What are the responsibilities and job description for the QUALITY ASSURANCE & TRAINING SUPERVISOR position at Excela Health?
Under the direction of the Director of Patient Access, this position supervises the daily operations of the IHS Care Center. Responsibilities include development, maintenance, coordination, delivery of training within the IHS Care Center. Defines and implements quality standards through various tracking systems to monitor performance against organizational goals. The Quality Assurance and Training Supervisor identifies process gaps and effectively communicates those gaps to assist in development of programs to enhance patient experience. Develops, oversees, and maintains all quality assurance reporting as well as considers other customer experience evaluating criteria to identify trends. Serves as a subject matter expert in customer service and quality assurance standards activities and systems. Effectively communicates with various stakeholders on a regular basis providing statistics and quality metrics.
Education
Minimum : Five years experience in call center or health care setting with high school diploma or Associates Degree in Healthcare, IT, or Business.
Preferred : Bachelor Degree in IT, Healthcare, Business or related field
Registration / Certification / Licensure :
N / A
Experience :
Minimum : One year of supervisory / leadership experience. Knowledge of personal computers with proficiency in PowerPoint, Word and Excel.
Preferred : One year experience in healthcare, business, or call center environment. Experience writing simple SQL queries and database reporting.
Other Requirements : N / A
Status : Exempt
Physical Requirements :
The following frequency definitions apply to all Physical Requirements unless otherwise noted :
Occasional : (0-1 / 3 of day , 0 - 2.5 hrs / day, 1 - 4 reps / hr)
Frequent : (1 / 3 -2 / 3 of day , 2.5 - 5.5 hrs / day, 5 -24 reps / hr)
Constant : (>
2 / 3rd of day , >
5.5 hrs / day, >
24 reps / hr)
NOTE : An asterisk (
- indicates that the item is an essential function.
Non-Material Handling
Material Handling
Pushing
from the person
towards the person
10 feet)
Environmental Factors
Cardiovascular Energy Requirements - Physical Demand
Physical Demand Met Level Examples of similar activity intensity
Sedentary 0 - 3.5 Light house cleaning, washing dishes, serving food, food shopping, sitting, standing, computer work.
to Light
Medium 3.6 -6.3 House work (mopping, scrubbing), health club exercising, treadmill work, stretching, yoga, walk / run-play with children, aerobic class, dancing, carrying bucket / wood, auto body repair, shoveling snow, golf (carrying clubs).
Heavy to
Very
Heavy >
6.4 Calisthenics (push up, pull up, sit up, vigorous effort), carrying groceries upstairs, shoveling coal, bailing hay, fire fighting, sawing by hand, splitting wood.
As relates to this position :
I. Specific Job Responsibilities (Essential Functions) :
1. Responsible for supervision and daily operations of the Care Center Staff. Develops, maintains, coordinates, and delivers training
for BHS Care Center Agents to include customer service, EMR, computer, and phone systems.
2. Analyzes data for customer service, staff behavior, quality metrics, and patient access to assess training needs of BHS Care Center Agents through the use of various reporting and tracking mechanisms.
3. Identifies and effectively implements and communicates process gaps to assist in the development of corrective programs.
4. Develops, oversees, and maintains all Quality Assurance reporting of the BHS Care Center.
5.Regularly creates, monitors, and revises departmental processes and workflows to maximize patient access opportunities. Performs other duties as assigned.
