SUMMARY

Perform as front-line Quality Manager. Stay connected with personnel, monitor performance, boost morale, identify concerns, receive feedback, maintain organizational communication, and handle low-level technical issues. Coordinate work activities and services provided.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Track and ensure we maintain a ready and compliant workforce by executing the Patient Access System (PAS) annual training plan.

• Update, monitor, and maintain data integrity within our QC Tracking System.

• Execute semi-annual inspections on the team’s Area of Responsibility (AOR).

• Ensure employees receive and acknowledge appropriate training and coordination of activities as outlined within the Training Plan.

• Conduct scheduled and/or un-scheduled inspections focusing on one of the Service Summary elements to ensure all performance areas are evaluated at least semi-annually.

• Accomplish routine surveillance of employee performance, customer surveys, and Team Lead feedback.

• Perform a minimum of five (5) no-notice spot inspections per week, to include team personnel, privacy practices, administrative documentation, safety, quality, training, and other related requirements.

• Provide subject matter expertise to working groups, planning documents, training plans, contingency response plans, training analysis and analytics.

• Identify and implement corrective and preventive actions to address all findings.

• Monitor effectiveness of corrective and preventive actions to ensure expected outcomes.

• Act as the local area expert for performance measurement checklists.

• Provide performance data and information to the Project Manager (PM).

• Ensure the workforce is fully trained and qualified to conduct job tasks.

• Use approved methods and procedures to obtain high standards of quality.

• Keep the PM informed of the current performance status.

• Maintain regular and punctual attendance.

• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Oversee administrative staff. Lead and manage training and instruction activities.

MINIMUM QUALIFICATIONS

• High School Diploma or GED required.

• At least three (3) years of experience working in a call center environment.

• At least one (1) year of experience working in a call center supervisory role.

• Proof of completion of TRICARE online training and have a solid understanding of the TRICARE online appointing and referral process.

• Possess or complete MHS Genesis training.

• Possess or complete training on the MHS Genesis function and the MHS Genesis appointing function.

• Possess or complete Privacy Act and HIPAA, Data-Safeguarding, Anti-Terrorism, Interacting with Government Employees, MHS Genesis, appointment booking, and policy training in a trainer-to-trainer format.

• Possess or complete training on the secure messaging platform and be capable of managing inbox volume.

• Proficiency in call center software and Microsoft Office Suite.

• Ability to analyze data and generate reports.

• Must be proficient in writing and understanding English. Must be able to clearly speak English and be understood by patients and clinic staff.

• Must be able to obtain clearance to access the work site located on a military installation and be granted a Common Access Card (CAC).

• Must obtain and maintain any necessary security access and/or background checks (U.S. citizenship required).

DESIRED QUALIFICATIONS & SKILLS

• Experience in a healthcare setting and patient access, specialty care referral, and reporting experience is highly desirable.

• Strong leadership and management skills.

• Excellent communication, interpersonal abilities, and telephone etiquette, with strong written, verbal, and electronic communication skills.

• Excellent customer service skills.

• Knowledge of the operation and maintenance of quality monitoring and reporting programs and systems.

• Knowledge of General medical ethics.

• Operational computer skills with good general working knowledge of word processing, and Microsoft applications (including Windows, Word, Excel, Outlook).

• Ability to define problems and obtain solutions.

Job Requirements:

WORK SCHEDULE

Full-time. May be required to work additional hours as needed to complete assignment or project.

TRAVEL

The expected travel time is less than 10%.

DRIVING REQUIREMENT

None.

WORK ENVIRONMENT

Work is primarily performed in a professional office setting, including the normal office equipment (e.g., computer, fax machines, copier) and with a wide variety of people in differing functions, personalities, and abilities.

PHYSICAL DEMANDS

Frequent sitting, standing, walking, or to be or remain in a position or state of inactivity. Occasional lifting of up to 30 lbs. It is Katmai’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

COMPENSATION & BENEFITS PACKAGE

• Salary is: $47,840.00 - $54,080.00 per year

• Eligible Benefits: Medical, Dental, Vision, Group Term Life & AD&D Insurance, Voluntary Life and AD&D Insurances, Voluntary Long-Term & Short-Term Disability Insurance, Dependent Spouse Life Insurance and Dependent Life Insurance, Prescription Drug Coverage, Hearing Coverage, 401(k) Savings Plan, Employee

Compliance:

To be considered for this position, all applicants must apply on the company website, https://katmaicorp.com/life-at-katmai/

We are a VEVRAA Federal Contractor

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, marital status, familial status or any other characteristic protected by law. https://katmaicorp.com/life-at-katmai/#equal_opportunity Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).

Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.

Requisition ID: 3556