Job Description
Overview:
The Case Management Quality Control Supervisor is responsible for the day to day supervision and coaching of the Quality Control Analysts. It is critical that the QC Supervisor builds and maintains effective relationships and develops a deep understanding of the business objectives and needs. This position requires the ability to work in a constructive, impartial and collaborative manner by establishing positive work relationships, partnering with the Janssen Leadership Team, Training, and Client base.
Responsibilities:
- Responsible for the success of the day to day operation of their QC team and the ability to generate ideas for operating efficiencies.
- Coach and develop employees by focusing on skills and individual performance.
- Ensures operational tasks are completed by developing schedules, assigning and monitoring work, gathering resources and implementing productivity and ensuring performance goals are being achieved.
- Maintains a thorough understanding of company Standard Operating Procedures (SOPs), process and policy requirements.
- Analyzes potential call trends through call monitoring data and works with the internal departments to develop solutions to improve the patient experience.
- Participates and/or facilitates internal and external calibrations to identify client’s needs and expectations.
- Partners with Quality Manager, Training, and Contact Center Operations to analyze and develop improvement opportunities/tools to enhance customer satisfaction and internal quality results.
- Partners with the Quality Control TL to ensure all team members are calibrated, and to implement process improvements.
- Communicates clear instructions to team members, assesses performance, provides structured and timely recommendations.
- Responsible for partnering with the Quality Manager and Program Manager to establish the standards for Quality monitoring; creating, defining and implementing areas of opportunity for continual refresher training throughout the contact center; developing a module for new hire trainees on call quality and overcoming objections.
- Responsible for employee selection, training, evaluate job performance and to discipline employees.
- Participates and lead internal and external calibrations to identify patient’s needs and expectations.
- Facilitates scorecard, refresher and new hire training and introduce program quality standards and expectations for QAQC new hires and program representatives.
- Responsible for assigning and/or managing disputes and call request received through ServiceNow portal, If Quality Analyst unable to resolve appeal, the Supervisor will be the next level to resolve appeals of quality scorecards and provide feedback to evaluators and Supervisors.
- Prepares, analyzes and distributes internal quality reports for management staff to review.
- Identifies and reports pharmacovigilance information as required by client(s) (i.e., Adverse Events).
- In the absence of the QC Manager, specific duties shall be assigned to the QC Supervisor.
- Conducts miscellaneous tasks or projects as assigned
Qualifications:
- High school diploma or equivalent, some college preferred
- 2 or more years in a leader/supervisory experience with an emphasis on quality assurance/control required
- 4+ years of QA/QC audit experience required
- Minimum of 4 years of customer service experience, reimbursement/insurance, healthcare billing, physician office or health insurance processing
- Advanced knowledge of Federal and Drug Administration regulations of Adverse Events and Product Complaints and Health Insurance Portability and Accountability Act guidelines
- Ability to handle and maintain confidential information
- Advanced experience with employee coaching and development
- Display a high level of professionalism, integrity, maturity, and maintain a positive attitude
- Must be able to manage priorities while working independently without direct supervision and be able to direct and manage the work of others with a high level of professionalism and integrity.
- Must be a motivated self-starter with the ability to work independently but cooperatively within a cross functional environment
- Must be flexible and have the willingness and ability to respond to changing circumstances and expectations readily punctuality and reliability
- Must have exceptional planning, time management and organizational skills
- Must have the ability to properly manage conflict resolution
- Must have problem solving skills and ability to make decisions with high level of confidence
- Must be able to collect, gather, visualize and analyze data in detail.
- Must have exceptional communication and interpersonal skills
- Must be comfortable interacting with all levels of management and personalities
- Advanced knowledge in MS Office (Word, Excel, PowerPoint)
- Advanced knowledge of monitoring software (i.e. Zoom Call Recording, Calabrio, NICE Call Recording, etc.)
- Intermediate knowledge of creating quality scorecards