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Manager Quality Improvement in Jacksonville, FL at One Call

Date: 1/10/2019

Job Snapshot

Job Description

Manager Quality Improvement

The Quality Improvement Manager is responsible for the day-to-day operations of the group health Quality Improvement team for Government Solutions contracts. Plans, directs, supervises and evaluates contract and programmatic performance to ensure that Government Solutions clients receive accurate and timely services, quality monitoring reports on performance of service levels, gather and share feedback to facilitate a continuous cycle of improvement aimed at increased customer/client service levels. Resolves issues and contribute to the business unit/area development. Manages the work efforts of quality improvement team with responsibility for hiring, firing, performance appraisals, and pay reviews. Will serve as the Chair of the Government Solutions Quality Improvement Committee.  Responsible for leading process improvement initiatives Government Solutions, driving significant process change within the organization.


GENERAL DUTIES & RESPONSIBILITIES:
  • Oversees the Government Solutions Quality Improvement team who will perform quality monitoring for the all aspects of government contracts to ensure completion of tasks and attainment of departmental goals.

  • Monitors operations to ensure adherence to service level standards and company/department policies and procedures.

  • Manages personnel activities of staff (i.e., hire, train, reward, motivate, discipline, terminate, performance reviews, and pay discussions).

  • Provides coaching and mentoring to Quality Improvement Team Members. May also consult with managers, supervisors and team leads in all departments regarding quality monitoring trends, reports and recommendations.

  • Evaluates and assesses new projects based upon size, complexity, and time frame.

  • Leads and provides direction around department process improvement initiatives.

  • Selects and assigns appropriate project leader and team member(s).

  • Serves as escalation point for issues beyond team authority; resolves conflicts involving scheduling, resources, or technical issues.

  • Demonstrates proven responsibility for budgeting of department's personnel, capital, and/or operations expenses.


EDUCATIONAL REQUIREMENTS:

Associate’s (A.A. or A.S.) or Bachelor’s degree (B.A. or B.S.); or the equivalent combination of education, training, and/or work experience.


GENERAL KNOWLEDGE, SKILLS & ABILITIES:
  • Broad knowledge of the field with strong leadership skills.

  • In-depth knowledge of the company’s products, services and business operations.

  • Knowledge of MS Office (e.g., Word, Excel and Access) required.

  • Excellent verbal and written communication skills.

  • Excellent customer service, problem solving, organizational, and multi-tasking skills.

  • Strong analytical skills and the ability to see trends and patterns in data.

  • Strong understanding of quality principles and practices (PDMI, Six Sigma, Lean).

  • Demonstrated skills in leading process improvement teams and driving team to controlled improvements.

  • Ability to work both independently and in a team environment.

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENTS:

  • For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.

  • For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.

  • The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height).

  • Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.

  • The work environment utilizes florescent lighting; noise level is moderate.

  • The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.

  • Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.

  • Please be advised the job description is subject to change at any time.


JOB LEVELS:

Quality Improvement Manager

Middle level management role. Works under general direction of senior level Operations management. Manages and mentors a team of Quality Assurance Representatives. Sets the strategic direction and goals for the team. Typically requires a minimum of seven (7) years of experience in quality monitoring or quality assurance, preferably in a call or contact center in a service industry and five (5) or more years of management or supervisory experience.

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