Job description
Summary of Position
- Promote quality achievement and performance improvement throughout the organization.
- Frequently interface with and direct quality management counterparts or vendors to continuously improve performance for
end-to-end results across the EmblemHealth value stream.
- Implement statistical process control on critical quality metrics by overseeing various initiatives to improve our member
Principal Accountabilities
- Lead a team of Quality Analysts that assess, evaluate, and implement scalable and efficient process redesigns that
- Work to update and develop complex processes; coordinate end to end solutions with internal stakeholders.
- Direct and manage vendor quality operations by conducting capability analyses, transactional audits, quality program
- Engage and lead daily or weekly huddles, transactional reviews, corrective action drilldowns and call calibrations with
- Drive transformational quality initiatives through growth development, and application of systemic Problem Solving
- Develop and maintain appropriate relationships with all stakeholders to facilitate the successful accomplishment of
- Mentor and lead team members to review, analyze and report statistical findings through critical thought and clear
- Acquire an understanding of current state process, analyze processes, data and systems- identify improvement
- Partner with Operations stakeholders to share data analysis, future state process, re-designs and quantified process
Education, Training, Licenses, Certifications
- Bachelors’ Degree, preferably in Healthcare, Business, or related quantitative field of study.
Relevant Work Experience, Knowledge, Skills, and Abilities
- 5 – 8+ years of relevant, professional work experience required
- Experience in Quality Management and Improvement, Change Management, and Customer Experience required
- Additional experience/specialized training may be considered in lieu of educational requirements required
- Energy, drive and passion for End-to-End excellence and customer experience improvement required
- Excellent collaboration skills and the ability to influence management decisions required
- Strong problem solving and analytical skills that can be applied across all types of business problems required
- Strong facilitation, verbal and written communication and presentation skills required
- Solid coaching and mentoring skills to continuously develop staff core competencies at vendors required
- Demonstrated Customer Experience focus and 1 year of process improvement experience required
Additional Information
- Job Type: Standard
- Schedule: Full-time
- Employee Status: Regular
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