Healthcare Call Center Quality and Training Manager
- 5959 Corporate Dr, Houston, TX 77036, USA
HealthHelp - A WNS Company (www.HealthHelp.com), is the leader in the field of healthcare utilization & care management. We have gained this position by actively working to change out-of-date practices with a collaborative, non-denial based approach. Our methodology helps payors achieve a higher return on investment, gives providers education programs that better inform physicians, and ensures quality and safety for the patients needing treatment.
HealthHelp’s innovative approach and strong IT capability in specialty benefits management means that staff will move healthcare forward when provided with evidence-based solutions and second opinions. HealthHelp's staff is comprised of healthcare professionals who make a difference every day. HealthHelp has a desire to fill their company with talented and innovative people who want a career path filled with success and personal growth.
Our specialty benefits management services are broad and include, Cardiology, Oncology, Radiology, Radiation Therapy, Sleep Care, and Musculoskeletal Care. HealthHelp has two locations in Houston, one a corporate office and the second a state-of-the art contact center. HealthHelp is also proud to have another such contact center in Albany, New York.
WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 44,000+ Professionals serve across 60 delivery centers in 16 countries worldwide.
This position supports the HealthHelp organization by ensuring customer satisfaction through the monitoring, evaluation and auditing. Along with measuring performance, this position also provides feedback for performance improvement, identifies training needs, trends quality information, knowledge management opportunities and group training requirements and correlates internal quality measures to customer satisfaction levels. Responsible for developing and administering training programs and curriculum for employees, presents in-person training sessions and monitors training for effectiveness. The Quality and Training Manager has direct oversight of the transaction monitoring process. The Quality and Training Manager oversees a team of specialists who evaluate transactions (data and voice) and identify variations between process and application. Responsible and not limited to; Training and QA functions for all Ops departments (i.e. Ops Tier I, Provider Outreach, and Program Support). This role will regularly generate reports, analyze outcomes, and identify trends and areas of opportunity. This individual will work collaboratively with all levels of the organization to maintain the integrity of the quality assurance forms and processes, identify/report business opportunities for improvement and the execution of solutions that achieve business goals. This position will also serves as a system administrator for eventual implementation of QA software tools.
Lead planning activities for Quality and Training
Identify & implement the most effective methods to measure quality among various levels and roles throughout the contact centers, i.e., call monitoring, dashboard reporting, and performance trending
Develop and deploy quality monitoring guidelines, standard operating procedures and quality forms
Design, develop, and deploy quality assurance reporting capabilities providing actionable insights enabling both employee and business process improvements and performance insight
Evaluate and schedule regular review of policy and process changes impacting training documentation and quality monitoring practices to ensure alignment with operational practices
Lead a team of quality assurance specialists that perform quality assurance checks. This includes hiring, skill development, and managing performance
Lead, direct and coordinate the daily operation and associated activities of the Quality and Training Team. Forecasts and distributes team workload to insure evaluation requirements are met. Effectively provide supervision, motivation, coaching, training and counseling to the team.
Evaluate and assign work to staff and monitor performance and productivity daily with a focus on improving the work processes through greater efficiencies and effectiveness. Provides performance related feedback and coaching to QA and Training Team. Identifies developmental opportunities and coaches to enhance expertise and abilities.
Accountable for current industry trends by attending regular meetings, conferences, and seminars
Maintains understanding of new educational and training techniques and methods Modifies or creates course materials and training manuals to meet specific training needs
Responsible for training programs that include web-based seminars, printed manuals, group sessions, training videos, and more
Overseeing the completion of non-clinical URAC audits process across multiple sites
Must be open to travel (US and International)
Work with Ops leadership to define information necessary for internal QA Reporting Specialist staff to conduct required reports (i.e. evaluate, suggest and develop training plans to address behavioral patterns, training gaps, etc.)
Maintain a thorough understanding of company process and policy requirements, new clients.
Lead and support additional special projects, reporting and initiatives of the Training/QA team as necessary to achieve departmental objectives; includes the monitoring, evaluation and scoring of inbound and outbound calls according to HealthHelp defined internal standards
Assist Ops in managing Customer/Client complaints Purpose is to de-escalate situations and try to save the customer experience. Daily supervision, coaching, motivation and coordination of a QA and Training personnel to assure reporting requirements and performance metrics are met (multiple sites- East Greenbush CC and West Houston CC).
Monitor levels of cross training across both contact centers to ensure small payer training levels at 30% or higher for Ops staff.
Collaborate with local Trainers and QA to identify/develop/conduct refresher-training conducive to achieving training and workload objectives.
Maintain training materials to ensure information always updated and relevant.
Bachelor's degree or equivalent combination of education and experience
5-7 years of directly related experience in a quality role
3-5 years demonstrated experience in a supervisory or management role
Demonstrated success establishing, leading and maintaining effective working relationships
Experience managing quality assurance function supporting traditional call center or support operations
Ability to coach and develop associates
Excellent leadership, motivational, interpersonal and customer service skills
Detail oriented with excellent follow up, creativity, organizational, written and oral skills
Analytical, continuous improvement orientation
Strong interpersonal skills including the ability to provide constructive feedback & coaching in a manner that results in improved performance
Attention to detail and accuracy in work flow; strong project management skills are required.
Strong customer service, organizational & analytical skills
Ability to manage time effectively and meet deadlines and requirements accordingly
Demonstrated objectivity, professionalism, flexibility & maturity
Ability to perform in a fast pace environment with minimal direct supervision
PC and software skills- functional knowledge of excel, access and word required.
Experience with Quality Management software is a plus.
Ability to manage and measure workloads and motivate others
Ability to develop, coach and mentor others
Effective verbal and written communication skills
Strong analytical skills with expertise in analysis of quality performance metrics for call center/ support center operations
Strong knowledge of report development, production and interpretation
Experience with quality management tools, such as call monitoring software, and customer experience analytics
Strong communication (verbal, written, presentation) skills. Provides others with reliable information and delivers informative and persuasive presentations. Uses good listening skills and negotiates effectively.
Ability to make decisions using limited or incomplete data
Project management experience and/or certification preferred. Successful track record designing, developing, and executing complex projects in area of functional expertise
Ability to establish and maintain effective working relationships at the management level across functional groups and business units. Adeptness to influence the thinking of, or gain acceptance from, others in sensitive situations, using influence and preventing damage to the relationships
Strong capacity to communicate the function’s vision and the department’s direction and set aligned goals. Provides resources and creates systems to measure results.
Actively recruits, retains and develops talent and holds employees accountable for results. Leads change, manages conflict and fosters collaboration
Collaboratively engages with leaders to create, identify, and implement solutions to further effectiveness of the business
Ability to travel intermittently
This position will either be located in Albany, NY or Houston, TX.