Description:
A Healthcare Call Center Redetermination Quality Assurance Manager is a professional who oversees the quality assurance program in a healthcare call center. This role involves managing a team of quality assurance analysts to ensure that the call center is providing high-quality customer service and meeting organizational goals.
Responsibilities include but not limited to,
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Developing and implementing quality assurance procedures and standards for the call center.
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Leading a team of quality assurance analysts and providing guidance and training to ensure that they are meeting performance expectations.
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Analyzing call center data to identify trends and areas for improvement.
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Collaborating with other departments in the organization to ensure that call center procedures align with overall organizational goals.
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Communicating call center performance to senior management and making recommendations for improvement.
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Managing the recruitment and training of new quality assurance analysts.
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Conducting regular performance reviews and providing feedback to call center representatives.
Requirements:
Skills/Responsibilities:
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Strong leadership and management skills.
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Excellent communication and interpersonal skills.
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Detail-oriented and able to maintain accurate records.
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Ability to work independently and as part of a team.
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Proficiency in data analysis tools and techniques.
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Knowledge of healthcare industry regulations and standards.
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Familiarity with call center technology and software.
