Healthcare Quality Assurance Manager

Who We Are:

OrthoFi is a Denver-based startup that is revolutionizing the orthodontic industry with software solutions that give doctors the capability to start more patients and to offload time-consuming front-office processes. Our patent-pending solution puts patients in control of their payment plans and makes costly treatments affordable to almost everyone. Founded by a dynamic combination of medical professionals, Wall Street veterans, and Fortune 500 executives, OrthoFi is revenue positive and poised to experience hyper-growth over the next five years. OrthoFi is on Inc. 5000’s Best Places to Work, ranked in Built in Colorado’s list of Top 100 Digital Companies in Colorado, and is #164 on the Inc. 5000 for 2018.

The OrthoFi Community is one of high trust and collaboration among a group of individuals who are driven to excel personally and professionally to achieve the team win and create raving fans of OrthoFi. People who join our community are self-starters and love a challenge! We’re looking for passion-driven, dynamic individuals that are excited about a fast-paced and fun environment. Our team enjoys the opportunity to impact people’s lives and help to create more smiles every day.

The Opportunity:

OrthoFi is building a world class team that is committed to wowing customers at every opportunity. We are looking for a Healthcare Quality Assurance Manager that will report to the Senior Director of Operations and will be responsible for ensuring that we provide best in class revenue cycle management services. We are looking for someone who is a passionate leader, someone who inspires others to grow and exceed!

What You Will Do:

• Manage a team of QA Specialists measuring the quality of Revenue Cycle Management processes
• Collaborate with operations leadership to identify quality standards & SOPs
• Develop scalable processes for measuring and providing feedback on service quality 
• Establish representative sampling plans and techniques
• Deliver evaluations with meaningful and constructive feedback
• Help agents improve their performance with specific instructions and constant support
• Discuss and explain feedback with agents in regular meetings
• Facilitate calibration sessions to maintain consistency in evaluations
• Analyze success measures and how the support team’s performance affects KPIs
• Create strategies to improve KPIs
• Assists in tool selection related to providing an effective service
• Map the need for training and onboarding programs and initiate these projects
• Monitor customer service performance on the agent and team level
• Create reports that reflect support performance
• Report team’s progress on objectives and key results
• Support and promote a service oriented culture that will have a positive impact on internal and external customer satisfaction metrics such as CSAT & NPS
• Participate in the hiring process when needed

What You Will Bring:

• Bachelor’s degree or higher
• 5+ years of experience in quality assurance
• 5+ years experience in the customer service space
• 2+ years of supervisory/management experience
• Prior experience within Orthodontic, Dental or Healthcare is preferred
• Proven track record of analytical skills
• Great people skills and ability to communicate both positive and negative feedback
• Excellent organizational skills, knowledgeable in goal-setting practices
• Understanding of key performance indicators
• Problem-solving capabilities to create meaningful strategies to improve quality
• Experience with Google Documents and/or MS Office

Perks:

• Nurturing and supportive culture
• Unlimited PTO
• Monthly team building activities
• Company and team outings
• Meditation sessions and wellness initiatives
• Peer-to-peer recognition program
• Casual dress atmosphere
• Snacks and coffee

Compensation commensurate with experience.