Director of Quality Management
Director of Quality Management
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Salary Not Disclosed
1 Vacancy
Job Description
Discovery Behavioral Health (DBH) is seeking a Director of Quality Assurance to join our team in Los Alamitos CA. Reporting to the VP of Admissions and the National Director of Admissions the Director of Quality Assurance (QA) is responsible for assessing the quality and performance of our call center associates who deal with our existing and potential patients. The Director of QA will monitor inbound/outbound calls and webform responses to assess associates demeanor technical accuracy customer service performance and conformity to company policies and procedures. This Director of QA will be lead in developing and implementing call center quality processes and procedures; as well as providing recommendations for enhancements to training materials as needed to enhance the overall patient experience. The Director of QA will also oversee internal metrics utilizing RingCentral Salesforce PayCom and incentive plan reporting.
Responsibilities
- Develop and implement call center quality processes and procedures.
- Develop strategies to reduce risk and increase overall performance and conversion rates.
- Ensure milestones are met to support the overall business strategies set forth by our leadership.
- Lead and provide direction for effective execution of the QA and admissions department.
- Act as the primary lead on Quality Assurance activities and assigned projects
- Manage assignments in a manner that blends the organizational needs with corporate goals.
- Work in a multi-disciplinary team effectively.
- Exhibit strong organizational leadership and values to influence the success and future of DBH
Qualifications :
- Bachelors degree in social work psychology public health or a related field or equivalent work experience. (Masters preferred)
- A minimum of five years of experience in the field of substance abuse / behavioral health are required.
- Has working knowledge of Federal and State rules and regulations related to behavioral health
- Is familiar with Joint Commission standards.
- Leadership education and training and customer service skills as well as an understanding of the principles of Clinical Services Quality Management Compliance and Policy Management are required.
- Experience in developing and implementing trainings.
Not sure if you meet all the qualifications Apply anyway! To provide truly innovative care we need to have a diverse team around us. Thats why Discovery Behavioral Health is committed to creating an inclusive environment. If you find yourself meeting some but not all the above wed be happy to consider your application.
Additional Information :
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. All qualified applicants will receive consideration for employment without regard to age race color religion sex or national origin.
For more information about our company benefits please visit us at Behavioral Health seeks to build a diverse staff that is reflective of the patients we serve and the communities where we work. DBH encourages multiple perspectives experiences and strives to hire and retain a diverse workforce.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
