Position Description: The Quality Assurance Operations Supervisor will oversee all employees in the Quality Assurance Department. The Quality Assurance Department is responsible for reviewing all medical records gathered by staff to ensure that each record was properly collected per client and/or project specific requirements.
Manage daily operations of the Quality Assurance Department to ensure a culture of professionalism, discipline and accountability.
Develop, implement and maintain effective processes to QA charts collected through various retrieval methods including: scanned charts, faxed charts, mailed charts, electronically retrieved (EMR) charts.
Oversee clinical review of each medical record to ensure the proper sections of the chart were collected per client requirements. Also, remove all unnecessary pages from the chart prior releasing charts to the client.
Design, implement and maintain statistically significant sampling methodologies to quickly detect upstream people/process issues.
Develop and execute staffing plans to minimize labor costs while adhering to client driven production plans.
Oversee seasonal QA workforce of more than 50 employees.
Interact with team leaders, supervisors and third parties to collect information and resolve issues.
Define and meet performance goals and targets for speed, efficiency, and quality.
Record statistics, performance levels and user rates of the QA Department and preparing reports.
Plan and develop employee recruitment, and liaise with other departments for proceedings.
Motivate, coach, and retain staff and coordinate departmental bonus and incentive plans.
Manage escalated customer inquiries or complaints.
Forecast and analyze information against budget statistics on a daily, weekly and monthly basis.
Review departmental staff performance and conduct training and/or remediation as needed.
Qualifications and Skillsets:
Three or more years of operations supervisory experience overseeing a department of at least 20 employees is required.
Relevant healthcare experience required.
Substantial experience working with medical records required.
Technology oriented, highly experienced user of Microsoft Excel.
Bachelors degree is strongly desired.
Strong leadership and motivational skills.
Excellent capability to conduct effective/productive meetings.
Ability to prioritize, multi-task and adapt to a fast paced team oriented environment.
Proven ability to manage projects, show initiative and think outside the box.
Adaptable to changing business environment.
Sound judgment in decision making ability.
Excellent interpersonal skills.
Demonstrated ability to establish and maintain successful business relationships with internal and external partners.
Demonstrated ability to work within a diverse work group environment.
Flexibility with working hours, which may include hours outside of normal scheduled work hours.