Senior Supervisor, CSC Quality Monitoring

L.A. Care Health Plan - Los Angeles, CA (30+ days ago)3.4

Job Category: Management/Executive
Department: Even MORE Quality (323)
Location: Los Angeles Garland, California, US
Position Type: Full Time
Requisition ID: 443
Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members in five health plans, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

The Senior Supervisor oversees the Quality Monitoring team. The Senior Supervisor is responsible for the development of a successful and cohesive unit, with an emphasis on high level of accuracy and productivity. The Senior Supervisor is responsible for hiring, training, motivating, evaluating and counseling of assigned Supervisors and any other subordinates. The Senior Supervisor acts as quality champion and customer advocate. He/she deploys audit strategies in support of organization-wide continuous improvement efforts. Develop teams and participate on them in various roles. Develop and maintain organizational focus on the importance of quality and performance excellence. Create quality policies and procedures in support of the strategic plan, and integrate those policies and processes into the tactics developed to support the strategic plan. Demonstrate management abilities in human resources, risk, and knowledge management applications. Use effective communication methods in various situations to support continuous improvement efforts. Select and use appropriate tools and methodologies to plan, implement, and evaluate projects. Develop, deploy, and evaluate quality plans that can be used throughout the organization. Evaluate and recommend appropriate quality models or systems to implement in various situations. Identify and prioritize product or service design and development on the basis of customer requirements and feedback. Solicit customer input proactively and combine with data analysis and other research to achieve organizational goals. Use customer expectations and feedback to manage continuous improvement projects.


High School Diploma

Associate's or Bachelor's Degree

With High School Diploma: 6-8 years of experience in Quality Review/ Audit with at least 3 years Lead/Supervisory experience.

Excellent verbal and written communication skills.
Advanced experience and knowledge in Customer Service and Quality Improvement and Healthcare Auditing
Demonstrate knowledge and ability in developing, implementing, and evaluating needs assessment, training delivery methods, and outcomes of training efforts.
Must possess the knowledge and ability to effectively conduct different types of audits as appropriate for the method, relationship, or purpose of the audit, and must recognize the effect those audit types will have on the audit scope and outcomes.

Advanced computer literacy in Word, Excel and Access.
Experience with Medi-Cal and/ or Medicare in a managed care environment.
Strong analytical, coaching/ mentoring and teambuilding skills.
Ability to trouble-shoot problem areas and recommend, develop and implement effective system and process improvements.
Ability to multi-task and streamline daily operations, policies and procedures.

With Associate's Degree: 5 years of experience in Quality Review/ Audit with at least 3 years Lead/Supervisory experience.

With Bachelor's Degree: 3-5 years of experience in Quality Review/ Audit with at least 3 years Lead/Supervisory experience.

ASQ, CQA experience and/ or knowledge.
Experience with NICE NIM, NICE Speech Analytics, and NICE WFM preferred.
Experience with Post Call Surveys.

L.A. Care offer a wide range of benefits including

Paid Time Off (PTO)
Tuition Reimbursement
Retirement Plans
Medical, Dental and Vision
Wellness Program

Job Segment: Medical, Medicare, Healthcare