- This individual will also manage the Ohio SPBM Training staff, develop training materials, facilitate New Hire onboarding and training activities as well as determine when newly hired staff are permitted to be released into the production environment.
- This individual will be responsible to develop, create, maintain, and implement Quality Assurance and Training processes and procedures manual as needed.
- This individual will also be responsible for all SLAs and KPI's associated with the Quality Assurance and Training team responsibilities as outlined in the contractual requirements.
- The individual will be client facing and will be expected to schedule and facilitate weekly departmental and client meetings as well as participate in cross-departmental meetings as deemed necessary by the SPBM Senior Leadership team.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Monitor the effectiveness and quality of incoming calls and accuracy of prior authorization decisions.
- Determine weaknesses in performance and establish solutions to improve.
- Ensure compliance with company's quality systems.
- Identify process improvement opportunities and coaching to agents.
- Generate and maintain feedback and coaching documentation. Provides feedback to call center team leaders and managers.
- Offer daily feedback via verbal & written communication.
- Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Technical Call Center and Prior Authorization Operations teams.
- Ability to work and complete projects without supervision, self-motivated.
- Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
- Bachelor's degree preferred. In lieu of a bachelor's degree, 5 years of call center customer care experience, prior authorization experience preferably in a pharmacy or PBM environment.
- Quality Assurance and Training experience required.
- 5 years of leadership experience preferred.
- Strong attention to detail, exceptional listening, and analytical skills.
- Excellent communication skills both written and verbal required.
- Excellent organizational skills and ability to handle multiple tasks under deadlines.
- Strong knowledge of customer care processes and techniques.
- Demonstrated ability to work well in a team environment.
- Good communication skills to interact with team members, customers, and support personnel.
- Good analytical and problem-solving skills.
- Good interpersonal, leadership and presentation skills for interacting with team members.
- Good human relations skills to select, develop, and mentor employees.
- Good personal computer and business solutions software skills.
- Ability to handle multiple tasks simultaneously and switch between tasks quickly.
- Ability to independently generate presentations regarding quality assurance group activities and status, and present them to senior management, customers, and development staff.
- Ability to work independently and as part of a team.
- Good organization and time management skills.
- Opportunities to travel through your work (0-10%)
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Training and Quality Assurance Manager - Ohio, United States - Gainwell Technologies LLC
Description
Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.
Summary
The Training and Quality Assurance Manager will manage the Quality Assurance staff that monitors inbound service calls to assess employee demeanor, technical accuracy, performance, and conformity to company policies and procedures and the staff that assesses prior authorizations for accuracy and provides feedback to reduce errors.
Your role in our mission
Essential Job Functions
Basic Qualifications
What we're looking for
What you should expect in this role
The pay range for this position is $86,700 - $123,900 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.
