Manager Quality Assurance -Access Center
About The Position
Working within the Hartford HealthCare Medical Group team and across the broader Hartford Healthcare organization, and reporting to the Director, Access Center Quality and Training, this individual will collaborate cross-functionally with the broader Access Workgroup teams, as well as groups and stakeholders from specialty practices across the organization to centralize and standardize all inquiries related to quality initiatives. The Access Center Manager of Quality will oversee the management, development, operations, continuous improvement, communication, and consistency for the quality program. This person will manage the Quality Program, maintaining the Quality methodology, monitoring and evaluating evaluation criteria, administrating the quality recording system, overseeing calibration exercises, maintaining a Quality Definitions Document, and working closely with Access Center Quality Assurance Specialists, supervisors and coaches. They will play a lead, visible, and hands-on role maintaining the Quality Assurance program. This position will support process analysis related to the interactions and transactions handled in the AC through call recording and dashboard analytics.
Requirements
- Bachelor’s Degree in Business or Healthcare related field preferred; or equivalent years of experience as detailed above.
- Minimum 5 years of management experience in the contact center industry specific to managing quality programs in an inbound/outbound call center environment. Knowledge of healthcare coding and professional billing, coding, and documentation practices in outpatient settings.
Responsibilities
- oversee the management, development, operations, continuous improvement, communication, and consistency for the quality program
- manage the Quality Program, maintaining the Quality methodology, monitoring and evaluating evaluation criteria, administrating the quality recording system, overseeing calibration exercises, maintaining a Quality Definitions Document, and working closely with Access Center Quality Assurance Specialists, supervisors and coaches
- play a lead, visible, and hands-on role maintaining the Quality Assurance program
- support process analysis related to the interactions and transactions handled in the AC through call recording and dashboard analytics
Benefits
- Supportive environment to promote professional and interpersonal development and growth
- Tuition Reimbursement up to $5,250.00 after six months of employment and up to 40%25 tuition discounts with partnering institutions for colleague AND dependents
- Medical, dental and vision coverage options
- Generous PTO to promote work/life balance
- Employee assistance and wellness programs including a strong focus on promoting mental health
- Discounts on services, products and optional coverages – movie tickets, pet insurance, travel and more!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
