Company Statement
For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.
Supervisor, Operations Quality
Summary:
- Responsible for managing, coaching, and developing a growing team of Quality Assurance Analysts/Specialists for our call centers who provide high level and escalated quality assessments of employees who handle calls from our existing and potential members, providers, patients, vendors, and customers that require further review and analysis.
- Ensure that quality assurance is applied in a holistic, independent, objective, and neutral manner to improve the customer experience, and overall quality of our advocate’s interactions with the customer.
- Play a key role in minimizing company exposure by the reduction of business risk through continuous improvement of business processes, quality and adherence to corporate policies and procedures.
Responsibilities:
- Responsible for the daily monitoring and oversight of non‐clinical quality auditors, through the creation of tools, collating trend analysis and management/alignment of the auditors call quality audits, Auditor Audits (AOA’S), Chat,
HIPAA, Vendor, Crisis call audits; etc. - Conduct 1:1 coaching support for auditor development and ongoing capacity forecasting/analysis.
- Collaborate with Director, QA Reporting Analyst and QA Business Lead on the Monthly QA dashboard read out and trends analysis. Improve current measures based on health plan contracts, national standards/best practices.
- Monitor, trend, and utilize data to drive quality and cost improvement.
- Work collaboratively with the Director and Call Center Leadership to ensure monitoring of performance metrics, process improvement, and KPIs.
- Identify historical trends through data analysis.
- Proactively monitor trends within the call center, such as month over month agent performance metrics and any missed SLAs at the agent or organizational level.
- Provide Quality Assessment review to Leaders monthly and upon request.
- Propose different solutions outside of set parameters and use prior experience and on‐the‐job training to solve straightforward tasks. Use technical skills and analytic thinking to resolve problems.
- May use multiple internal sources outside of own team to arrive at decisions.
- Develop and deliver Quality Analysis training program for new team members.
- Deliver new hire auditing overview and orientation programs; coordinate and facilitate calibration sessions for ops staff and for the quality audit process in nesting for new hire staff.
- Partner with Operations and HR to provide recommendations for improvements based on audit results.
- Perform other job‐related duties as directed, assigned, or required.
Requirements:
- Bachelor’s degree in business management or related field required; additional experience/specialized training may be considered in lieu of educational requirements
- 4 – 6+ years’ experience in Quality Auditing required
- 2 – 3+ years’ experience in a Customer Service/Call Center environment preferred
- Quality auditing and data analysis experience required
- Bi‐lingual capabilities preferred
- Understanding of company systems, policies, and procedures required
- Proficient with MS Office (Word, Excel, Access, PowerPoint, Outlook, Teams, SharePoint, etc.) required
- Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience required
- Attention to detail; strong analytical, problem‐solving, and reporting skills required
- Strong organization, prioritization, and time management skills required
- Ability to successfully manage multiple tasks/projects with competing deadlines and priority levels required
Security Disclosure
If you are offered a job from one of the EmblemHealth family of companies that includes ConnectiCare, AdvantageCare Physicians, and WellSpark, the offer confirmation email will come from “HRTalentAcquisition” with the subject line: “Offer of Employment for (job title)” – Please respond online”.
We never ask you to join a Google Hangout, request you to purchase your own equipment or pay to apply. We do not send email from a third-party email service such as Yahoo or Gmail.
Pay Disclosure
A good faith estimate of the compensation range for individuals hired to work for the EmblemHealth Family of Companies is provided. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, internal peer equity, and market and business considerations. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. It is not typical for an individual to be hired at or near the top of the range, as compensation decisions depend on each case’s facts and circumstances. Union roles covered by a collective bargaining agreement will compensate in accordance with the union contract.
EEOC Statement
We are committed to leveraging the diverse backgrounds, perspectives, and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy or related condition, marital status, national origin, disability, protected veteran status or any other characteristic protected by law.
Sponsorship Statement
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.