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Manager, Quality & Performance

Company: Summit CityMD
Location: Hempstead
Posted on: July 29, 2022

Job Description:

Job DescriptionPosition Summary:The Customer Care Center Operations Quality Assurance Manager, under the direction of the Vice President of Access Center, is responsible for monitoring and providing feedback to frontline staff and contacted staff on the quality of customer interactions and contacts. This position will support supervisors and Director in CCC operations in recording, evaluating, and providing ongoing feedback on customer service and technical components for staff. This position will be responsible for providing continuous improvement in the quality assurance process along with the training process for staff. The position will support operations to focus on modeling and training exceptional customer service to ensure goals and quality standards are met. The CCC Operations Quality Assurance Specialist will also be responsible for providing a consistent monitoring approach throughout the SH organization and contracted organizations along with publishing quality scores to management consistently.Responsibilities:Perform quality assurance functions to accomplish business coordination, monitoring, and reporting of quality assurance studies.Monitor and evaluate staff handling customer contacts and provide the report and summary to management.Develop and implement auditing system for new employees and anyone that is in the process of receiving additional training.Establish incentive and motivation techniques for supervisors to utilize when handling quality assurance.Identify consistent recommendations for supervisors to follow when proper quality standards are not met.Publish organizational quality scores consistently.Work with operational leadership, training personnel, and reporting personnel to plan, develop, implement and evaluate quality assessment needs.Write quality assurance policies and procedures.Reviews, tracks and communicates information regarding process variations and communicates to management.Maintains current and accurate records of all relevant communications, audits, corrective action plans, and effectiveness monitoring.Provide recommendations for process and workflow improvements on an ongoing basis.Perform functional assessments and time studies.Participates in meetings/work groups to ensure communication and knowledge of operational activities and assist with initial training on functions/workflow changes.Anticipate and communicate future training needs. Work with managers, training department, and reporting department to plan, develop, implement and evaluate quality assessment needs.Perform other duties as assigned.Qualifications:Required: Bachelor's degree in a related field; OR an associate's degree and 1-3 years' experience in business or health care related field; OR a high school diploma, one (1) year additional schooling or training, with 3-5 years' experience in business or health care related field.Outstanding customer service skills.Excellent organizational, interpersonal, and internal and external public relations skills.Experience and success in problem/issue identification, documentation, tracking and resolution.Proficient PC skills including ability to compile spreadsheets for data collection. Familiarity and experience with Microsoft Office Suite applications (Excel, Word, Power Point, Access, MS Project) or comparable products.Exceptional verbal and written communication skills.Must be detail oriented with a high level of technical expertise.Preferred:Prior experience using clinical registration/scheduling and documentation software.Prior experience in a healthcare setting.Training in Total Quality Management or Quality Improvement and experience in process design/redesign.Prior managerial or leadership experience.Position descriptions are not intended to be and should not be construed to be a complete list of all the duties and responsibilities performed by incumbents. Duties, responsibilities and expectations may be added, deleted or modified at any time at the discretion of the Vice President..Benefits*A friendly and fast-paced environment working with passionate peopleOutstanding growth opportunitiesTime OffMedical, Dental and Vision InsuranceShort/Long Term Disability, HSA, and Life Insurance401K plan with company matching contributionCash Bonus ProgramsRecognition and rewards programs to recognize successful teamsOther Perks & DiscountsCommuter and parking discount program to help you save (using pretax dollars)*Full Time Benefit Eligible Employees Only Equal Opportunity EmployerOur Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.Safety DisclaimerOur Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.

Keywords: Summit CityMD, Hempstead , Manager, Quality & Performance, Executive , Hempstead, New York

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