Manager of Opex & Quality Assurance

Company Description:

eHealth Technologies is a leading healthcare technology company that advances the delivery of life-altering care. Since 2006, we have decreased time to treatment for millions of patients and are trusted by the top healthcare systems, HIEs, and CROs throughout the United States.

Our advanced technology and compassionate team expedite the collection, organization, and delivery of medical records, images, and pathology materials so that care teams have exactly what they need, where they need it, to get their patients back on the road to recovery as quickly as possible.

Our team takes great pride in working behind the scenes for 80% of the top hospitals to help hundreds of thousands of patients every year.

Career Opportunity Description:

This role is a member of eHealth Technologies Operational Excellence team, which leads a team of Quality Analysts in several functional areas and ensures compliance with accepted processes and procedures and regulatory requirements. This individual will be passionate about working for a global company, and embody a servant leadership approach prioritizing the growth, well-being, and empowerment of employees to meet team, department, and organization goals. This position is employee, vendor, and customer facing and requires solid customer service, organizational and follow through skills. The person chosen for this opportunity will have experience working in a dynamic, fast paced, technical, team-oriented work environment that is guided by and always upholds company core values.

Primary Responsibilities:

Opex Management

• Lead and manage end-to-end project execution across multiple teams and geographies (US, HYD, AUG, Pune).
• Define project scope, goals, deliverables, and timelines in alignment with organizational objectives.
• Monitor project progress, identify risks, and implement mitigation strategies.
• Drive Operational Excellence (OpEx) initiatives and continuous improvement programs.
• Ensure compliance with HIPAA and internal data privacy/security protocols.

Quality Process Management

a.      On a monthly basis perform random audits across all Operations team members. b.      Ensure all focused audit done in a timely manner.

c.      Create a pareto of the top errors and determine root cause(s).

d.      Identify corrective/preventive actions and then work with the Operations Managers to reduce these errors.

e.      Teach/coach/mentor lower performing team members with a clearly defined goal to improve their individual attainment and/or quality score.

f.       Adheres to established business processes, policies, and regulations.

g.      Ensures all workflow, SOPs, policies, and procedures are followed appropriately with emphasis on strict adherence to HIPAA guidelines.

h.      Performs at a high level of quality to eliminate the potential for incorrect transfer of Patient Health Information.

i.        Maintains effective communication and good relationships with all eHealth employees.

1. Designing, implementing, and overseeing Quality Assurance processes in other departments/teams as required
2. Liaising with the Director of Human Resources/Manager of Training to communicate training needs as identified in the Quality Assurance process.
3. Various additional duties as determined necessary by eHealth Technologies.
4. BQM management from Quality standpoint overall (US, HYD, AUG & Pune)
5. Driving OpEx projects.
6. Communicate with managers with QA as well as OpEx team alignment.
7. QAs Learning / development plan creation and Execution.

Leadership & Supervision:

1. Support & drive the Companys Mission, Vision, Values, and strategic objectives and key results.
2. Support the departmental recruitment process by completing interviews and providing timely feedback in the candidate selection process.
3. Plans/hosts engagement team activities (virtual and/or in person) on at least a semi-annual basis.
4. Responsible for approving by-monthly/monthly reporting for all Quality Assurance team members, including approving/denying PTO requests, etc.
5. Installs a strong sense of customer focus and professionalism throughout the team. Always expected to role model company values when interacting with individuals from his/her team, customers, internal partners, etc.
6. Motivates the team in a calm and positive manner to ensure their success while providing development opportunities for Quality Analysts to exceed expectations on a regular basis.
7. Provides regular team member recognition, including personal recognition and recognizing team members throughout the larger organization through avenues such as emails, Kudos Corner, Town Hall recognition, and other company wide recognition opportunities.
8. Creates and supports a culture of trust, engagement, and inclusion for all employees.
9. Routinely monitors Team members individual performance and quality and takes necessary actions to address any performance or quality issues as soon as possible.
10. Writes and delivers 30/60/90 day and annual performance reviews and develops goals for each Quality Analyst including a developmental action plan that is reviewed and updated on a quarterly basis and shared with Director of Operational Excellence for their individual growth and development and future progression based on the employees career aspirations.
11. Monitors individual growth and development of each Quality Analyst to ensure they are performing to their best abilities. Provides ongoing performance feedback to Quality Analyst to enable them to successfully meet/exceed their job expectations.
12. Assesses and promotes training opportunities to continually increase the skill of team members.
13. Proactively works to creatively solve problems and overcome challenges.

Management reporting:

1. Following eHealth Technologies’ information privacy and security policies, procedures, standard operating procedures, appendices, attachments, etc.
2. Accessing, using, and disclosing only the minimum necessary covered information that is needed for job responsibilities, or otherwise allowed by law.
3. Safeguarding the confidentiality, integrity, and availability of covered information at all times, whether or not on duty.

Preferred candidate profile

1. High School Diploma or GED required. Bachelor’s degree in business or similar field preferred.
2. Two (2) years equivalent experience minimum required
3. Two (2) years supervisory role preferred.
4. Green Belt certified / Know of Six sigma tools.
5. Knows how to create Process Map & SOP's.
6. Call center experience desired.
7. Working knowledge of HIPAA regulations and medical terminology 
8. Demonstrated excellence in effective and professional communications (written and verbal) with internal and external customers and all levels of management.
9. Detail oriented and exhibits a sense of urgency to achieve desired results.
10. Strong leadership and organizational skills and the ability to handle multiple tasks.
11. Results-driven, action-oriented, and self-motivated mindset.
12. Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
13. Proficiency in all aspects of PC utilization including MS office, Sales Force.
14. Ability to complete tasks accurately and within strict time constraints
15. Ability to simultaneously manage several projects.

Key Relationships:

1.      Supervises a team of Quality Analysis and Operation Excellence Specialists

2.      Directly supervised by Director of Operational Excellence

3.      Interacts regularly with eHealth Technologies staff, customers, vendors, and community businesses.

Essential Functions:

1.      Physical Requirements: Extended periods of time typing, data entry, sitting, ready, writing. Lifting up to 20 lbs.

2.      Mental Requirements include: General, Visual, and Numerical Intelligence. Analytical skills. 3.      Work requires willingness to occasionally work a flexible schedule.

4.      Work from the office

US EST timing