Manager, Quality, Telephonic Health Care, Remote



Quality Assurance
Norfolk, VA, USA
Posted on Friday, July 5, 2024
We are searching for a Quality Manager to join the team! The person in this role will oversee a team of Quality Specialists and Senior Quality Specialists who are monitoring the patient experience across three A+ programs (Pharmacy Outreach, Scheduling Outreach, and CACP).

Primary Duties:

  • Manage direct reports to achieve performance expectations, creating an environment conducive to individual and team success. Utilize data to evaluate performance and coach as needed to assist employees in professional development and upskilling.
  • Assign work to employees, managing the execution of team projects and processes from start to finish.
  • Builds workflows and automation for new processes while refining established processes..
  • Contribute to “ears on” listening projects to ensure maintenance of inter-rater reliability for self and team.
  • Collaborate with A+ leadership to provide valuable feedback (trends/gaps) and propose solutions
  • Other duties as assigned

Minimum Qualifications:

  • Essential to perform duties without training
  • 2+ years building and implementing cross-functional Quality Assurance processes.
  • 2+ years of people management and coaching. Strong leadership and communication skills: Able to develop skills and inspire growth mindset in others through coaching and feedback, holding people accountable and having successful difficult conversations.
  • Experience with QA technologies such as CCaaS/CPaaS Quality Assurance tools (Verint, VoiceInsights, Calabrio, EvaluAgent, etc).
  • Proven ability to effectively implement calibration, appeals, and escalation tracking across multiple lines of business.
  • Ability to strategically collect data and measure performance to improve quality framework (CSAT, FCR, CES, etc).
  • Able to understand, interpret and make decisions off of data.
  • Exhibits Aledade’s Values

Preferred Key Skills and Abilities:

  • Strong proficiency in Google products/Microsoft Office Suite
  • Proficiency in learning and other technologies preferred: ALC, Camtasia, Snagit, Garage Band, Monday, Zoom, Kahoot
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of payers, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners Robust time off plan 21 days of PTO in your first year 2 Paid Volunteer Days & 11 paid holidays
12 weeks paid Parental Leave for all new parents
6 weeks paid sabbatical after 6 years of service
Educational Assistant Program & Clinical Employee Reimbursement Program
401(K) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop, and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance, and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
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