Training and Quality Assurance Manager

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

 

Summary

The Training and Quality Assurance Manager will manage the Quality Assurance staff that monitors inbound service calls to assess employee demeanor, technical accuracy, performance, and conformity to company policies and procedures and the staff that assesses prior authorizations for accuracy and provides feedback to reduce errors.

• This individual will also manage the Ohio SPBM Training staff, develop training materials, facilitate New Hire onboarding and training activities as well as determine when newly hired staff are permitted to be released into the production environment.  
• This individual will be responsible to develop, create, maintain, and implement Quality Assurance and Training processes and procedures manual as needed.
• This individual will also be responsible for all SLAs and KPI’s associated with the Quality Assurance and Training team responsibilities as outlined in the contractual requirements.
• The individual will be client facing and will be expected to schedule and facilitate weekly departmental and client meetings as well as participate in cross-departmental meetings as deemed necessary by the SPBM Senior Leadership team.

Your role in our mission

Essential Job Functions

• Participates in customer and client listening programs to identify customer needs and expectations.
• Monitor the effectiveness and quality of incoming calls and accuracy of prior authorization decisions.
• Determine weaknesses in performance and establish solutions to improve.
• Ensure compliance with company's quality systems.
• Identify process improvement opportunities and coaching to agents.
• Generate and maintain feedback and coaching documentation. Provides feedback to call center team leaders and managers.
• Offer daily feedback via verbal & written communication.
• Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Technical Call Center and Prior Authorization Operations teams.
• Ability to work and complete projects without supervision, self-motivated.
• Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.

Basic Qualifications

• Bachelor’s degree preferred.  In lieu of a bachelor’s degree, 5 years of call center customer care experience, prior authorization experience preferably in a pharmacy or PBM environment.
• Quality Assurance and Training experience required. 
• 5 years of leadership experience preferred.
• Strong attention to detail, exceptional listening, and analytical skills.
• Excellent communication skills both written and verbal required.
• Excellent organizational skills and ability to handle multiple tasks under deadlines. 
• Strong knowledge of customer care processes and techniques. 
• Demonstrated ability to work well in a team environment. 

What we're looking for

• Good communication skills to interact with team members, customers, and support personnel.
• Good analytical and problem-solving skills.
• Good interpersonal, leadership and presentation skills for interacting with team members.
• Good human relations skills to select, develop, and mentor employees.
• Good personal computer and business solutions software skills.
• Ability to handle multiple tasks simultaneously and switch between tasks quickly.
• Ability to independently generate presentations regarding quality assurance group activities and status, and present them to senior management, customers, and development staff.
• Ability to work independently and as part of a team.
• Good organization and time management skills.

What you should expect in this role

• Opportunities to travel through your work (0-10%)

 

The pay range for this position is $86,700 - $123,900 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) emplo