Quality Assurance Manager

<b>At LogistiCare, you have the ability to define your own career journey and enjoy the ride along the way and make possibilities real. Your growth is our objective. Whatever your passion, you’ll have the opportunity to find the career you’re looking for, learn and grow in your role, and make a difference in the lives of others. And you’ll do it alongside colleagues you can count on, in a vibrant work environment, with leadership that puts you first. <br/><br/>Sound like a good career fit? </b>

Atlanta, GA


<strong><a href="http://www.logisticare.com/" target="_blank" rel="noopener noreferrer">Who We Are: Transportation &amp; Integrated Health Services</a><br /></strong>Nation&rsquo;s largest manager of non-emergency medical transportation, provides 69+ million rides annually in 39 states and D.C. Supports integrated health care programs, improving care coordination for members and their corresponding providers and hospital networks.<br /><br /><strong>What We Value Most &ndash; YOU<br /><br />Benefits - The Whole Package&nbsp;</strong><br />Medical, Vision, Dental, Disability, EAP, Legal, Voluntary Life Insurance, Group Life &amp; AD&amp;D, Flexible Spend Account, Paid STD &amp; LTD, Vacation &amp; Holidays<br /><br /><strong>Culture - Why You Want to Come to Work Every Day</strong><br />Casual Dress - Business Casual, Relaxing - Comfy Lounge Areas, Excitement -Themed&nbsp; Luncheons, Great Hours &amp; Set Shifts - (Mon. &ndash; Fri.)<br /><br /><strong>View Featured Positions Below OR Check Out <a href="https://recruiting.adp.com/srccar/public/RTI.home?c=2153313&amp;d=ExternalCareerSite" target="_blank" rel="noopener noreferrer">All&nbsp;Career Journey Opportunities&nbsp;with LogistCare</a></strong> http://www.logisticare.com/

keywords: quality assurance,operations,compliance,management,research,performance,support,experience,education,knowledge,skills


