Job description
BHS optimizes organizational performance by empowering individuals to achieve their fullest potential. For over 38 years, BHS has provided comprehensive well-being solutions to thousands of corporations, agencies, institutions, associations, and organizations across the globe. Our assistance programs, well-being services and behavioral health care coordination solutions improve the health, productivity and safety of employees and the culture, performance, and profitability of organizations.
Position Summary:
The Manager of Quality Assurance provides oversight of the adherence to BHS promises and makes recommendations for improvements to ensure extraordinary experience for customers and participants. This position provides data collection, data analysis, auditing support, reporting and escalation of quality issues, plan of correction initiatives, and risk mitigation activities that lead to better outcomes. In addition, this position provides timely investigation and follow-up to customer, participant, and provider concerns acting as the liaison for Customer Solutions, Program/Account Management, Provider Relations, and Clinical Operations.
Position Duties & Responsibilities:
In a manner consistent with supporting BHS’s Mission Statement the
Manager, Quality Assurance shall do the following:
- Create, design, and oversee quality program initiatives including guidelines and implementing monitoring technology, scorecards, and quality assurance (QA) process and analytics to support the ongoing development of BHS staff
- Lead quality monitoring calibration sessions with Managers, Supervisors, Team Leads, and other team members to evaluate training impact measurement, reporting and success
- Conduct quantitative and qualitative reviews to assess level of compliance with BHS promises and performance guarantees
- Support the quality assurance process, including customer complaint investigation, problem solving, auditing, and resolution to identify areas of improvement and training needs
- Assist with review of survey responses, including direct follow up with participants and customers on negative satisfaction survey responses
- Assist managers and leadership in establishing best practices based on research and data analysis
- Provide trend analysis resulting in plan of correction and follow through for full compliance
- Analyze and report on performance guarantee compliance on a monthly, quarterly, and/or annual schedule as dictated by customer service level agreements
- Promote, plan, design, coordinate, recommend, and evaluate training and educational activities for all staff for initial training, re-training, and company-wide initiatives
- Provide trend analysis, reporting, recommendations, and solution management related to quality assurance concerns including root cause analysis and initiatives to support reducing the frequency of repetitive occurrences
- Present trend analysis and quality assurance findings to leadership with recommendations for improvements on a quarterly or as requested basis
- Provide for continuous quality improvement (CQI) monitoring with quarterly evaluation and annual analysis
- Identify cross-team dependencies and coordinate with department leaders to ensure alignment with ongoing coaching and quality assurance efforts
- Audit cases based on frequency established with annual metrics and provide for consistent documentation
- Coordinate and lead trainings related to BHS promises and quality assurance
- Close engagement with managers and directors to assure a consistent flow of information on a wide range of compliance indicators as well as close engagement with VP, Director of Human Resources on staff training
- Regularly assesses in-service training needs of the organization; develops, distributes and regularly updates in-service training calendar
Other duties as assigned
Education, Training and Experience:
- Master’s degree in Social Work, Business Administration, or related field is preferred
- Six Sigma Green Belt is preferred
- Five (5) years’ experience supporting workplace quality assurance and training initiatives
- Experience working in a behavioral health field or knowledge of psychological interventions is preferred
- Proficient in Microsoft Office Suite, including Excel, Outlook and PowerPoint
This is a REMOTE position. BHS is seeking candidates throughout the US, but must be willing to work Business hours (EST).
To learn more about BHS, visit BHSonline.com
BHS and Guide+Thrive provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. BHS fosters an environment of inclusion, diversity, openness, and respect for all differences, including but not limited to race,
creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity (transgender status), domestic partner status, marital status, disability, AIDS/HIV Status, height, weight, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.
jjbodyshop.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jjbodyshop.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jjbodyshop.com is the ideal place to find your next job.