HIS Quality Team Manager

lLJoin a dynamic, growing high-tech/high-touch healthcare organization that makes a unique contribution to the lives of hundreds of thousands of individuals.



This position may be located in any LifeMasters Call Center.



ABOUT LIFEMASTERS: LifeMasters Supported SelfCare, Inc. is an exciting national disease management company whose mission is to help individuals achieve and maintain optimal health by closing the gaps in medical care and encourage the adoption of healthy lifestyles. With more than a decade of experience, we are experts at delivering disease management services to individuals with chronic diseases such as diabetes, cardiovascular disease, respiratory disease, musculoskeletal conditions and their co-morbidities.



POSITION SUMMARY:

Manages the day to day operations of a QA team in achieving quality programs for the Health Improvement Services Department call centers and community services. The Team Manager, HIS Quality facilitates and leads team efforts to establish and monitor customer and participant satisfaction, to manage quality requirements for internal staff, and to ensure LifeMasters meets certification and contract requirements while providing quality services to participants. Maintains confidentiality of all privileged information.

PRINCIPAL DUTIES:

* Manages the daily operations of a QA team:

a. Provides support and direction to team members regarding quality assurance functions;

b. Supports compliance to operational standards and identifies ways to improve efficiency of work;

c. Monitors and evaluates work flow, individual performance of team members, and team productivity towards quality outcomes. Identifies opportunities to leverage, improve and develop critical skills through monthly one on one coaching intervention;

d. Provides team members with ongoing and consistent feedback, directed toward quality assurance excellence and accountability to department goals. Develops and executes action plans based upon results, coaching and developing team members to achieve high standards of performance;

e. Identifies when individual team member performance has been unsuccessful to coaching efforts and intervenes appropriately and in a timely manner.

f. Compiles and reports team and individual statistics for planning and evaluation.

* Identifies and leverages team member's strengths to implement new programs and initiatives. Engages workforce to align with LifeMasters business initiatives.

* Plans and organizes work plans to assure that plans are executed, deadlines are met on time and within budget.

* Evaluate and provide staff guidance on clinical issues that are processed through the LifeMasters Issues Tracker system.

* Works cooperatively and engages Team Managers at various LifeMasters call centers to promote effective communication and continuity of care. Accepts responsibility for driving performance toward goals and communicates effectively to peers when process gaps are impeding goals.

* Recruits and hires team members who promote excellence in the workplace and align with the culture of Hiring Excellence that LifeMasters supports.

* Manage quality assurance standards, processes, and controls to quality service level standards. Develops methods for reviewing, sampling, calibrating and training.

* Provide leadership and coaching to Call Center and Community Services Leadership team to ensure maximum effectiveness of Quality Assurance programs.

* Identify relevant quality - related training needs and coordinate with Operations and Education & Development departments to deliver.



REQUIREMENTS :

* Minimum five years progressive supervisory or management experience, preferably in health care or managed care environment.

* Experience using quality management methodologies and techniques and leading/managing quality management initiatives, programs or teams.

* Ability to distinguish clinical issues/complaints and provide proper guidance to staff for resolution.

* Two to three years experience in project management, health care policy development, and/or coordination with accreditation agencies preferred.

* Strong computer skills (MS Project, relational databases, Excel, PowerPoint and Word).

* Strong communications and problem resolution skills.

* Skill in strategic thinking and decision making.

* Skill in building, inspiring and motivating teams.

* Skill in coaching employees as demonstrated by positive employee feedback and consistent progress of team members.

* Ability to build collaborative working relationships across the organization with diverse groups and individuals and work well individually and as a team member.



* Understanding of call center technologies including call monitoring, customer tracking systems, report writing systems, and tools to analyze business performance preferred.

* Call monitoring experience preferred.

EDUCATION:

* RN or BSN strongly preferred.

* Bachelors Degree or equivalent combination of education and experience.



TRAVEL REQUIRED:

The position may require periodic travel to other offices. This travel is usually 5-10% time.



BENEFITS: LifeMasters rewards its employees with a rich benefits package including; 20 days Paid Time Off, Paid Holidays, Medical/Dental/Vision, Cafeteria Plan, Life Insurance, AD&D, Short Term and Long Term Disability Insurance, 401k with Company Match, Flexible Spending Accounts, Domestic Partner Benefits, Education Assistance, Employee Assistance Program, Direct Deposit, Discounted Health Club Memberships, On-site Flu Shots and Health Fairs, and On-line Benefits and Payroll information. LifeMasters recognizes and rewards the diverse needs of its workforce by offering most benefits to Employees who work a minimum of 20 hours per week and most benefits become effective the first day of the month following your date of employment.

LifeMasters offers a fun, caring and casual workplace. In addition, to our comprehensive benefits package, we provide professional development and opportunities for career advancement.



AA/EOE/M/F/V/D