Overview
The Operations QA Supervisor reports to the Operations QA Manager and will be responsible for providing oversight to a set of specified employees, Operation QA Associates within the department. This position manages operational performance standards for multiple programs with pharmaceutical manufactures while providing recommendations on quality improvement opportunities to cross-functional leaders/trainers.
Responsibilities
- Supervise a team of Operations Quality Assurance Associates through monitoring day-to-day operations. Manage and address employee requests, scheduling, payroll/timesheets, and productivity. Ensure employees are well trained, delivering on department and individual objectives, and following company policies and procedures. Review and assess Operations Quality Assurance Associates job performance and provide appropriate coaching and training to address positive and constructive feedback. Deliver and support activities of hiring, training/onboarding, goal setting, performance management, and employee development across multiple clients and programs. Motivate and develop teams to drive consistent positive internal and external customer experience.
- Conduct and facilitate regular group meetings with operations and program leaders to communicate agent performance and recommendations, partner with cross-functional departments to assist with implementation of new programs and processes. Manage appeals process inquiries from operation leadership through research of program/client business rules/requirements. Provide education and coaching to front-line BV/Operation agents, CMs, and QA associates, as necessary. Act as a SME for multiple clients/programs to meet customer SOPs/business rules and ensure monthly audit goals are met.
- Present/facilitate Quality Assurance data to communicate performance trends, process or training gaps, service improvements and efficiency opportunities. Provide/ develop recommended remediation actions or initiatives to drive improvements in Operations quality performance levels.
- QA materials for ensuring the success of business/customer deliverables to drive strong customer and patient experience.
Qualifications
- Associate Degree or equivalent management/supervisor experience
- 3 years in a Quality Assurance role within Operations environment or minimum of 1 year in a people leadership role.
- Knowledge of SOPs/business rules of multiple medication/ brands across CRx business lines. Solid understanding of data generation and analysis principles. Knowledge of benefit investigations, claim payments, operations management in call center, claim processing, or benefits investigation areas. Lean Six Sigma or other process improvement experience preferred.
- Requires solid proficiency in data analysis using various analytic tools. Strong verbal and written communication skills to enable relationships across all levels of the organization. Moderate to advanced knowledge of Microsoft products including Excel, Word, and PowerPoint.
- This position requires an individual with solid team leadership and employee engagement background as this supervisor must build and support a culture of empathy and customer service involving patients/provider offices and insurance carriers. Customer centric and collaboration are core values necessary for this position along with modeling strong positive relationships with cross-functional teams within the organization.