Overview: <br/><br/>The Quality Assurance (QA) Manager will manage the QA Plan which will include Complaint/Concern resolution, Compliance and all QA activities. He/She oversees all activities of the Quality Assurance staff and establishes positive and effective working relationships with customers, providers and agencies to establish superior customer service. <br/>
Responsibilities: <ul><li>Essential Duties & Responsibilities: <br/><br/> <br/></li><li> Identify any trends in complaint categories and devise action plans for immediate and effective reduction of complaints <br/></li><li> Ensure timely communication, review and resolution of complaints and concerns raised by recipients, facilities and transportation providers <br/></li><li> Compile daily issue reports and provider time-response compliance reports <br/></li><li> Identifies and trends complaint categories and devises action plans for immediate and effective reduction of complaints <br/></li><li> Makes verbal contact with complainant (and Medicaid member's family when appropriate) within 24 hours of LogistiCare's receipt of a complaint <br/></li><li> Submits responses to the complaint within 72 hours of LogistiCare's receipt of a complaint <br/></li><li> Enlists support of, seeks to work cooperatively with, and coordinates communications and investigations with LogistiCare's staff during the 72 hours following receipt of a complaint <br/></li><li> Ensures each complaint has been properly addressed tracks the status of the complaint process <br/></li><li> Responsible for and processes all Tier I complaint activities both in-house and client complaints <br/></li><li> Provides immediate updates to Senior Management on issues regarding the resolution of all Tier I complaints <br/></li><li> Verbally updates General Manager and Operations Director daily on outcome of his/her communications with complainant (and Medicaid member's family when appropriate) and resolution of service issues and/or complaints <br/></li><li> Composes and/or approves the composition of LogistiCare's written responses to complaints <br/></li><li> Complete customer quarterly quality initiative audits and annual audits <br/></li><li> Attend customer meetings regarding quality of service and/or reporting <br/></li><li> Establishes client files and maintains records <br/></li><li> Supervises and assists all Quality Assurance Representatives with overflow complaints when necessary and with tasks and problem solving <br/></li><li> Implements/develops instructions, policies and procedures throughout department; resolve staff concerns and serves as a liaison to other departments <br/></li><li> Works closely with all managers regarding service issues <br/></li><li> Maintains various databases including but not limited to contracts database <br/></li><li> Prepare quarterly provider report cards <br/></li><li> Research issues related to customer satisfaction surveys <br/></li><li> Ensures provider credential/compliance files are complete and current <br/></li><li> Gather information related to member injuries and provider accidents <br/></li><li> Provides oversight of vehicle and driver contractual compliance information and works closely with the transportation manager to notify providers when updates are due <br/></li><li> Salary will be commensurate to incumbents experience and prior training <br/><br/>Note: This description is not intended to be all-inclusive. Employee may be requested to perform other duties from time to time. <br/><br/> <br/><br/><br/></li></ul>
Requirements: <ul><li>Education: <br/><br/> <br/></li><li> BA/BS degree preferred <br/></li><li> Masters in Social Work or similar certification a plus <br/><br/>Experience: <br/><br/> <br/></li><li> 5 years relevant work experience and at least 3 years management/supervisory experience <br/></li><li> Demonstrated experience interacting with individuals, families, mental health, elder services, and facilities and programs <br/></li><li> Demonstrated experience in writing and revising policy and procedures as needed <br/><br/>Skills: <br/><br/> <br/></li><li> Strong verbal, written and interpersonal communication skills <br/></li><li> Ability to communicate effectively with clients and providers and make public presentations <br/></li><li> High level of technical competence to include proficiency with Microsoft Office Suite; advanced Excel skills a plus <br/></li><li> Excellent problem solving skills: must be able to develop and implement action plans to address issues <br/></li><li> Demonstrated experience interacting with individuals, families and health care and/or elderly care facilities and programs <br/></li><li> Exceptional interpersonal skills with excellent verbal and writing skills <br/></li><li> Ability to think creatively and use various methods in problem solving; ability to anticipate and resolve problems <br/></li><li> Superior analytical and investigative abilities <br/></li><li> Knowledge of clinical UR and QA, Medicaid, Medicare guidelines and covered services a plus <br/></li><li> Ability to multitask and meet deadlines <br/></li><li> Excellent time management and organizational skills <br/></li><li> Must be able to prioritize duties <br/></li><li> Proven and effective leadership and supervisory skills <br/></li><li> Ability to teach, coach, motivate and lead subordinates <br/></li><li> Patient listening and strong conciliation skills <br/></li><li> High level of technical competence to include proficiency with Microsoft Office including Access and Excel with 4 years of development detailed reporting and modeling <br/></li><li> Type at least 35 words per minute with 95% acuracy <br/></li><li> Working knowledge of Internet Engines <br/><br/>Competencies: <br/><br/> <br/></li><li> Communication, Oral - Ability to communicate effectively with others using the spoken word <br/></li><li> Communication, Written - Ability to communicate in writing clearly and concisely <br/></li><li> Customer Oriented - Ability to take care of the customers' needs while following company procedures <br/></li><li> Decision Making - Ability to make critical decisions while following company procedures <br/></li><li> Detail Oriented - Ability to pay attention to the minute details of a project or task <br/></li><li> Interpersonal - Ability to get along well with a variety of personalities and individuals <br/></li><li> Management Skills - Ability to organize and direct oneself and effectively supervise others <br/></li><li> Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability <br/></li><li> Problem Solving - Ability to find a solution for or to deal proactively with work-related problems <br/></li><li> Relationship Building - Ability to effectively build relationships with customers and co-workers <br/><br/>Environmental and Working Conditions: <br/><br/> <br/></li><li> Approximately 20% o work time is conducted in office setting and approximately 80% wll require travel <br/><br/><br/><br/></li></ul>