Quality Assurance Supervisor

This is a fully remote position, open to applicants in Idaho.

📋 Description

• Supervise functions within the Quality Assurance team to ensure precise and timely configuration and data transfers for client hierarchy, benefits, and networks.

• Deliver exceptional customer service by employing a high-touch, customer-centric approach that emphasizes collaboration and communication.

• Ensure that team initiatives exceed customer expectations.

• Foster a positive team environment.

• Engage with business partners for daily operations and contribute to the development of action plans.

• Collaborate with the Sr. Manager to enhance client relationships across multiple business lines and varying levels of complexity.

• Oversee activities on Kanban boards, ensuring adherence to turnaround times and performance commitments.

• Manage department Kanban board(s) and huddles, which include assessing work requests.

• Accountable for capacity reporting and production control metrics.

• Update client trackers with the status of requests, obstacles, and resolutions to ensure service excellence.

• Assign resources for daily tasks, audits, and root cause analysis/Corrective Action Plans (CAP).

• Address challenges faced by direct reports by facilitating and guiding discussions while maintaining a proactive mindset.

• Optimize the team's capabilities during high workload periods to sustain claim adjudication accuracy for client and member satisfaction.

• Responsible for monitoring performance metrics and workload for direct reports.

• Conduct one-on-one meetings to gather feedback from department associates, offer mentorship, discuss career growth, address performance issues, and provide guidance on workload and projects.

• Handle escalations from direct reports and contribute to developing action plans.

• Execute workforce management tasks for direct reports, including but not limited to managing overtime, tracking time out of the office, and timekeeping.

• Provide technical and operational support for audits related to configuration and/or data file information.

• Perform additional duties as assigned.

⛳️ Requirements

• A Bachelor’s degree or equivalent work experience is mandatory.

• A minimum of 4 years of relevant experience is required.

• Preferably knowledgeable in one or more of the responsibilities outlined above.

• Professional experience in the PBM industry is preferred.

• Familiarity with applicable data privacy regulations and laws is preferred.

• Knowledge of healthcare industry practices and HIPAA regulations would be advantageous.

• Experience working as part of a multi-disciplinary team is a plus.

• Understanding of human resource management principles, practices, and procedures would be beneficial.

• Must participate in, adhere to, and support compliance program objectives.

• Ability to consistently interact cooperatively and respectfully with colleagues is essential.

🏝️ Benefits

• Comprehensive industry-leading benefits for Health, Dental, and Vision insurance.

• 20 days of paid time off.

• 4 weeks of paid parental leave.

• 9 paid holidays.

• 401K company match up to 5% with no vesting requirement.

• Adoption Assistance Program.

• Flexible Spending Account.

• Educational Assistance Plan and support for Professional Memberships.

• Referral Bonus Program – up to $750!