Customer Experience Quality Assurance Director

About Employer Direct Healthcare

Employer Direct Healthcare is focused on giving access to quality & affordable healthcare for our members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.

We partner with large self-funded employers to create a benefit program for specialized care. We connect with high-quality providers to give our members peace of mind when going into surgery. And we support our members by helping them navigate the tricky aspects of healthcare; whether that be selecting a doctor, scheduling appointments, or following up after a procedure has been completed to make sure our members are feeling better.

About You:

• A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
• You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
• You CARE deeply for your customers. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
• You have a drive and AMBITION to tackle big problems. Big problems required big ideas and a team that supports new ideas.
• INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.
• You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.

Quality Assurance Director

We are looking for an energetic and passionate Quality Assurance Director who will build and lead all quality standards required for our Member Services & Provider Experience service center. This position manages the Quality Assurance team responsible for operational quality of calls and chats with our members. The Quality Assurance Director will be responsible for developing our quality platform experience using NICE solutions, customer satisfaction, and voice of customer analysis. This person must understand the roles of the QA team and provide guidance to the member and appropriate resources to ensure program goals & service level agreements are met. The Quality Assurance Director will work with internal clients throughout the organization (starting with Member Services) to instill quality into our processes and prevent errors/incorrect information from being shared with our members. This role reports to the VP Member Services.

Responsibilities And Duties

• Development and execution of NPS survey and bringing a voice-of-the-customer perspective
• Conduct & utilize audit findings to report trends and recommend training modifications to Training Team
• Collaborates with Training and Development to define training requirements needed to support quality for both new hires and current team.
• Develop quality platform experience using NICE solutions
• Develop quality management strategies for service center operations, including standards, scorecards, training & development, performance metrics, dashboards, etc.
• Support escalation management resolution and trending with key internal partners.
• Directs Quality Assurance team & develops departmental goals to align with company initiatives
• Create & manager performance goals & targets for speed, efficiency, and quality for the team
• Ensures quality assessments are conducted and analyzed to identify trends and opportunities to improve the performance & overall project quality

Requirements

• Strong analytical and independent judgement skills to make effective decisions quickly
• Bachelor's Degree with a minimum of 5 years' experience in Quality Assurance with a focus on customer experience
• Experience working with Quality Management Systems (QMS)
• Experience in Healthcare a plus
• Demonstrate time management skills and strong analytical skills
• Proficient in Microsoft Office (Word, PowerPoint, Excel)
• Minimum of 2 years in a QA supervisory role

Benefits

• Dental Insurance
• Life Insurance
• Medical Insurance
• Short & Long Term Disability
• 401k with company match
• Paid Parental Leave
• Paid Time Off
• Vision Insurance