Looking for Quality Assistant Manager Provider Data Management - US healthcare domain experienced candidates.

Experience : Min 5+yrs of experience

Notice Period: Immediate or 30days

Work location : Chennai

Position Purpose:

As a fast-growing company in a thriving industry, supercharging performance is a key enabler for company to succeed and win in the market. This is a challenging and rewarding opportunity for an accomplished professional to drive and expand the quality standards for our healthcare business. This person must understand the roles of the QA team and provide guidance to the team and appropriate project resources to ensure program goals and service level agreements are met. The Quality Assurance Manager works with the client and with other managers and staff throughout the organization to instill quality into our processes.

Key Accountabilities/Responsibilities:

• Develops the quality management strategy and maintains a quality plan for Provider Data Management operations, including quality standards, quality scorecards, monitoring, coaching, performance metric assessment, calibration, and improvement actions.
• Has oversight of a dedicated team of quality analysts that perform audits and assess performance against scorecards
• Ensures quality reviews are conducted and analyzes the evaluations to identify trends and opportunities to improve the performance and overall project quality
• Ensures team standards for quality service are achieved and initiates improvement actions when necessary
• Collaborates closely with the Training Manager to define training requirements needed to support quality
• Performs quality assurance to clearly define the desired agent behaviors during transition, operational readiness, go live, and ongoing operations
• Facilitates calibration activities and works collaboratively with training and contact center operations personnel to ensure consistency in quality service requirements
• Monitors and reports program performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified
• Analyzes performance trends and takes proactive steps to prevent service shortcomings
• Reports performance information through formal and informal reports that may be contractual deliverables
• Represents the quality function to clients, serving as a point of contact for quality inquiries
• Conducts process and product audits to confirm compliance with company policies and contractual requirements

FOR MANAGER ROLES:

• Emphasis on removing bias in decisions related to promoting, hiring, leading, training, and coaching team members.
• Advocate for diverse perspectives and model inclusive behavior.
• Influence others to promote, embrace and progress an inclusive environment.

FOR ALL ROLES:

• Dedication and commitment to promote diversity, multiculturalism, and inclusion in all work activities
• Ability to collaborate in diverse teams to foster productive outcomes.

Desired Knowledge and Skills:

• Bachelor’s Degree, quality management or similar, or the equivalent combination of education, training, or work-related experience
• Five or more years of related experience in healthcare process Quality Assurance

·         Two or more years of experience in PDM processing background in US Heahthcare.

·         Two or more years of experience managing a team

·         Proven quality results and an understanding of what constitutes a quality product/interaction.

·         Ability to identify opportunities for improvement in processes & struggles with QA level associates.

·         Excellent oral, written and presentation skills; enhanced ability to deliver positive and negative feedback effectively to a variety of audiences with sensitivity and confidentiality.

·         Skilled in organization and prioritization, and attention to detail.

·         Strong team player with the ability to work across multiple functions and disciplines.

• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Prior experience in a client-facing, project leadership role
• Ability to work independently, handle pressure and deliver to deadlines

·         Responsible for impact analysis for a change request and implementation of an approved change request

Education, Experience and/or Training:

·         College degree or relevant experience in business administration, communication or quality assurance preferred.

·         Expert-level knowledge in MS Office required.

·         Claims adjudication knowledge and experience is required.

·         Must be in your current position for more than 6 months and at a performing level within the organization. Must not be on any disciplinary action with your current supervisor.

·         Lean Sigma principle experience preferred.

Travel:

·         Up to 25% overnight travel required at times for team development and/or organizational seminars.