Supervisor, Operations QA

ConnectiveRx • Pittsburgh, PA

5d • $70,000 - $92,200

About The Position

The Operations QA Supervisor reports to the Operations QA Manager and oversees a specified team of Operations QA Associates. The role manages operational performance standards for multiple pharmaceutical manufacturer programs and recommends quality improvement opportunities to cross-functional leaders and trainers. The supervisor supports employee performance and development, helps ensure compliance with company and client procedures, and works with operations and program leadership to improve quality and the experience of customers and patients.

Requirements

• Associate degree or five years of equivalent management or supervisor experience.
• Three to five years in a Quality Assurance role within an Operations environment, or at least one year in a people leadership role.
• Knowledge of SOPs and business rules for multiple medications or brands across ConnectiveRx business lines.
• Understanding of data generation and analysis principles.
• Knowledge of benefit investigations, claim payments, and operations management in call center, claim processing, or benefits investigation areas.
• Proficiency in data analysis using various analytic tools.
• Strong verbal and written communication skills to build relationships across all levels of the organization.
• Strong knowledge of Microsoft Excel, Word, and PowerPoint.
• Ability to perform primarily sedentary work, with occasional lifting up to 20 pounds and occasional exertion of up to 10 pounds of force; the role also requires visual acuity, hearing, speaking, manual dexterity, grasping, repetitive motions, and operation of standard office and computer equipment.

Nice To Haves

• Lean Six Sigma or other process improvement experience.

Responsibilities

• Supervise Operations Quality Assurance Associates and monitor day-to-day operations.
• Manage employee requests, scheduling, payroll and timesheets, and productivity.
• Ensure employees are trained, meet department and individual objectives, and follow company policies and procedures.
• Review employee performance and provide coaching and training, including positive and constructive feedback.
• Support hiring, onboarding, goal setting, performance management, and employee development across clients and programs.
• Motivate and develop teams to deliver a consistent positive internal and external customer experience.
• Conduct regular group meetings with operations and program leaders to communicate agent performance and recommendations.
• Partner with cross-functional departments to implement new programs and processes.
• Research program and client business rules and requirements to manage appeals inquiries from operations leadership.
• Educate and coach front-line BV/Operations agents, CMs, and QA associates as needed.
• Serve as a subject matter expert for multiple clients and programs, meet customer SOPs and business rules, and ensure monthly audit goals are met.
• Present and facilitate QA data to communicate performance trends, process or training gaps, service improvements, and efficiency opportunities.
• Develop and recommend remediation actions or initiatives to improve Operations quality performance.
• Oversee QA materials to support business and customer deliverables and a strong customer and patient experience.
• Perform other duties as assigned.
• Adhere to company policies, procedures, and training related to information security and compliance programs, including SOC1, SOC2, PCI, and HIPAA.
• Maintain compliance with company and client policies concerning business rules and ethics, and applicable laws.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401(k) plan, with employer contributions where applicable.
• Flexible paid time off for exempt employees, including sick days, personal days, and vacations.
• Eight standard company holidays and three floating holidays annually.
• Opportunity for a bonus or commissions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree