Quality Assurance Manager

3 days ago

Aurora, Colorado, United States UNITE HERE HEALTH Full time
Job Title: Quality Assurance Manager

UNITE HERE HEALTH is a leading provider of health and wellness services to the hospitality and gaming industry. We are seeking a highly skilled Quality Assurance Manager to join our team.

Job Summary:

The Quality Assurance Manager will be responsible for leading the Training and Quality team, which supports the Contribution & Enrollment department, the Fund Operations team, and other strategic partners. The team is responsible for developing departmental policy, procedures, and departmental training initiatives, developing and driving process improvement, and managing the Collections process and overseeing various back office and administrative support functions.

Key Responsibilities:
  • Provide day-to-day and strategic leadership to the Training and Quality support teams
  • Oversee the development of the department's new hire training program, ensuring all identified processes are updated, formatted for optimal learning, and maintained in an organized learning management system (LMS)
  • Develop, update, and oversee a dynamic C&E Account Representative Quality Assurance program that is both stand-alone and integrated into existing C&E Operations procedures
  • Act as point of contact on all projects that require assigned PMO resources
  • Serve as point of contact to and develop deep relationships with IT, Development, and the Tech Team to ensure internal priorities are being progressed
  • Manage Vitech improvements; partner with internal teams to ensure Vitech is updated and communicate upgrades and changes, as they occur
  • Serves in an advisory capacity related to policy and procedures around the contribution accounting, eligibility, and enrollment functions
  • Solves problems creatively with a depth of analytical skills
  • Provides ongoing support to maintain an efficient and effective operating system and processes that support those systems to ensure all contributing employers receive the highest level of service
  • Own the Collections team deliverable for the C & E department; own the monthly meeting cadence, regularly provide Collection-related updates to the stakeholder team, and ensure current Collections items are being progressed
  • Oversee the Collections Specialist to ensure proper goals are being set and measured and ensure strategic alignment to open Collections items
  • Work with department leadership to identify other areas of improvement related to Collections-specific processes
  • Provide day-to-day and strategic leadership to the training and quality support team, Collections Specialist, and the C&E Associate
  • Provide regular metrics and reporting for all functions including training, quality, Collections and back-office functions
  • Ensure all daily, weekly, and monthly goals are met
  • Participates as a team member of cross-functional and matrixed teams
  • Ensures timely processing of customer service inquiries from other departments and offices
  • Communicates as appropriate with local unions, employers, members, departmental staff and fund management and staff
  • Collaborates with other leaders to ensure consistency across all teams and identifies ways to be better and more efficient
Requirements:
  • 5 ~ 7 years of direct experience minimum
  • 3 ~ 5 years of progressive team management experience required
  • Bachelor's degree in healthcare administration, business administration, accounting or related field or equivalent work experience required
  • 10% ~ 15% travel
Preferred Skills:
  • Working knowledge of medical insurance/terminology, accounting/finance and enrollment and eligibility
  • Certification in business process improvement (Six Sigma, Lean, TQM)
  • Contract interpretation
Salary and Benefits:

Salary $91,100 - $113,900. Actual base salary may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

We offer a comprehensive benefits package, including medical, dental, vision, paid time-off, paid holidays, 401(k), pension, short- and long-term disability, life, AD&D, flexible spending accounts (healthcare & dependent care), commuter transit, tuition assistance, and employee assistance program (EAP).

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