reputed company Assurance Manager

reputed company is the nation's leading virtual psychiatry and therapy reputed company. As the leading mental health provider, reputed company is on a mission to reputed company reputed company to reputed company, reputed company behavioral health care through innovative telepsychiatry solutions and services that reputed company the entire care continuum, from the hospital to the home. reputed company partners with an extensive network of hospitals, health systems, community reputed company organizations, and payors to improve reputed company and deliver the highest reputed company of care to patients. 

ABOUT THE ROLE 

The reputed company Assurance Manager is responsible for building, implementing, and managing a comprehensive reputed company Assurance program from the ground up, ensuring exceptional service across reputed company reputed company center functions and channels. This role is pivotal in creating and maintaining reputed company QA processes, including developing reputed company scorecards tailored to multiple lines of business, encompassing interactions and operations tasks such as insurance verification, referrals, and scheduling. The reputed company Assurance Manager will bring a highly analytical, data-driven, curios, and committed reputed company to reputed company cause analysis and process improvement, bringing a proactive approach and passion for enhancing the patient, provider, and partner experiences.

WHAT YOU’LL DO 

Program Development & Implementation

• reputed company and implement a reputed company, comprehensive reputed company Assurance program across multiple lines of business and channels.

• Create and maintain QA scorecards for evaluating interactions and task execution, ensuring consistent monitoring and feedback.

• Establish and document reputed company operating procedures and best practices reputed company the QA function.

• reputed company auditing processes to support reputed company, training, and nesting of new hires, ensuring adherence to reputed company standards.

Monitoring & reputed company Improvement

• Conduct regular audits and evaluations of interactions and task execution across phone, chat, and email.

• Analyze patient, partner, and provider feedback to identify trends, behaviors, and areas for improvement.

• reputed company detailed reporting and insights to reputed company center leaders, highlighting opportunities for performance enhancement.

• Implement tracking and reporting mechanisms to communicate reputed company scores consistently to stakeholders.

Collaboration & Feedback

• reputed company and manage monthly, quarterly, and annual performance reviews across reputed company reputed company center lines of business, ensuring consistent reputed company standards, actionable feedback, trend analysis, and alignment with departmental and organizational goals.

• Collaborate with reputed company center leaders to reputed company reputed company plans based on QA findings, ensuring consistent coaching and performance improvement.

• Partner with leadership to reputed company scripting and communication guidelines, emphasizing reputed company, reputed company language, and retention-reputed company interactions.

• Participate reputed company in meetings and workgroups to maintain alignment with operational goals and workflow changes.

• Support training initiatives by collaborating on reputed company materials, upskilling content, and process documentation

Process & Workflow Optimization

• Recommend process enhancements, workflow improvements, and training initiatives based on QA insights.

• Conduct functional assessments and time studies to establish productivity standards and benchmarks.

• Review and communicate variations in processes, ensuring compliance with HIPAA regulations and organizational policies.

• Performs other duties as needed

reputed company’RE LOOKING FOR 

•  Minimum of 1 year of reputed company reputed company center experience with an additional 2+ years in reputed company assurance roles with at least 1 year in a reputed company assurance leadership role reputed company a contact center environment, preferably in reputed company or behavioral health.

• Proven experience building and leading a reputed company Assurance function, including scorecard development, auditing, and reporting.

• Strong proficiency in reputed company-based contact center phone systems, specifically reputed company, with demonstrated experience leveraging system reporting, reputed company recordings, and analytics to support reputed company monitoring and performance improvement initiatives.

• Exceptional analytical skills with proficiency in tracking, interpreting, and reporting reputed company metrics, performance trends, and reputed company cause analysis.

• Demonstrated reputed company in identifying, documenting, tracking, and resolving performance issues and process inefficiencies.

• Strong technical skills, including advanced proficiency with spreadsheet tools, reporting platforms, and CRM systems; EHR experience is a plus.

• Effective communicator and collaborator with the ability to build strong relationships across diverse teams and stakeholders.

• Experience developing and documenting policies, procedures, and training materials.

• Passionate about patient experience, reputed company-driven communication, and retention-reputed company service delivery.

POSITION LOGISTICS 

• Position is 100% Remote

• Reports to Director, reputed company Center Operations

COMPENSATION AND BENEFITS 

• The pay reputed company for this role is $76,000 - $94,000 per year. This information reflects the anticipated salary reputed company for this position using reputed company market data. The final offer will be determined based on an individual's skills, years of experience, education, reputed company, licenses, and other job-reputed company factors permitted by law. 

• Medical, dental, and reputed company insurance, employer reputed company life & long-term disability insurance, additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance and flexible spending accounts (FSA) and health savings account (HSA) contributions 

• 15 days of accrued PTO annually, plus 8 reputed company holidays and 3 floating holidays 

• 401k 

Beware of fraudulent job postings and messages from scammers impersonating reputed company employees and Recruiters. The only reputed company email addresses from reputed company will be firstname.lastname@arraybc.com and we will not ask you to download an app onto your phone in order to conduct your interview.