Essential Duties and Responsibilities:
- Assess and evaluate staff performance based on established goals and standards.
- Identify and develop areas of opportunity for direct reports.
- Manage QC supervisors' performance management and tracking methods.
- Strategically partner with multiple departments to identify and implement changes that will drive positive quality performance.
- Develop reports and presentations related to quality initiatives.
- Act as the point of contact when the Senior Quality Manager is unavailable.
- Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
- Oversee the day-to-day functions of the Quality Assurance (QA) department.- Manage an effective quality assurance program that monitors for and resolves issues before they become problems.- Supervise the development and regular update of policies and procedures.- Evaluate the need for and ensures the provision of necessary training for project personnel, providing up-to-date information on relevant programs, community resources, and options for consumers.- Arrange staff training on a regular and ongoing basis. Ensure project training program meets all corporate requirements.- Provide project leadership with updates on all issues regarding quality, operations, training, and policy and procedures.- Provide leadership to all staff in the areas of quality improvement as it relates to process improvement, customer service and conflict resolution.- Prepare reports and briefings for project leadership and review monthly and quarterly project status reports provided to the Department. Minimum Requirements
- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
- Virginia residency required.- Experience supporting the Virginia Enrollment Broker Services team preferred.- Strong operations and client management skills required.- Healthcare, Managed Care, Medicaid, CHIP and/or Government experience preferred.- Call center experience a plus.
Home Office Requirements:- Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net).- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.- Must currently and permanently reside in the Continental US. EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.