Quality and Reporting Manager

Responsibilities

• Develops and maintains enterprise quality assurance standards, audit tools, and performance scorecards.
• Serves as the departmental subject matter expert for quality assurance methodologies and performance measurement.
• Oversees data governance and reporting integrity for patient access performance metrics.
• Develops performance reporting frameworks used by leadership to guide coaching strategies.
• Identifies and recognize quality and performance trends and communicate to Supervisor, and identify optimization opportunities.
• Demonstrates a comprehensive understanding of the contact center overall suite of services, operating platform(s), and strategic initiatives.
• Provides individual performance feedback to management team related to Patient Access Specialists if an improvement issue is identified.
• Develops aggregate performance models and benchmarks at the program and system level.
• Participate in calibration sessions to ensure all analysts are administering standard best practices and scoring is consistent.
• Collaborates on content of quality assurance scorecard
• Other duties and responsibilities as assigned within professional scope of practice/training/education.

Qualifications

• Bachelor’s degree or combination of education and experience.
• Plus 4 years of related experience.
• Demonstrate proficiency and/or understanding of data sets; extract, evaluate, clean, and summarize; conduct qualitative and quantitative data analysis and validation as applicable to areas of responsibility.
• Excellent project management skills including executing technical and operational project activities with cross-functional teams.

Preferred Qualifications

• Experience using Epic or other EHR software.
• Experience in a shared service and/or contact center environment.
• Prior training experience, business or customer service analytics.

Other Requirements

• Demonstrated proficiency in problem assessment, and resolution and collaborative problem solving in complex, and interdisciplinary settings.
• Strong organizational skills, time management, project management, and the ability to set priorities among multiple competing objectives, tasks and initiatives is required.
• Strong knowledge of customer service process and techniques.
• Ability to communicate effectively in both oral and written form and prepare presentations for various audiences.
• Ability to work collaboratively diverse staff and patient/family population to promote a patient centered culture.
• Strong proficiency of Microsoft Office Suite (Word & Excel) or similar software.