Supervisor, Operations QA

ConnectiveRx•Pittsburgh, PA

3d•$70,000 - $92,200

About The Position

The Operations QA Supervisor reports to the Operations QA Manager and oversees a team of Operations QA Associates. The role manages operational performance standards across multiple pharmaceutical manufacturer programs and recommends quality improvements to cross-functional leaders and trainers. The supervisor helps ensure employees are trained, meet individual and departmental objectives, and follow company policies and procedures. The role also supports hiring, onboarding, coaching, performance management, and employee development, while working with operations and program leaders to improve service quality and the customer and patient experience. The supervisor serves as a subject matter expert for multiple clients and programs, helping ensure compliance with customer SOPs and business rules and achievement of monthly audit goals. The role researches appeals inquiries, presents quality data and performance trends, identifies process or training gaps, and recommends remediation and efficiency improvements. The position requires adherence to company and client policies, information security and compliance requirements, and applicable laws and regulations. Travel to other ConnectiveRx offices may be required, up to 10%.

Requirements

Associate degree or five years of equivalent management or supervisory experience.
Three to five years of experience 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.
Solid understanding of data generation and analysis principles.
Knowledge of benefit investigations, claim payments, operations management in a 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 comply with applicable information security and compliance requirements, including SOC1, SOC2, PCI, and HIPAA.
Ability to comply with company and client policies regarding business rules and ethics, and applicable local, state, and federal laws.
Able to perform primarily sedentary work, with occasional lifting up to 20 pounds and exerting up to 10 pounds of force occasionally.
Able to see, hear, talk, and perform tasks requiring visual acuity, manual dexterity, grasping, and repetitive motions.
Able to operate 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, training and onboarding, goal setting, performance management, and employee development across clients and programs.
Motivate and develop teams to support a consistent positive internal and external customer experience.
Conduct 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, ensuring customer SOPs and business rules are followed and monthly audit goals are met.
Present and facilitate quality assurance 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 customer deliverables and a strong customer and patient experience.
Adhere to company policies, procedures, information security and compliance requirements, client policies, and applicable laws and regulations.
Travel to other ConnectiveRx offices as needed, up to 10%.
Perform other duties as assigned.

Benefits

Opportunities for a bonus or commissions.
Medical insurance.
Dental insurance.
Vision insurance.
Life insurance.
Disability insurance.
401(k) plan, with employer contributions where applicable.
Flexible paid time off for exempt employees, covering sick days, personal days, and vacations.
Eight standard company holidays annually.
Three floating holidays annually.