Supervisor, Quality Assurance

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.
The Quality Assurance Supervisor will be dedicated to enhancing the patient experience within our Access Center. This role plays a pivotal role in ensuring service excellence by focusing on coaching and developing the skills of both Quality Assurance (QA) Analysts and front-line staff. This position combines a deep understanding of QA methodologies with a passion for coaching and creating a positive impact on the patient journey.

• JOB DUTIES AND RESPONSIBILITIES:
• Lead a team of Quality Assurance Analysts in evaluating and assessing the patient experience in the Access Center. Provide strong leadership and mentorship to QA Analysts, fostering a collaborative and growth-oriented team culture.
• Develop and implement a comprehensive coaching program for QA Analysts, enhancing their ability to provide constructive feedback and support to front-line staff. Create coaching strategies that align with patient-centric service goals, emphasizing empathy, and effective communication.
• Oversee the monitoring and evaluation of patient interactions within the Access Center to ensure adherence to quality standards and patient experience benchmarks.
• Drive continuous improvement initiatives by identifying trends, areas for development, and implementing strategies to elevate the overall patient experience.
• Collaborate with Training and Development teams to design and implement training programs focused on enhancing communication and interpersonal skills for front-line staff.
• Utilize data analysis tools to identify key performance indicators and trends related to patient experience, providing insights for improvement.
• Establish a feedback loop to communicate trends and areas of excellence to front-line staff, encouraging a positive and patient-centric culture.
• Work closely with Access Center leadership and other relevant departments to align coaching strategies with organizational goals and objectives.
• Other duties as assigned.
• EDUCATION:
  Bachelor's degree in a relevant field required. Master's degree preferred.
  TRAINING AND EXPERIENCE:
  3+ years' demonstrated leadership experience, overseeing and motivating team to achieve successful outcomes in a collaborative work environment. Proven experience in Quality Assurance within a healthcare or customer service setting.

Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!
St. Luke's University Health Network is an Equal Opportunity Employer.