Quality Assurance Manager - Contact Center at Talkiatry (Remote)

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At Talkiatry, we believe mental health is health. We're a successful, high growth organization creating the gold standard in mental healthcare and helping people live their best lives. More specifically, we're solving the behavioral health crisis in America by focusing on high-quality in-network care and proprietary technology that redefines how patients access and receive psychiatric care . The result? Thr ough a personalized approach, we meet the needs of patients, physicians , and insurance partners while driving down costs and improving care. If you're searching for a mission-driven rocket ship, this is one to get on.
The PCC Contact / Service Center QA Manager will be responsible for the overall implementation and management of the Quality Assurance program. Under the direction of the Head of Patient Communications, is responsible for monitoring and providing feedback to frontline staff and contacted staff on the quality of customer interactions and contacts. This position will support managers and directors in center operations in recording, evaluating, and providing ongoing feedback on customer service and technical components for staff. This position will be responsible for providing continuous improvement in the quality assurance process along with the training process for staff. The position will support operations to focus on modeling and training exceptional customer service to ensure goals and quality standards are met. The Contact Center Quality Assurance Manager will also be responsible for providing a consistent monitoring approach throughout the CC organization along with publishing quality scores to management. This role is pivotal and Key to Clinic, Growth, and Access leadership for Talkiatry.
You are data driven, inquisitive, and use information to inform your decisions. You have experience developing policies, training staff, and optimizing workflows using our electronic medical record. You are intellectually curious and driven to improve systems for the benefit of patients and physicians.
Responsibilities :
  • Perform quality assurance functions to accomplish business coordination, monitoring, and reporting of quality assurance studies, and compliance requirements (operating procedures & HIPAA).
  • Monitor and evaluate staff handling patient/consumer contacts and provide the report and summary to management; Publish organizational quality scores.
  • Develop and implement auditing system for new employees and anyone that is in the process of receiving additional training.
  • Establish incentive and motivation techniques for supervisors to utilize when handling quality assurance.
  • Identify recommendations for managers to follow when proper quality standards are not met in order to ensure coaching is consistent across PCC groups
  • Work with operational leadership and training personnel to plan, develop, implement, and evaluate quality assessment needs.
  • Write quality assurance policies and procedures.
  • Review, track, and communicate information regarding process variations and communicates to management.
  • Maintain current and accurate records of all relevant communications, audits, corrective action plans, and effectiveness monitoring.
  • Provide recommendations for process and workflow improvements on an ongoing basis.
  • Perform functional assessments and time studies on out of system work to baseline productivity standards.
  • Participate in meetings/work groups to ensure communication and knowledge of operational activities; and assist with initial training on functions/workflow changes.
  • Perform other duties as assigned.
Desired Competencies:
  • Organized & Detail-Oriented - Data entry significant part of this role. You double and triple check information as you enter it and you have superior documentation skills
  • Analytical - Data & excel are your friends; In fact, you've never met an excel formula you didn't like
  • Resourceful - If you don't have the answer, you figure it out. You're comfortable with ambiguity and problem-solving on your own
  • Professionalism - You have a high level of integrity and are able to manage highly sensitive and confidential communications with discretion
  • Finally, you're team-oriented and want to understand + drive the larger People team strategy

  • Bachelor's Degree in a related field; OR an Associate Degree and 1-3 years' experience in business or health care related field; OR a High School Diploma, one (1) year additional schooling or training, with 3-5 years' experience in business or health care related field.
  • Outstanding customer service skills.
  • Excellent organizational, interpersonal, and internal and external public relations skills.
  • Experience and success in problem/issue identification, documentation, tracking and resolution.
  • Proficient PC skills including ability to compile spreadsheets for data collection. Familiarity and experience with Microsoft Office Suite applications
  • Exceptional verbal and written communication skills.
  • Must be detail oriented with a high level of technical expertise.
  • Demonstrated experience in developing and implementing a Contact Center
  • Operation & Control, Project Management, Quality Control Analysis, and Systems Analysis experience needed

We Offer :
  • A collaborative, diverse, f ast-paced environment in a purpose-driven company ; J oin a team of 250+ team of difference-makers
  • Flexible Location : C olleagues work virtually, in the office, or a combination of the two
  • O pportunity to learn and grow as our organization grows thanks to a best-in-class Learning team
  • Leadership committed to building a people-first , inclusive culture focused on your well-being and supporting your wellness ambitions
  • G enerous benefits including up to 100% of health care insurance costs paid from day 1, c ompetitive 401K match with immediate vesting , generous P TO plus paid holidays, and more!

At Talkiatry, we are an equal opportunity employer committed to a diverse, inclusive, and equitable workplace and candidate experience. We strive to create an environment where everyone has a sense of belonging and purpose, and where we learn from the unique experiences of those around us.
We encourage all qualified candidates to apply regardless of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.
"Doctors want to be doctors and Talkiatry is allowing them to do that by bringing creative and innovative solutions to the problems that have historically made it difficult to provide in-network care." - Georgia Gaveras, Chief Psychiatrist
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Candidate Location Eligibility:
New York City, NY

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