Manager Training & Quality Assurance
Bcidaho

Job Info

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Blue Cross of Idaho is looking for a Manager, Training & Quality Assurance to oversee and provide expertise related to the training, quality assurance, and knowledge management programs for the Contact Center and Operations departments. Working with the Director of Training and Quality, this role is responsible for developing the strategies for the quality process and training programs for the Customer Service, Provider Relations, Provider Information Management/Credentialing, Appeals & Grievances, Enrollment & Billing, and Claims departments. This role establishes and maintains a system that evaluates the quality of consumer experience and is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved.

To be considered for this opportunity, you have:

Experience: 7 years' of corporate training development, quality assurance, or related experience, to include leadership; preferably in health insurance or healthcare industries.

Education: Bachelor's Degree or equivalent work experience (Two years' relevant work experience is equivalent to one-year college)

To be successful in this role, you have:

• Knowledge of adult learning principles and training methodologies
  
• Knowledge of contact center, order processing and back-office operations, including quality assurance metrics, analytics and processes
  
• Continuous improvement techniques and mentality
  
• Ability to apply knowledge of quality assurance concepts, principles and techniques to develop and implement quality and training programs
  
• Ability to establish, maintain, and foster positive and effective working relationships with staff and cross-departmental resources and individuals
  
• Used trend analysis and developed an application of metrics
  

In this role, we will ask you to:

• Ensure metrics relative to training and quality are reviewed and propose areas for improvement to processes, methodologies and deliverables.
  
• Oversee the development and delivery of formal education processes for new hires and ongoing experienced employees.
  
• Evaluate training program effectiveness, thought analysis of survey feedback and quality review outcomes, revising programs accordingly.
  
• Ensure documentation for knowledge management is up to date and consistent for Customer Service, Enrollment & Billing, and Claims Administration.
  
• Provide direction for new and ongoing training and quality assurance initiatives.
  
• Accountable to build, update, and execute a Quality and Training Plan as well as implement and lead the program.
  
• Review, evaluate, and report operations results to overall and individual performance against established standards and samplings. Provide feedback, conduct process reviews, and analyze metrics that identify areas of improvement. Develop and implement process improvement plans.
  
• Coordinate the review and response to Internal Audit findings.
  
• Perform other duties and responsibilities as assigned.
  

Reasonable accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

This job has expired.