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Florida Orthopaedic Institute · 18 hours ago

Supervisor of Quality Assurance

Tampa, FL

Full-time

Hybrid

Mid Level

3+ years exp

Florida Orthopaedic Institute is seeking a Supervisor of Quality Assurance to oversee the quality monitoring program for their Patient Access Call Center. This role involves supervising QA Specialists, ensuring compliance, and driving process improvements to enhance patient experience.

Health CareMedical

Responsibilities

Supervise and mentor Quality Assurance Specialists, providing coaching, performance feedback, and evaluations

Oversee call monitoring for inbound and outbound scheduling calls to ensure accuracy, compliance with HIPAA, and adherence to organizational scheduling protocols

Identify trends and root causes of quality issues and partner with training teams to develop targeted coaching plans and educational materials

Collaborate with call center supervisors, trainers and managers to address staff performance opportunities and enhance patient experience

Maintain and improve QA processes, tools, and documentation, ensuring consistency and regulatory compliance

Generate quality trend reports and present actionable insights to leadership

Lead calibration sessions to ensure scoring consistency among QA Analysts and leadership

Support continuous improvement initiatives that align with patient access goals and key performance indicators (KPIs)

Qualification

Call center quality assuranceHIPAA complianceHealthcare scheduling operationsSupervisory experienceCoaching skillsAnalytical skillsCommunication skills