Quality Assurance Manager

What Is Aspirion?

Aspirion is an industry-leading provider of complex claims management services. We specialize in Complex Denials, Motor Vehicle Accidents, Worker’s Compensation, Veterans Administration and Tricare, Out-of-State Medicaid, Eligibility and Enrollment Services, and Aged AR recovery. Our employees work in an environment that is both challenging and rewarding. We ask a lot out of our team members and in return we offer flexibility, autonomy, and opportunities for advancement. We appreciate in-person interaction but support remote work for our employees. As we are committed to growth within the revenue cycle industry, we offer the same growth to our employees.

What Do We Need?

We are looking for a Quality Assurance Manager to coordinate and execute quality review and risk assessment across all Aspirion lines of service. This position works closely with the Director of Learning & Development in creating, implementing, and evaluating ongoing quality policies, programs, functions, and activities that support Operational processes, employee education, and time to proficiency.

Requirements

What Will You Do?

• Oversee performance (i.e., workload, scheduling, assignments) of team. Provide supervision, training, and guidance to team members, including responding to inquiries; managing time off requests; initiating disciplinary action measures when appropriate; and other traditional management duties.
• Oversight and management of the company-wide quality program which includes audit schedule, on-going training of Quality Specialists, maintenance of QA policies, and dissemination of lessons learned from audit findings.
• Assist Quality Specialists with regular reporting (non-conformances, high-risk areas, training recommendations).
• Work with Operation Leaders to develop and maintain performance-based scorecards for all lines of service across Aspirion.
• Support new hire and up-training programs to ensure Learner is meeting expected quality standards.
• Serve as a resource and mentor to other L&D team members.
• Audit ongoing and completed quality initiatives for accuracy and provide effective feedback to quality specialists.
• Work with Training Manager to monitor Post Training Analysis to ensure learners successfully transition from Ops training to the production floor.
• Oversee Aspirion’s formal dispute process for all lines of service. Works with business partners to ensure documented processes are up to date and disputes are resolved fairly and timely.
• Provide coaching, feedback, and guidance to ensure QA training curriculum/materials provide performance-based exercises, activities, and assessments (practice and skill checks).
• Ensure all Quality SLA requirements are met.
• Monitor day-to-day progress of all quality assurance objectives to ensure staff accountability and process integrity.
• Work with Training Manager to ensure that learners are competent when released from training as evidenced by successful completion of quality review of live work and requirements and post-training productivity and quality results (Post Training Analysis).
• Drive efforts to continually review opportunities to lean and streamline quality review, training delivery, and development processes, including demonstrating the ability to detect emerging issues and develop solid processes and controls.
• Consistently demonstrate positive peer leadership, by providing direction to staff (independent of L&D Director unless necessary), including ability to handle conflict and conduct uncomfortable conversations to accomplish objectives.
• Ensure completion of Compliance & Security training within 30 days (new hires).
• Coordinate and facilitate regular calibration assessments with Operations management team.
• Actively participate in department meetings, retreats, outings, and Aspirion team building activities and hospitality events.

What Will You Provide?

• Strong interpersonal, written, and oral communication skills.
• Ability to negotiate or exchange ideas, information, and opinions with others to formulate policies and programs and/or arrive jointly at decisions, conclusions, or solutions.
• Effective time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong mentoring and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Education and Experience Qualifications

• Bachelor's degree, or 3-5 years