[Hiring] Customer Service Quality Manager @Geisinger

Role Description

Accountable for the development and implementation of quality strategies, plans, and processes to support organizational goals. Accountable for development of and ongoing compliance with NAIC (National Association of Insurance Commissioners) Model Audit Rule (MAR) requirements as they relate to all Customer Service Operational functions. Assesses quality needs as well as design, develop, deliver and maintain quality programs for onsite and remote employees. Provides direct supervision, oversight and development of staff.

• Develops and coordinates the execution of all Model Audit Rule requirements.
• Develops internal control procedures, and compliance reporting plans.
• Evaluates reports and findings with management and staff of all affected departments.
• Coordinates remediation efforts.
• Conducts quality needs analyses and consults key stakeholders to identify additional training needs.
• Determines key learning objectives which effectively describe outcomes of training and aid in the evaluation and measurement process.
• Identifies quality resources and innovative approaches that can be used to accomplish learning objectives.
• Coordinates external regulatory and vendor audits.
• Coordinates sample pulls, auditing of samples and acts as liaison when entities are conducting an on-site or off-site audit.
• Creates and utilizes quality evaluation tools that measure the effectiveness of training and the work being done on the floor.
• Evaluates quality programs and courses in an effort to identify how individual development needs are being met, and make recommendations for ongoing requirements of training and quality programs.
• Designs, develops, and delivers programs and materials relating to new hire onboarding, product, system, soft skill, and organizational development.
• Selects, develops, motivates, trains and retains a competent staff to ensure appropriate staffing resources; perform annual staff performance reviews.
• Coordinates all quality activity; maintains quality audit schedule, resources and materials.
• Partners with internal department and vendors to stay abreast of new technologies, products, and trends to keep audits applicable and current.

Qualifications

• Education: High School Diploma or Equivalent (GED) - Required
• Experience: Minimum of 9 years relevant experience - Required
• Minimum of 5 years Managerial/Supervisory experience - Required

Requirements

• Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).
• Skills: Builds Relationships, Computer Literacy, Manages Conflict And Crisis, Manages Projects And Functions

Benefits

• Healthcare benefits for full-time and part-time positions from day one, including vision and dental.
• Encouragement of an atmosphere of collaboration, cooperation, and collegiality.

Company Description

We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members, and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.