Quality Manager

Job Description

Dear Candidate,Greetings of the day!We are Hiring for Quality ManagerOVERVIEW:HCL BSERV Healthcare is looking for the above position for its client, a large US based DME Company. The client is a multi- billion dollar company providing healthcare products and services, including oxygen and respiratory equipment.JOB SUMMARYThis position is responsible for day-to-day management of the staff in support of (HCL Clients) healthcare business operations overseeing all Quality related activities. The position is also responsible for definition and application of business rules, work queue assignment & monitoring, transaction monitoring & quality audits being carried out by QAs. In addition, this position is responsible for identifying, recommending and implementing process & system solutions with a focus on a great customer experience and a cost-effective, high-performing operationESSENTIAL DUTIES AND RESPONSIBILITIESManage day-to-day Quality operations and directs the team responsible for Quality control activitiesManage and meet performance targets for Accuracy, Client SLA, quality scores, value adds and customer satisfactionManage a group of Team Leads & Quality Analysts responsible for management of QA Team.Coordinate with internal functions such as Operations, WPC, Training, Admin, HREnsure quality and efficiency measures are met within the team and in accordance with service level agreementsProvide coaching and feedback to direct report positions to ensure satisfactory performance levelsUse business tools and advanced Healthcare RCM knowledge to identify problem areas and document business requirementsIdentify and recommend operational and technological tools to improve accuracy & efficiencyWork with operations and information technology personnel to resolve issues and improve Quality deliverables.Establish and maintain effective work proceduresReview, assess and identify coaching & training needs to provide staff with necessary skills and knowledgeUnderstand, communicate and implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customers experiences in both a regulated and a competitive market.Plan and monitor operations initiatives to improve the efficiency and effectiveness of tracks / sub-processesReview and ensure processes are in compliance with internal policies and external regulations.Respond to escalated issues regarding performance and quality.Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on Quality related matters.Interface and coordinate with various stakeholdersResponsible for meeting the Quality SLAs, applicable bonus targets.EDUCATION/EXPERIENCEThe minimum education requirements are:Bachelors degree in any stream (may substitute two years of relevant experience per one year of required education)Six sigma certification or Quality skill set certifications.The minimum experience requirements are:Eight to Twelve years of relevant work experience-: Healthcare RCM experience will be preferred.Five years of experience supervising professional workgroupsExperience in managing customer/supplier relationshipsSKILLS AND COMPETENCIESExceptional leadership skills, including the ability to manage through a shared vision and path to successAbility to create, communicate and manage SLA metrics that support operational targetsExcellent problem solving skills and ability to use good judgment to make decisionsPossess exceptional people management skills enabling effective interaction with internal, external customers, employees, peers, and managementStrong analytical skills and desire to research problems to seek resolutionExceptional verbal and written communication skillsExceptional customer service abilities to handle difficult customersProficiency in Microsoft Office suiteWork effectively in a team environmentStrong time management and organizational skillsPHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONSOperating in a fast-paced professional office environmentMay require domestic and overseas travelPosition may include an alternating weekend day as part of the regular weekly scheduleUse of a PC, computer terminal and/or telephone over 4 hours a dayRegards,HR Team

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