Director of Quality Assurance

5 days ago

Jersey City, New Jersey, United States Summit Health Inc Full time
About Our Company

We're a physician-led, patient-centric network dedicated to simplifying healthcare and delivering connected care. Our multispecialty and urgent care providers serve millions of patients across traditional practices, patients' homes, and virtually through our operating companies. When you join our team, you become part of a compassionate community of professionals working together to make healthcare better for all.

Job Description

The Access Center Quality Assurance Director, under the direction of the Vice President of Access Center, is responsible for monitoring and providing feedback to frontline staff and contracted staff on the quality of customer interactions and contacts. This position will support supervisors and Directors in Contact Center 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 performance improvement for staff.

Key Responsibilities:
  1. Oversee quality and monitoring programs across various specialties for the Access centers, including Aftercare, NJ Access Center, NY North Region, and NY South Region.
  2. Address and respond to issues, bring key stakeholders together to assess root causes and learning gaps, implement and/or support appropriate interventions.
  3. Support business stakeholders by establishing quality standards and productivity goals for individual business units.
  4. Identify and validate content to be used in learning materials based on input from Business Unit team members and subject matter experts, and with review and approval from operational business partners.
  5. Provide support to individual management teams by identifying opportunities for achieving high levels of positive patient experience and leading the process and quality efforts to achieve them.
  6. Implement and maintain all quality and other metric improvement projects and programs, including the quality/call monitoring process, pilots, and design of experiments.
  7. Implement an Interaction analytics tool across all business units identified by senior leadership.
  8. Support learning management system and learning technology administration, including enrollment, utilization, reporting, and communications.
  9. Assist with ad-hoc learning and development projects, training, and facilitating as required.
  10. Lead, coach, and develop a team of Quality Assurance professionals to ensure growth and productivity.
  11. Manage, monitor, and evaluate the performance of Quality managers/Analysts on an ongoing basis in accordance with applicable performance standards.
  12. Foster a culture of morale and engagement among the Quality team to ensure employment satisfaction.
Qualifications:
  • 10+ years of Contact center experience managing quality assurance teams.
  • 3+ years of experience handling an Interaction analytics tool and establishing monitoring standards across the organization.
  • 3+ years of experience developing and implementing successful, enterprise-wide organizational Quality Monitoring Programs, preferably in a healthcare, biotech, or pharma environment.
  • 5+ years of management experience, preferably in a contact center environment.
  • Bachelor's degree in organizational development, business, education, or related field preferred.

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