, assess and aggregate data for opportunity, and participate in design sessions for Patient Access Services centered on advancing and elevating Patient Access customer service.
Manages and oversees external QA vendor.
Monitors, reviews and processes all QA external vendor expenses.
Ensures operating compliance with government and agency regulations.
Manages resources including operating budget, supplies, equipment, space, staff and information.
Recommends, implements and evaluates the approved operating budget. Maintains records, reports on performance, and recommends corrective action or justifies variances.
Plans and ensures adequate supplies on-hand.
Evaluates equipment and recommends maintenance, repair, upgrade or replacement.
Participates in the planning and utilization of space.
Oversees the maintenance and integrity of conventional and computer-aided records and information.
Bachelor’s Degree, required.
Minimum of five (5) years related quality management experience, required.
Minimum of five (5) years related customer service experience, required.
Training Experience, preferred.
Knowledge of applicable quality assurance program standards, preferred.