Quality Assurance Supervisor

Mechanicsville, VA
Oct 12, 2018
Oct 15, 2018
Full Time
The Quality Assurance (QA) Supervisor executes the QA Plan which includes Complaint/Concern management, Notice Of Action investigation/ resolution and special projects as needed. The QA Supervisor also has oversight of the activities of the Quality Assurance Department and establishes positive and effective working relationships with customers, providers and agencies to establish superior customer service and to reduce the number of official complaints. Identifies highest complaint categories and devises action plans and monitors complaints for immediate and effective reduction for those categories. Essential Job Duties: * Identify highest complaint categories and devises action plans * Monitors complaints for immediate and effective reduction for the highest complaint categories * Supervises all Quality Assurance (QA) Representatives and Field Monitors * Assists all QA Representatives with overflow complaints when necessary and with tasks and problem solving * Prepares and sends certified letters to customers * Tags and identifies recorded conversations and monitors phone conversations between representatives and clients * Handles and processes customer complaints when unresolved at the representative level * Attends supervisory staff meeting * Implements instructions and policies throughout department, resolve staff concerns and serves as a liaison to other departments * Closes out all customer complaints in Excel * Works closely with Transportation Coordinators, scheduling reservations and dispatching * Processes and resolves both in-house and client complaints * Retrieves trip and provider information from LCAD system * Logs all complaints and faxes all complaints to the appropriate provider for response within three business days * Copies all complaints in transmittal log and files all complaints in appropriate provider book * Maintains individualized jurisdictional logs and enters information by date received and date due Requirements: * AA or BA/BS required * 5+ years relevant work experience * Demonstrated experience interacting with individuals, families, mental health, elder services, and health care facilities and programs. * Exceptional interpersonal, written and verbal skills. * Knowledge of clinical UR and QA, Medicaid, Medicare guidelines and covered services. * Supervisory experience required to include demonstrated people management skills and motivation techniques. * Strong attention to detail and thoroughness * Computer proficiency with Microsoft Office, Excel and Access. LogistiCare is an Equal Opportunity Employer.Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled