Supervisor, Operations Quality

The Supervisor, Operations Quality is responsible for overseeing the day-to-day execution of quality assurance programs across operational departments such as Customer Service, Correspondence, Operations Support, and Repricing. This role ensures consistent application of quality standards, supports QA staff development, and drives adherence to audit processes, calibration standards, and performance expectations.

Key Responsibilities

• Supervise daily activities of QA specialists across multiple operational areas
• Ensure consistent execution of QA audits, scorecards, and monitoring processes
• Review completed audits for accuracy and consistency
• Conduct calibration sessions to ensure scoring alignment
• Provide coaching, feedback, and performance management
• Monitor QA productivity and turnaround times
• Identify trends and support corrective actions
• Ensure compliance with HIPAA, CMS, and internal policies
• Escalation management and issue resolution
• Support for training initiatives and documentation maintenance
• KPI monitoring and operational reporting support
• Partnership with operational leadership teams across departments

Knowledge, Skills, and Abilities Needed

• Strong understanding of healthcare operations and payment integrity
• Knowledge of QA methodologies and audit processes
• Coaching and leadership skills
• Strong analytical and communication skills
• High attention to detail

Required and Preferred Qualifications

• Bachelor’s degree or equivalent experience
• 3–5 years QA or healthcare operations experience
• Supervisory experience preferred
• Familiarity with HIPAA and CMS guidelines, and healthcare compliance standards
• Experience with call monitoring systems, document intake handling, printing technology, and file management