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Quality Assurance Supervisor

4 months ago

Boynton Beach, United States NYU Langone Full time

**Position Summary**:
We have an exciting opportunity to join our team as a Quality Assurance Supervisor.

The Contact Center Quality Assurance Supervisor will coordinate all daily activities of the team involved with the quality assurance program led by the Quality Assurance Manager. He/she will provide operational analyses and reports, and audit current procedures to monitor and improve efficiency of operations. This position will work closely with managers, supervisors and team leads concerning training and other adherence opportunities within their teams.
This position will ensure routine calibration exercises occur and mediate to provide a consistent Quality experience across the CBO as well as to ensure the delivery of clear, accurate and concise feedback relating to team members performance. The supervisor will work closely with the Training team to assure a high quality experience for employees and the department by identifying both training and process improvement opportunities as a part of the revenue cycle team.

**Responsibilities**:

- Manage the team responsible for the quality assurance program. Monitor performance and mentor team members.
- Identify issues and suggest improvements and available tools to Quality Assurance Manager and Functional Assistant Director, Managers and Supervisors to address issues. Escalate issues as needed to Director.
- Interact with vendors as it relates to activities associated with various CBO functions.
- Work with CBO staff at the guidance of management to support and demonstrate proper workflows. Act as a resource to Customer Service, AR, Payment Posting/Credit Balance and Authorization teams.
- Lead review of complaints and escalations to provide thorough deep dive into missed opportunities and remediation. These activities should lead to improved workflows and documentation.
- Collaborate with various CBO departments to look for areas to enhance the revenue cycle and/or patient experience.
- Adhere to general practice and FGP guidelines on compliance issues and patient confidentiality.
- Take initiative to teach and share new information and provide constructive feedback.
- Work with practice operations to implement changes to improve revenue where necessary.
- Ensure timely and accurate collection, preparation, and verification of quality assurance information submitted to leadership.
- Identify performance trends and train staff accordingly to avoid in the future, emphasizing the importance of efficiency and effectiveness. Develop supporting training documentation as needed with CBO trainers.
- Compile statistical data as requested and report data monthly to appropriate parties. Prepare reports and analyses to assist in identification of process deficiencies.
- Directly supervise quality assurance team members, establish priorities, assign work, and follow up to ensure assignments are complete. Ensure all required activities are consistent in completion. Select, orient, and evaluate staff. Provide initial and ongoing guidance. Resolve employee issues and address procedure and performance related issues.
- Train staff and clearly explain proper work procedures/methods and office policy. Review and score billing representative’s follow-up scoring dashboard for the purposes of reporting quality, productivity, and performance needs to management team.
- dentify CBO performance and process issues; proactively notify CBO leadership and present solutions for optimization.
- Respond to manager, team inquiries, questions, and escalation issues.
- Collaborate with the Training team to identify refreshers needed to support performance improvement.
- Participate in multidisciplinary quality and productivity improvement teams as appropriate.
- Perform other duties as assigned.

**Minimum Qualifications**:
To qualify you must have an Associates Degree, or High School Diploma or equivalent experience. In addition, a minimum of 1-3 years of relevant work experience. Ability to handle multiple tasks at once; good communication, interpersonal, and computer skills. Arrive on time for work and meetings. Ability to develop and maintain effective working relationships with staff and management. High level of accuracy for reviewing work performed by staff, preparing and presenting analyses, and in staff education. Maintain current insurance regulatory policies and requirements relevant to the specialty. Knowledge of medical terminology required. Familiar with standard office equipment.