Quality Assurance Manager - Call Center - United Vein & Vascular Centers

United Vein & Vascular Centers is a life-changing healthcare innovator that is rapidly expanding access to state-of-the-art, minimally invasive vein and vascular care as we grow our footprint across the country. The unparalleled outcomes we achieve are made possible by dynamic team members like YOU working alongside our exceptional team of skilled physicians and passionate staff.  Join us on our journey to transform lives as we raise the bar for patient service and outcomes! Explore exciting career opportunities with United Vein & Vascular Centers and unlock your potential!

We offer a supportive culture that is driven by deep commitment to the success of our patients and our teams. We invest in YOU and are dedicated to creating individualized opportunities for career advancement. In addition, we invest in our employees by offering:

• Competitive compensation package
• Outstanding work life balance
• Health, vision, and dental benefits
• 401K plan match
• Life insurance (100% company paid)
• PTO and paid holidays
• We invest substantial energy and resources in building a highly-engaged culture where your voice is heard, you are connected to a community of professionals who share your values, and you can thrive.

The Quality Assurance (QA) Manager for our call center will be responsible for setting and maintaining the highest quality standards for patient interactions. This role will play a critical part in ensuring that our call center staff consistently deliver exceptional service and adhere to regulatory requirements. The QA Manager will develop and implement communication and training plans to communicate and reinforce these standards, provide tools and support to leaders to ensure accountability, and oversee the selection and administration of a quality assurance tool to enable automated call scoring.

• Develop, implement, and maintain quality standards for patient interactions within the call center to ensure compliance with company policies, healthcare regulations, and customer service best practices.
• Design and deliver training programs and communication plans to ensure all call center staff are educated on quality standards, patient interaction guidelines, and compliance requirements. Conduct regular refresher training sessions to reinforce standards.
• Oversee the selection, implementation, and administration of a quality assurance tool to automate call scoring and quality monitoring for all patient interactions. Ensure the tool is effectively capturing relevant data and metrics.
• Collaborate with call center leaders to provide feedback, coaching, and support to ensure their teams meet or exceed quality standards. Assist leaders in holding their teams accountable through regular reviews, performance feedback, and action plans for improvement.
• Analyze quality assurance data and call scoring results to identify trends, areas for improvement, and training needs. Prepare and present reports on quality performance to senior management and stakeholders.
• Lead continuous improvement initiatives to enhance the quality of patient interactions and ensure operational efficiency. Develop and implement strategies to improve call center processes and performance.
• Ensure all call center operations and patient interactions comply with relevant healthcare regulations, privacy laws (such as HIPAA), and company policies.
• Work closely with cross-functional teams, including Operations, Training, Compliance, and IT, to ensure quality assurance processes are aligned with overall company goals and objectives.
• Demonstrate and promote a work culture committed to UVVC’s Core Values: Understanding, Nurturing, Ingenuity, Trust, Excellence and Diversity.
• Demonstrate behaviors consistent with UVVCs Standards of Conduct outlined in the Employee Handbook.
• Maintain the confidentiality and security of Protected Health Information (PHI) in accordance with UVVC policies, the Health Insurance Portability and Accountability Act (HIPAA), and other applicable laws and regulations. PHI is a top priority of our organization.
• Other related duties as assigned.

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field; equivalent work experience may be considered.
• Minimum of 5 years of experience in a call center environment, with at least 3 years in a quality assurance role, preferably within the healthcare industry.
• Strong understanding of quality assurance methodologies and tools.
• Experience selecting, implementing, and administering call scoring and quality monitoring tools.
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze data and prepare actionable reports.
• Strong organizational and project management skills.
• Knowledge of healthcare regulations, including HIPAA and other patient privacy laws.
• Proficiency in using QA software and call center management tools.
• Certification in Quality Assurance or Quality Management (e.g., Six Sigma, Lean) preferred.
• Familiarity with automated call scoring and advanced quality monitoring technologies preferred.
• Dependable; able to meet reliable attendance and punctuality standards for the role.