Under the general supervision of department leadership, the Quality and Training Supervisor will lead the design and structure of the department’s Quality Assurance (QA) and training program. Responsibilities include: designing, developing, implementing, and managing all quality and training activities for the department. Additionally, the supervisor is responsible for driving the attainment of quality metrics and to achieve superior results. Through demonstrated individual performance, the Quality and Training Supervisor shall promote the highest standards of ethical and professional conduct to lead staff members by example.
Education and Experience
Bachelor’s degree preferred. Education requirement may be waived if
candidate has supervisory and operational experience in a healthcare
environment. Three (3) years prior supervisor experience preferred. Knowledgeable in call/contact center operations including quality review and training experience. Five (5) or more years of healthcare experience working in a healthcare delivery setting. Experience in an HMO, managed care. Knowledge of Medi-Cal, and Medicare programs preferred.
Special Skills, Licenses and Certifications
Highly organized with the ability to balance multiple projects and meet
deadlines. Strong coaching, motivational, and interpersonal skills are required with an emphasis on service and individual involvement.
Highly experienced in mentoring and coaching. Extensive experience writing policies and procedures and training documentation. Prior project management experience with the ability to work independently and develop concepts into business operations. Proficient in computer applications such as Microsoft Word, Excel, PowerPoint, Outlook and Visio. Valid California driver’s license required.
Performance Based Competencies
Excellent written and verbal communication, interpersonal skills and
patience. Ability to establish and maintain effective working relationships
with others. Strong ability to supervise, train, and lead staff. Strong
organizational skills, detail oriented, and sound decision making skills required. Ability to critically review data and implement operational recommendations.
Work Environment And Physical Demands
More than 50% of work time is spent at a computer monitor. Ability to move about the department freely to assist with operational functions as needed. Ability to prioritize workload and initiate action. Ability to function effectively with frequent interruptions and directions from multiple team members. Ability to work with multiple computer applications/programs. Will require occasional travel for training facilitation.
This may be a full-time remote position in California only.
All HealthPlan employees are expected to:
IMPORTANT DISCLAIMER NOTICE
The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive or definitive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.