QA Manager

Role and Responsibilities

The RCM Quality Manager is responsible to lead our quality assurance team and for overseeing the quality provided by our call center and RCM agents, developing and implementing quality standards, and driving continuous improvement in our revenue cycle management operations.

DUTIES AND RESPONSIBILITIES:

• Develop and deploy a best-in-class Service Quality framework to drive higher performance on key business metrics in revenue cycle management.
• Analyze performance metrics and identify areas for improvement.
• Ensure calibration of Service Quality and leverage data-driven analysis for process improvements
• Generate and analyze quality reports to track trends and performance.
• Present findings and recommendations to senior management.
• Use data to identify opportunities for process improvements and training needs.
• Lead and mentor the quality assurance team.
• Foster a culture of continuous improvement and excellence.
• Conduct regular team meetings and provide ongoing support to team members.
• Lead the implementation of a variety of training methods, including workshops, simulations, upskilling, and e-learning to improve overall quality of operations.
• Allocate resources among the different service lines to ensure meet quality production goals 
•  Keep records of quality reports, statistical reviews and relevant documentation
• Liaising with customers, auditors, and internal delivery stakeholders to ensure the execution of corrective action compliance with customers specifications.

NECESSARY ATTRIBUTES:

• Demonstrated ability to work cross-functionally to problem-solve and meet customer expectations.
• In-depth knowledge of revenue cycle processes, billing systems, and healthcare reimbursement methodologies. 
• Strong analytical skills and proficiency in leveraging data for informed decision-making and performance enhancements.
• Excellent time management, organizational, communication, multitasking and teamwork skills.
• Strong interpersonal skills.
• Hands-on experience on preparing dashboards and presentation including data analysis and interpretations.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changes in the industry. 
• Good Feedback and Coaching Skills 
• Ability to deliver high impact amid complexity, ambiguity and competing priorities independently.

QUALIFICATIONS:

• Minimum of 3-5 years of experience managing quality assurance or a similar role.
• 1 Year of relevant healthcare experience is preferred
• Experience in BPO industry is preferred
• Ability to handle confidential and sensitive information.
• At least green belt lean six sigma.
• Proven track record of process improvement