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Quality and Training Program Manager
4 weeks ago
We are seeking a highly skilled Quality and Training Supervisor to lead our department's Quality Assurance (QA) and training program. The successful candidate will be responsible for designing, developing, implementing, and managing all quality and training activities for the department.
Key Responsibilities- Develop and implement long-term objectives for quality review and staff training.
- Train and supervise staff involved in training facilitation.
- Work with department supervisors to ensure staff are provided with training and support related to procedures and expectations.
- Analyze reports and data from department applications for quality assurance and trends.
- Collaborate with department management and supervisors to develop, implement, track, and provide feedback on quality standards.
- Identify opportunities for process improvement and make recommendations for policy changes to enhance service opportunities.
- Assist in the development and implementation of operational practices and interface with internal departments to ensure exceptional customer service.
- Work with department management to achieve departmental goals and regulatory expectations.
- Bachelor's degree preferred, or equivalent experience in a healthcare environment.
- Three years of prior supervisor experience, preferably in a healthcare setting.
- Knowledge of call/contact center operations, quality review, and training experience.
- Five or more years of healthcare experience working in a healthcare delivery setting.
- Experience in an HMO, managed care, and knowledge of Medi-Cal and Medicare programs preferred.
- Excellent written and verbal communication, interpersonal skills, and patience.
- Ability to establish and maintain effective working relationships with others.
- Strong ability to supervise, train, and lead staff.
- Strong organizational skills, detail-oriented, and sound decision-making skills required.
- Ability to critically review data and implement operational recommendations.
More than 50% of work time is spent at a computer monitor. Ability to move about the department freely to assist with operational functions as needed. Ability to prioritize workload and initiate action. Ability to function effectively with frequent interruptions and directions from multiple team members. Ability to work with multiple computer applications/programs. Will require occasional travel for training facilitation.
All HealthPlan employees are expected to:
- Provide the highest possible level of service to clients.
- Promote teamwork and cooperative effort among employees.
- Maintain safe practices.
- Abide by the HealthPlan's policies and procedures, as they may from time to time be updated.
