Manager – Quality and Training

Summary

The Manager – QA, Training & Access is responsible for overseeing the Quality Audit (QA) program, managing QA system access, maintaining accuracy of the staff roster, and leading documentation efforts including SOPs and training materials. This role provides leadership to both domestic and global teams, ensuring operational accuracy, compliance, and efficiency across the organization. The ideal candidate brings strong leadership skills, healthcare operations management experience, and a demonstrated ability to drive quality and performance improvements.

Duties and Responsibilities

• Lead the quality audit program for all team members; identify trends, gaps, and opportunities for process improvement.
• Partner with domestic and global quality leaders (including the Qodex team) to implement corrective actions and best practices.
• Monitor the accuracy and completeness of audit results, ensuring compliance with standards and client requirements.
• Develop and implement strategies to enhance audit processes, tools, and outcomes.
• Oversee the Atlas QA user access request process, ensuring timely submissions, monitoring, and issue resolution.
• Lead the creation, updating, and rollout of SOPs, job aids, and training materials to support quality initiatives.
• Ensure documentation is accurate, accessible, and reflective of current processes.
• Track training rollout and compliance to ensure team readiness and knowledge alignment.
• Develop informational presentations for monthly QA and leadership meetings, highlighting key data points, trends, and areas of opportunity.
• Communicate regularly with senior leadership, department heads, and partner leaders to provide updates, share insights, and align on strategic initiatives.
• Facilitate collaboration across domestic and global teams to promote standardization and continuous improvement.

Supervisory Responsibilities

• Provide direct leadership to the domestic quality audit team and partner with global audit team management.
• Assign and monitor workloads, ensuring tasks are completed accurately, on time, and in alignment with organizational standards.
• Set clear, measurable goals for individual and team performance; hold team members accountable for meeting expectations.
• Conduct regular one-on-one and team meetings to review performance, address concerns, and ensure alignment with departmental priorities.
• Develop team members through coaching, mentoring, and cross-training opportunities to support professional growth and career development.
• Address performance challenges promptly through corrective action, additional training, or realignment of duties as needed.
• Foster a culture of continuous improvement by encouraging staff to identify opportunities for efficiency, accuracy, and service excellence.
• Promote collaboration across domestic and global teams to ensure consistency of processes and quality outcomes.
• Maintain staffing schedules, approve time off, and ensure adequate coverage for business needs.
• Support onboarding and training for new team members, ensuring they are fully integrated and equipped to succeed.
• Recognize and reward strong performance to promote employee engagement, morale, and retention.
• Ensure compliance with company policies, client requirements, and applicable regulations in all team activities.

Qualifications

Required

• Bachelor's degree or minimum of 3 years' experience in healthcare operational management or a related role.
• Demonstrated leadership and team management skills with the ability to motivate and inspire others.
• Strong communication, interpersonal, and problem-solving abilities.
• Knowledge of healthcare revenue cycle operations and compliance requirements.

Preferred

• CRCR (Certified Revenue Cycle Representative), CHFP (Certified Healthcare Financial Professional), or CQPA (Certified Quality Process Analyst) certification.
• Experience with Epic EHR.

Work Environment

• Remote/home office environment; a quiet, private workspace is required.
• Professional attire required when on camera during video calls.
• Uses standard office equipment including computers and phones.
• All work must comply with HIPAA and applicable healthcare privacy regulations.
• Must use only organization-approved devices and secure VPN connections.
• No patient information may be stored on personal devices.

Physical Demands

This is largely a sedentary role requiring use of a keyboard, mouse, and other devices for typing, clicking, and navigating software systems.