Overview:
The Quality Assurance Manager will provide oversight implementation of Quality Assurance (QA) in all patient contact center functions. Primary responsibility will be to support Scheduling Concierge Services (SCS) Surgical Scheduling Team (SST), and Revenue Cycle by evaluating, managing, and executing quality assurance and improvement strategies.
Forefront Dermatology sets a high standard of patient care, and the Quality Assurance Manager will ensure all team members are providing outstanding customer service to all patients via phone and other patient interactions.
Total Compensation and Rewards:
* Employee benefits- Medical, Dental, Vision
* Employee Assistance Program (EAP)
* 401K retirement plan with company match
* PTO/ Holiday pay
* Milestone bonuses
* Internal mobility
* Employee discounts
* Referral bonuses
Responsibilities:
Quality Assurance:
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* Plays hands-on role in the contact centers related to quality; Collaborates with leadership teams to ensure standardization, communication, calibration and consistency.
* Develop quality assurance standards including the creation and implementation of quality monitoring evaluation methodologies that support improved patient experience efforts across company.
* Creates and implements call monitoring plan to ensure all staff calls are being listened to consistently on a regular basis; includes active scoring of calls.
* Coordinates and facilitates call calibration sessions for contact center and other support employees, including global staff.
* Develops and implements QA Scorecard and action plans to support staff growth, develop, and annual review process.
* Develop and lead new and continuing quality initiatives including expansion of the quality program utilizing internal and external benchmarks for success.
* Prepare actionable reports and feedback to leadership team.
* Identify, develop and implement technology solutions in the support of driving more consistent and frequent feedback to contact center staff.
* Effectively prepare and communicate patient experience evaluation results for management to leverage in the support of coaching/developing team members.
* Learn new processes, services and systems and work with the appropriate organizational leaders to customize and/or update QA standards, processes and strategic growth for each supported department.
Training and Development:
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* Develop training leveraging results from monitoring and other quality initiatives to create or revise training materials to address skillset and knowledge gaps that represent the company's ideals, standards, and culture.
* Partner with Forefront Dermatology trainers to ensure collaboration and accuracy to align with clinic operations workflows.
* Responsible for the recommendation and development of corrective action plans or performance improvement plans in partnership with leadership for quality assurance measures.
* Responsible for the ongoing engagement planning and execution around quality assurance.
Leadership:
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* Responsible for the direct report alignment of support QA staff
* Maintain direct report attendance, performance and behavior
* Adherence to compliance and completion of compliance training.
Perform other related duties as assigned.
Qualifications:
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* Dermatology experience is preferred.
* Experience with developing and managing quality assurance programs within a contact center environment preferred.
* Must have proven management experience.
* Proficiency in Microsoft Office Suite, report writing and data analytics is required.
* Familiarity working with an Electronic Health Record.
* Proficiency in contact center technology such as telephony and workforce management is required.
* Strong customer service experience is required.
* Must possess excellent written and verbal communication skills.
* Demonstrated leadership experience. Must be able to demonstrate leadership by serving as an example to others regarding professional behavior, handling multiple tasks, maintaining a positive attitude, and in response to organizational change.
* Ability to work effectively and cooperatively with staff, board, clients, and the public.
* Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team.
* Ability to use time productively and contribute to high levels of company operational efficiency and effectiveness.
* Ability to maintain confidentiality of information.
* Bachelor's degree in Business Administration, Healthcare Administration, Human Resources Development, or related field is required.
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