Quality Assurance Coordinator at Aveanna Healthcare assisting in maintaining client files and compliance. Participating in audits and quality assurance training programs while adhering to company values.
About the role
- Operations QA Supervisor responsible for managing quality assurance associates' performance and training. Overseeing operations for pharmaceutical manufacturers to improve patient experiences.
Responsibilities
- Supervises a team of Operations Quality Assurance Associates through monitoring day-to-day operations
- Manages and addresses employee requests, scheduling, payroll/timesheets, and productivity
- Ensures employee’s are well trained, delivering on department and individual objectives, and following company policies and procedures
- Reviews and assess Operations Quality Assurance Associates job performance and provides appropriate coaching and training to address positive and constructive feedback
- Delivers and supports activities of hiring, training/onboarding, goal setting, performance management, and employee development across multiple clients and programs
- Motivates and develops teams to drive consistent positive internal and external customer experience
- Conducts and facilitates regular group meetings with operations and program leaders to communicate agent performance and recommendations, partners with cross-functional departments to assists with implementation of new programs and processes
- Manages appeals process inquiries from operation leadership through research of program/client business rules/requirements
- Provides education and coaching to front-line BV/Operation agents, CMs, and QA associates, as necessary
- Acts as a SME for multiple clients/programs to meet customer SOPs/business rules and ensures monthly audit goals are met
- Presents/facilitates Quality Assurance data to communicate performance trends, process or training gaps, service improvements and efficiency opportunities
- Provides/develops recommended remediation actions or initiatives to drive improvements in Operations quality performance levels
- Oversees QA materials to ensure the success of business/customer deliverables to drive strong customer and patient experience
Requirements
- Associate Degree or 5 years equivalent management/supervisor experience
- 3-5 years in a Quality Assurance role within Operations environment or minimum of 1 year in a people leadership role
- Knowledge of SOPs/business rules of multiple medication/brands across CRx business lines
- Solid understanding of data generation and analysis principles
- Knowledge of benefit investigations, claim payments, operations management in call center, claim processing, or benefits investigation areas
- Lean Six Sigma or other process improvement experience preferred
- Solid proficiency in data analysis using various analytic tools
- Strong verbal and written communication skills to enable relationships across all levels of the organization
- Strong knowledge of Microsoft products including Excel, Word, and PowerPoint.
Benefits
- Opportunities for a bonus (or commissions)
- Comprehensive benefits including medical, dental, vision, life, and disability insurance
- Access to 401(k) plan with employer contributions
- Flexible paid time off policy covering sick days, personal days, and vacations
- Eight standard company holidays and three floating holidays annually
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