Manager Customer Service Quality - Geisinger Health Plan

Geisinger

1d • Remote

About The Position

Accountable for the development and implementation of quality strategies, plans, and processes to support organizational goals. Accountable for development of and ongoing compliance with NAIC (National Association of Insurance Commissioners) Model Audit Rule (MAR) requirements as they relate to all Customer Service Operational functions. Assesses quality needs as well as design, develop, deliver and maintain quality programs for onsite and remote employees. Provides direct supervision, oversight and development of staff.

Requirements

• High School Diploma or Equivalent (GED)- (Required)
• Minimum of 9 years-Relevant experience (Required)
• Minimum of 5 years-Managerial/Supervisory (Required)
• Builds Relationships
• Computer Literacy
• Manages Conflict And Crisis
• Manages Projects And Functions

Responsibilities

• Develops and coordinates the execution of all Model Audit Rule requirements.
• Develops internal control procedures, and compliance reporting plans.
• Evaluates reports and findings with management and staff of all affected departments.
• Coordinates remediation efforts.
• Conducts quality needs analyses and consults key stakeholders to identify additional training needs.
• Determines key learning objectives which effectively describe outcomes of training and aid in the evaluation and measurement process.
• Identifies quality resources and innovative approaches that can be used to accomplish learning objectives.
• Coordinates external regulatory and vendor audits.
• Coordinates sample pulls, auditing of samples and acts as liaison when entities are conducting an on-site or off-site audit.
• Creates and utilizes quality evaluation tools that measure the effectiveness of training and the work being done on the floor.
• Evaluates quality programs and courses in an effort to identify how individual development needs are being met, and make recommendations for ongoing requirements of training and quality programs.
• Designs, develops, and delivers programs and materials relating to new hire on-boarding, product, system, soft skill, and organizational development.
• Selects, develops, motivates, trains and retains a competent staff to ensure appropriate staffing resources; perform annual staff performance reviews.
• Coordinates all quality activity; maintains quality audit schedule, resources and materials.
• Partners with internal department and vendors to stay abreast of new technologies, products, and trends to keep audits applicable and current.
• Accountable for satisfying all job specific obligations and complying with all organization policies and procedures.

Benefits

• We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.
• Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.
• We know that a diverse workforce with unique experiences and backgrounds makes our team stronger.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees