Quality Assurance Manager
Salary undisclosed
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Hi. We’re Hummingbird.
We’re elevating patient access so patients can get healthcare how, when, and where they need it. We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry. Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.
Summary
As a Quality Assurance Manager at Hummingbird, you will oversee and support core quality assurance and coaching functions within our patient contact centers. This role involves developing strategic plans, overseeing technology implementation, ensuring compliance with regulatory requirements, and fostering collaboration across departments to drive operational excellence and continuous improvement.
You will be accountable for the development and maintenance of comprehensive QA and coaching program. You will lead a team of Quality Assurance Analysts and Coaches providing support services across one or multiple customers, with direct and indirect management responsibilities.
In a dyad leadership model, you will collaborate with the Conversational Intelligence team to coach agent performance, while also supporting the integration of CI insights to improve call quality and customer satisfaction.
Responsibilities
Operations Strategy and Management
Required Skills and Experience
We Value a Team That Brings Diverse Perspectives And Experiences To The Work We Do. While There Are Many Ways To Do This, People Who Are Successful At Hummingbird
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce.
Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them. Please reach out to [email protected] to request accommodations and we’d be happy to chat.
We’re elevating patient access so patients can get healthcare how, when, and where they need it. We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry. Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.
Summary
As a Quality Assurance Manager at Hummingbird, you will oversee and support core quality assurance and coaching functions within our patient contact centers. This role involves developing strategic plans, overseeing technology implementation, ensuring compliance with regulatory requirements, and fostering collaboration across departments to drive operational excellence and continuous improvement.
You will be accountable for the development and maintenance of comprehensive QA and coaching program. You will lead a team of Quality Assurance Analysts and Coaches providing support services across one or multiple customers, with direct and indirect management responsibilities.
In a dyad leadership model, you will collaborate with the Conversational Intelligence team to coach agent performance, while also supporting the integration of CI insights to improve call quality and customer satisfaction.
Responsibilities
Operations Strategy and Management
- Execute operational strategies to enhance efficiency, optimize processes, and improve service delivery within quality assurance and coaching.
- Oversee the day-to-day management of QA, coaching and conversational intelligence program, ensuring alignment with organizational goals and objectives.
- Develop and implement strategic plans to integrate conversational intelligence insights into quality assurance practices and contact center workflows, driving improvements in agent-patient interactions.
- Lead initiatives to adopt new technologies and methodologies, ensuring they effectively enhance the quality and efficiency of support services.
- Monitor and refine quality assurance metrics and support the development of conversational intelligence frameworks to ensure they align with industry standards and drive actionable outcomes.
- Prepare and present comprehensive performance analysis to senior leadership and stakeholders, providing insights and recommendations.
- Monitor KPIs related to QA and conversational intelligence to track effectiveness, identifying areas for improvement and implementing corrective actions.
- Oversee the implementation of new technologies, processes, and enhancements to ensure seamless integration and improved performance.
- Ensure that quality assurance and conversational intelligence reporting accurately reflects the performance of contact center services and drive strategic improvements within contact center teams.
- Implement QA audits to ensure the accuracy and reliability of performance data.
- Act as a liaison between the QA team and other departments, including conversational intelligence architects, IT, clinical staff, and contact center operations, to ensure effective communication and coordination.
- Engage with stakeholders to understand their needs, gather feedback, and implement strategies that drive satisfaction and operational excellence within QA.
- Partner with cross-functional teams to integrate QA and conversational intelligence insights into training programs, fostering a continuous feedback loop and enhancing overall contact center effectiveness.
- Communicate with performance transformation team to share insights, improve the Conversational Intelligence program and collaborate on program process improvements.
- Lead workshops and training sessions to share best practices and insights related to QA and conversational intelligence with internal teams and stakeholders.
- Ensure all QA and conversational intelligence processes and practices comply with regulatory requirements, company policies, and SLAs.
- Stay informed about industry trends, best practices, and advancements in quality assurance and conversational intelligence, integrating relevant updates into organizational practices.
- Drive continuous improvement initiatives by leveraging QA and conversational intelligence insights to recommend performance improvements and service offerings to patients
- Conduct regular compliance audits and risk assessments related to QA and conversational intelligence to proactively address potential issues and ensure adherence to standards.
- Stay up to date on all QA and conversational intelligence processes, tools, and technologies, serving as a backup to team members as needed to ensure service levels are met during outages.
- Lead your team to meet department and organizational goals.
- Engage your team through 1-1s, team meetings, feedback, recognition, and clear communication.
- Provide guidance and coaching to help team members embrace growth, develop new skills, and meet their personal and professional goals.
- Perform management tasks including resource allocation, performance reviews, conflict resolution, and personnel management.
Required Skills and Experience
- 5+ years of experience in quality assurance, conversational intelligence, or related fields within patient contact centers.
- Demonstrated experience in managing and developing a team, including resource allocation, performance reviews, and conflict resolution.
- Proficiency in relevant technology platforms and tools for QA and conversational intelligence.
- Prior experience as a QA or conversational intelligence analyst, demonstrating advanced proficiency in relevant tools and techniques.
- Exceptional communication and stakeholder management skills, including the ability to confidently facilitate meetings and drive consensus.
- Proven experience in program development and execution, including developing and implementing QA policies, procedures, and governance structures.
- Excellent data analysis skills, with experience in generating insights and reports.
- Knowledge of regulatory standards and compliance requirements relevant to patient contact centers, including HIPAA (Health Insurance Portability and Accountability Act).
- Familiarity with service level agreements and performance metrics in healthcare operations.
- Background in continuous improvement processes and ROI assessment.
- Ability to strategically plan and manage multiple projects and initiatives simultaneously.
We Value a Team That Brings Diverse Perspectives And Experiences To The Work We Do. While There Are Many Ways To Do This, People Who Are Successful At Hummingbird
- Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
- Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
- Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce.
Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them. Please reach out to [email protected] to request accommodations and we’d be happy to chat.