Job Description
The Quality Assurance Monitoring Director will be responsible for executing the quality, compliance strategies and end user satisfaction across the Patient Support Center. This role owns the monitoring and measuring of quality for employees supporting multiple business locations (Scottsdale, Louisville, Columbus, WFH remote).
This role will interface with internal and external customers and function to develop and oversee a quality mindset throughout the organization. The Director must work with cross functional teams, enforce regulatory and compliance policies and procedures while focusing on enhanced empathetic customer experience. This role must utilize a consultative approach to share best practices with peers across the organization with the goal to enhance business operations and the quality experience both internally and externally.
The role must identify, plan, and implement new / emerging technology driven solutions to revitalize and include industry best practices to our quality assurance monitoring processes, contribute to cost avoidance measures and enhance customer sentiment.
Key Responsibilities: - Develop and implement a technology-enabled quality monitoring framework for the Patient Support Center.
- Utilize AI-driven monitoring solutions where appropriate and continuously improve the existing non-AI-driven case monitoring process.
- Drive the introduction and establishment of a sustainable, long-term approach to quality monitoring that ensures best-in-class certifications are achieved and maintained.
- Accountable for driving the growth, development, and effective communication to both direct and indirect team members, ensuring a clear understanding and execution of the overall strategic initiatives and ongoing quality assurance monitoring strategy, including QA automation and caller sentiment analysis.
- Accountable for the creation and execution of QA Shared Commitments Plan (Quality Plan), Quality Assurance Monitoring, department EOS Action Planning, labor allocations and workload oversight, timely submission, and reconciliation of all department awarded budget/concur expenses and owner of all other duties assigned in the Leadership RACI.
- Demonstrate a proactive approach to continual improvement by leading with a quality mindset.
- Own the partnership with internal stakeholder such as but not limited to the Agent Training Team, Analytics Team, Operations Team and Quality Management Team to analyze trends and identify areas for improvement from our PSC quality assurance monitoring data.
- Accountable to set, maintain, and measure goals for the entire Quality Assurance Monitoring and Potential Adverse Events department.
- Foster a culture of continuous improvement by overseeing the alignment of goals with the overall department strategy and ensuring progress is consistently measured.
- At all times exhibit and exercise i2CARE & iLead Competencies.
Minimum Job Qualifications (Knowledge, Skills, & Abilities): Education/Training: 4-year bachelor's degree in business, or related field or equivalent. Equivalent typically requires 10+ years' experience in management, quality assurance monitoring, or relevant work experience.
Business Experience: 5+ years of quality assurance leadership experience in a large (250+ agents) contact center operation (required)
2+ years leveraging AI or technology driven quality assurance monitoring process (required)
Specialized Knowledge/Skills: - Demonstrated experience leveraging cutting-edge technologies such as AI and automation to optimize and enhance quality assurance monitoring process (required)
- Proven track record of cultivating strategic partnerships with training organizations to enhance the overall quality of training programs (required)
- Experience in process mapping and continuous quality improvement, actioning against quantitative and qualitative analysis (required)
- Proficient at meeting deadlines in a fast-paced work environment.
- Demonstrated strong project management skills, including the ability to prioritize tasks, meet deadlines, and effectively handle multiple projects concurrently.
- Proven experience leading technology-related implementation projects.
- Extensive background in the healthcare industry, specializing in specialty pharmaceuticals, payer policy, prior authorization, and/or coverage. - Proficient in working with JIRA and other quality management systems.
- Adaptable to changing environments, with the ability to effectively manage multiple priorities.
- Excellent oral and written communication skills, with the ability to communicate effectively at all levels of the organization.
- Skilled at networking with and influencing peers and senior leaders within the organization.
- Advanced leadership abilities.
- Exceptional facilitation, delegation, and collaboration skills.
Working Conditions: Office and/or Work from Home
- Columbus only for external candidates
- All CMM hub locations for internal candidates
Physical Requirements: Possible long periods of sitting and/or keyboard work. General office demands
Ability to travel up to 25% to meetings, conferences, etc.
At CoverMyMeds, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That's why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at CoverMyMeds, please click here.
As part of Total Rewards, we are proud to offer a competitive compensation package at CoverMyMeds. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.
Our Base Pay Range for this position $126,800 - $211,300
CoverMyMeds is an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status.
Job Tags
Work experience placement, Remote job,