CQI Supervisor

We’re business engineers. Process pros. We’re not satisfied until we make your work work better.

Reports directly to the CQI Manager. Designs and develops the CQI business work flows, processes, and procedures for all HBC operations units. Sets up the processes and oversees the implementation of the monitoring technologies that will be used to perform quality assurance monitoring. Coordinates with the Operations/Training Manager to define integration points between CQI and training functions. Works with the Operations/Training Manager to develop QA and performance-related training content. Handles/mediates all CQI disputes.

**Principal Duties and Responsibilities:** * Serve as liaison between CQI Manager and CQI HBCs. * Provide direction for CQI HBCs in meeting service level and productivity expectations. * Help establish work procedures, prepare work schedules, and expedite workflow. * Assist CQI HBCs in problem resolution. * Collect, compile, and report CQI review results on a daily basis. * Review quality reports to identify trends and areas for training and/or process improvement. * Assist training unit to evaluate and design/redesign staff performance/certification standards and requirements based on quality review findings. * Assist CQI HBCs with evaluating quality for the organization, including call monitoring, verification of eligibility decisions, Enrollments, Document Control, Call Center, Enrollment, Premium Processing etc. * Maintain regular reporting of evaluation results and recommendations. * Escalate urgent issues to the CQI Manager and other internal personnel for immediate resolution. * Interact on a daily basis with all Department Supervisors regarding the quality assurance process as it relates to unit performance. * Maintain technical and program policy proficiency in the NJ Family Care program and maintain proficiency in contract requirements. * Ensure CQI staff consistently maintains compliance with contractually required performance standards. * Counsel staff on performance and identify training/re-training needs as appropriate. * Coach and mentor CQI HBCs regarding quality assurance processes and techniques. * Supervise and monitor daily productivity of CQI HBCs to include conducting performance reviews on at least an annual basis. * Compile QA review results for quality assurance scorecard reporting * Prepare daily, weekly, and monthly reports as required by the contract. * Other duties as assigned.

* A minimum of two years' experience in a leadership role. * Ability to maintain strict confidentiality. * Ability to handle multiple tasks and meet deadlines; flexibility under pressure. * Ability to work with people of diverse backgrounds * Capable of working independently. * Must have excellent interpersonal and organizational skills. * Must have excellent verbal and written skills. * Must be proficient in Excel and Word. Access skills are a plus. * Requires strong leadership skills, willingness to coach/develop staff and ability to resolve conflicts in a cordial manner. * Exceptional Customer Service skills and proven ability to perform in an unpredictable, fast-paced environment. * Bilingual capabilities a plus. * All other duties as assigned.