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Supervisor, Operations Quality Assurance Audit

Company: TalentBoost (Point32Health)
Location: Newton Highlands
Posted on: November 26, 2022

Job Description:

Under the general direction of the Operation Quality Assurance Manager, the Supervisor of Call Quality is responsible for facilitation of initiatives created with the goal of improving quality for customers over multi-channels such as phone, email, chat, etc. The supervisor's primary function is to design, develop and implement programs that monitor our customer's experience with our Customer Service staff. This includes ensuring QA Specialist and Analysts completes their call monitoring; distributing reports of monthly statistics to call center leadership; facilitating call calibration sessions; resolving disputes, being the designated point of contact for both Member and Provider Services supervisors for all lines of business by providing guidance and support. The supervisor's other main function is to oversee and develop the QA Specialists and Analysts. The supervisor will ensure that all calls are completed on time and accurately. The supervisor is responsible to educate and develop staff so they can fully complete their duties. The supervisor is also accountable for all administrative tasks such as timecard approval, reviews, etc. -Key Responsibilities/Duties - what you will be doingDesign, develop and maintain call quality program:

  • Provide analysis, metrics and other summary information regarding quality to call center leadership team
  • Oversee and resolve disputes from the call centers
  • Send emails to update call center leadership team such as Sound Advice, monthly summaries, calls completed by supervisor, etc.
  • Maintain working industry knowledge of call quality program best practices
  • Facilitate calibration sessions with supervisors and managers
  • Work collaboratively with Training team to improve quality scores
  • Maintain call quality recognition program for call centers
  • Update Call Standards as necessary and ensure they are posted to the appropriate sites
  • Collaborate with call centers to identify improvement opportunities and trendsLeadership:
    • Supervise a team of Quality Assurance Specialists and Analysts
    • Coach and develop staff
    • Write performance reviews of staff
    • Approve timecards and vacation requests
    • Conduct 1x1s with staff to assess progress on monthly goals
    • Participate regularly and be back-up for manager at staff meetings
    • Attend and observe new hire training presentations and calibrations to provide feedback to staffTechnical/Functional Responsibilities:
      • Make updates in Verint such as supervisor team assignments
      • Work with IS to resolve Verint issues
      • Identify, assess and help implement technology solutions
      • Maintain a working knowledge of THP database systems, policies and procedures, benefits, claims, enrollment programs, and state and federal mandates
      • Seek to understand data reporting sources to validate assumptions and analyses -Qualifications - what you need to perform the jobEDUCATION:
        • Bachelor's degree preferred or equivalent work experience and knowledge of subject matter.EXPERIENCE:
          • At least five years in a health care setting. Excellent analytical and communication skills required. Experience in supervising and evaluating staff.SKILL REQUIREMENTS:
            • Requires excellent verbal and written communication skills. Requires the ability to work in a complex environment. Must be able to exercise excellent judgment and be effective working autonomously.
            • Strong information management skills including the ability to organize information, identify subtle and/or complex product and service delivery issues that impact customers and the ability to articulate and pursue solutions to problems impacting service.
            • Knowledge of Point32Health products and services, including knowledge of key operations departments, their functions and a familiarity with professional relations, medical management and marketing services is required. Must be knowledgeable of resources available within the organization to resolve both internal and external problems and concerns.
            • Ability to promote a cohesive team environment. Must be able to work cooperatively as a team member. Excellent interpersonal and leadership skills to provide direction to staff and to facilitate development and implementation of key departmental initiatives. -WORKING CONDITIONS AND ADDITIONAL REQUIREMENTS (include special requirements, e.g., lifting, travel):
              • Must be able to work under normal office conditions and work from home as required.
              • Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
              • May be required to work additional hours beyond standard work schedule.
              • Operations Quality Assurance is a fast-paced office environment requiring that multiple demands be handled simultaneously.
              • Must be able to exercise mature, appropriate judgment.
              • Must be able to prioritize workload.
              • Must effectively utilize various sources of communication to impart information to others.
              • Must be able to move PC's and furniture to set-up call monitoring station, if necessary.
              • Must show scheduling flexibility to meet the needs of the department.The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time. -Commitment to Diversity, Equity & InclusionPoint32Health is committed to making diversity, equity, and inclusion part of everything we do-from product design to the workforce driving that innovation. Our DEI strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. -COVID PolicyPlease note: As of January 18, 2022, all employees - including remote employees - must be fully vaccinated. This position will require the successful candidate to show proof of full vaccination against COVID-19. Point32Health is an equal opportunity employer, and will consider reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law. -About the CompanyPoint32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.We enjoy the important work we do every day in service to our members, partners, colleagues and communities.This job has been posted by TalentBoost on behalf of Point32Health. TalentBoost is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of TalentBoost not to discriminate based on race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law.Req ID: R5325

Keywords: TalentBoost (Point32Health), Boston , Supervisor, Operations Quality Assurance Audit, Accounting, Auditing , Newton Highlands, Massachusetts

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