Ref No.: 17-00338
Location: Richmond, Virginia
Position Type:Contract
Start Date: 04/04/2017
The Quality Assurance Team Manager will have leadership and production responsibilities for the Quality Assurance team, and will be expected to assist in the development of a new Quality program for Claims.

• Develops, with assistance, a flexible, transactional-based Quality program to be rolled-out in stages as new Claims workflow system is implemented.
• Plans, designs and recommends business processes to support quality assurance activities.
• Implements recommended QA solutions as they are approved.
• Develops and maintains quality assurance documentation for projects and tasks to include quality metrics, objective and subject evidence to verify compliance to standards and applicable quality plans.
• Participates in special projects, external audits and process improvements in support of quality assurance initiatives.

• Develops processes to achieve sound risk management.
• Ensures that the QA program is applied consistently, that results of the program are accurate and consistent and that daily/weekly and monthly production goals are met.
• Provides reporting and analysis on process performance, provide monthly feedback and analysis as issues or opportunities are identified within LTC Claims processes.
• Monitors capacity and performance metrics.
• Participates in weekly/ monthly/ quarterly forums with other LTC Claims leaders to ensure appropriate feedback loops and process improvement opportunities are discussed and implemented.
• Meets functional and processing goals.
• Works closely with project teams and other Claims leaders to satisfy customers and to ensure efficient monitoring of workflows.

• Drives performance management through coaching, motivating team members, providing feedback and direction against stated goals, writing and delivering performance evaluations and taking corrective action as necessary to drive individual and/or team performance.
• Trains team in system, claims and departmental procedures. Develop and coordinate/conduct individual and group training sessions as needed.
• Recruits, mentors and develops team members.


• College degree or equivalent experience.
• Knowledge of Quality Assurance concepts.

• Demonstrated leadership skills, ability to motivate teams.
• Excellent internal and external customer service skills including patience, tactfulness, ability to remain calm and composed under pressure, effective listening skills and professionalism.
• Excellent communication, team building, and interpersonal skills.
• Ability to effectively plan, prioritize, and deliver multiple projects/assignments in a timely manner.
• Demonstrated change agent - must be able to understand, embrace, and make change happen.
• Strong proficiency in Word, Excel, Outlook and PowerPoint.
• Strategic thinker.

• Superior attention to detail.

• 1-3 years of claims team management experience.
• Experience creating and implementing new quality programs which measure consistency and accuracy of tasks.
• LTC Claims experience in quality assurance.
• Strong understanding of business process flow along with strong analytical, problem solving and judgment skills.