Quality Assurance Director

Datavant is a data platform company and the world’s leader in health data exchange. Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format.

Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world’s leading life sciences companies, government agencies, and those who deliver and pay for care. 

By joining Datavant today, you’re stepping onto a high-performing, values-driven team. Together, we’re rising to the challenge of tackling some of healthcare’s most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.

The Quality Assurance Director is responsible for ensuring that services provided by Datavant within our Provider vertical meet the highest standards of quality and customer satisfaction. This role involves monitoring, evaluating, and improving service delivery processes, ensuring compliance with industry regulations, company policies, and customer expectations. The Quality Assurance Director will work closely with our operations teams to identify opportunities for improvement and provide actionable feedback to enhance service outcomes through the use of data and analysis.

You will:

• Quality Monitoring & Evaluation:
• Oversee the QA team that will conduct regular assessments of transactions and service delivery processes to ensure adherence to quality standards.
• Perform audits and reviews of service transactions, including intake of requests, release of records, correspondence letters, phone calls, and in-person interactions, ensuring compliance with company and regulatory protocols and customer satisfaction metrics.
• Identify trends, patterns, and recurring issues that may impact our compliance risk and suggest corrective actions.
• Reporting & Analysis:
• Provide detailed reports on service quality performance, including key performance indicators (KPIs), areas of improvement, and successful initiatives.
• Track and analyze service metrics, UAD’s, Turn around times, Error rates, and resolution times. 
• Collaborate with management to address areas where service delivery may be falling short of expectations.
• Process Improvement:
• Collaborate with product leaders to identify process inefficiencies in our tools and recommend improvements to enhance service delivery and operational efficiency.
• Work with training and development teams to identify areas where additional staff training or process updates may be necessary.
• Assist in the development and implementation of new service standards, procedures, and policies.
• Customer Feedback Management:
• Monitor and analyze customer feedback (NPS) to identify patterns that require corrective action.
• Engage with frontline employees to share insights and suggestions based on analytics and customer feedback.
• Compliance & Regulatory Oversight:
• Partner closely with our legal and compliance teams to learn of risks they are facing and ensure any corrective actions meet expectations.
• Stay updated on industry trends, regulation changes, and compliance requirements to ensure services remain in line with industry needs.
• Collaboration & Training:
• Work with other departments (Training, Customer Support, etc.) to ensure seamless service delivery and consistent customer experiences.
• Assist our Training team in the creation of training programs to improve service quality, focusing on customer interaction skills, problem resolution, and process compliance.

What you will bring to the table: 

• 3-5 years of relevant operations forecasting experience, healthcare industry experience preferred
• Bachelors’ degree in business or related field required, MBA a plus
• Demonstrated business acumen
• Strong analytical skills
• Presentation experience for senior/executive management
• Excellent oral and written communication skills

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status,