Quality Assurance Supervisor - Coaching and Training

BlueCross BlueShield of South Carolina•Columbia, SC

2d•Hybrid

About The Position

Location: This hybrid position is full-time (40-hours/week) Monday-Friday in a typical office environment. You will work an 8-hour shift scheduled during our normal business hours of 8:00AM-5:00PM, with occasional Saturday training. This role is located at 4101 Percival Road, Columbia, SC 29229. What You’ll Do: Supervises staff in conducting timely quality control audits for one or more of the following functions; claims, customer service inquiries, membership, coordination of benefits, refunds, billing, etc. May also supervise staff in completing special projects including system changes. Mediates and negotiates staff conflicts, makes hiring, disciplinary and performance decisions and sets department goals or standards. Determines training priorities and coordinates internal training activities as needed. Identifies and recommends procedural enhancements to improve quality and minimize financial loss to the corporation. Prepares and reviews reports and analyses providing interpretation of production and quality standards. Maintains and updates desk procedures to ensure quality and minimize processing errors.

Requirements

Bachelor's degree. Degree Equivalency: 4-years job related work experience OR Associate's and 2-years job related work experience
3-years of experience performing quality audits, including 1-year of related claims processing, customer service, auditing, training, analysis or operations experience.
Conducts audits
Prepares summary reports
Demonstrates strong proficiency in math
Maintains quality improvement process
Writes reports of audit findings

Nice To Haves

Experience supporting or coaching teams in a customer service or call center environment
Data reporting knowledge
Ability to create or enhance training materials, job aids, or desk materials
A collaborate mindset and an interest in improving quality and service outcomes

Responsibilities

Supervises staff in conducting timely quality control audits for one or more of the following functions; claims, customer service inquiries, membership, coordination of benefits, refunds, billing, etc.
May also supervise staff in completing special projects including system changes.
Mediates and negotiates staff conflicts, makes hiring, disciplinary and performance decisions and sets department goals or standards.
Determines training priorities and coordinates internal training activities as needed.
Identifies and recommends procedural enhancements to improve quality and minimize financial loss to the corporation.
Prepares and reviews reports and analyses providing interpretation of production and quality standards.
Maintains and updates desk procedures to ensure quality and minimize processing errors.