Position Purpose:
The primary purpose of this position is to oversee a team of Quality Analysts & Auditors whose primary functions are to identify, analyze and enhance competencies of associates and ensure delivery of service level quality metrics per our customer agreement in alliance with Firstsource's core values. This person would be responsible for performing a variety of tasks including but not limited to: directing audit/feedback activities commensurate to production standards, establish priorities and maximize usage of assigned resources, evaluate and recommend alternative auditing procedures for continuous improvement and support the day to day functions of their assigned team.
Competencies:
- Technical capacity
- Organizational skills
- Problem Solving/Analytical
- Customer/Client Focus
- Time Management
- Collaboration
- Performance Management
- Leadership
- Business Acumen
Key Accountabilities/Responsibilities:
- Implements quality management plan for Enrolment operations, including quality standards, quality scorecards, monitoring, coaching, performance metric assessment, calibration, and improvement actions.
- Direct, review & report daily audit/feedback activities of assigned team.
- Conduct meetings regularly with assigned team and senior executives to keep consistency in teamwork.
- Be involved in daily team driven actions to help develop improvements to achieve associate level merit.
- Provide timely quality follow through in the form reporting and escalations.
- Develop and maintain a repository of internal monitoring results & feedback to identify trends and target improvements for associate teams.
- Ensure effective communication with all members of assigned staff, site level & senior executives.
- Assist in the implementation of policies, operating procedures and quality systems as directed by senior management.
- Stay abreast of the new trends and tools in employee development.
- Support the Service Quality unit by identifying new initiatives to include expanding the quality program scope and maintenance of processing models, guidelines and scoring methodologies.
- Performs other work related duties as assigned.
Desired Knowledge and Skills:
- Previous work experience in quality assurance, strong claims processing background and a dedication to quality & improvement.
- Two or more years of experience in Enrolment processing background in US Heahthcare.
- 1+ year(s) experience in a supervisory capacity leading teams, both physically and remotely.
- 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.
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.
- Lean Sigma principle experience preferred.
