Quality Assurance Supervisor, Ambulatory Contact Center

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

The Opportunity

The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization. The ACC supports Neurology, Orthopedics, and Cardiovascular patients and providers

The Quality Assurance Supervisor is responsible for overseeing the day-to-day operations of the Quality Assurance programs and managing all team members. Ensures that departmental productivity and quality standards are maintained and that the Quality Assurance programs are implemented effectively to meet the organization’s needs. Responsible for keeping in-house knowledge management and training documentation up to date.

By providing direct support to the quality assurance specialists, guarantees that patients, referring providers, and other customers receive services in a customer-centered, efficient, and effective manner.

What You’ll Do

• Develop and implement coaching plans to address performance gaps. Establish and uphold quality standards. Create and maintain guidelines, rubrics, and standards for agent interactions. Develop and implement quality assurance processes, including call monitoring, documentation reviews, and tracking performance metrics.
• Monitor and assess key performance indicators (KPIs) pertinent to customer satisfaction, scheduling efficiency, and call quality. Identify trends and patterns in customer interactions to inform initiatives for quality improvement.
• Collaborate with other departments to identify opportunities for process improvement and implement strategies to enhance customer satisfaction and operational efficiency. Analyze data to identify recurring issues, trends, and potential areas for process improvement.
• Present data, metrics, and summaries as required to various stakeholders, including organizational leadership and clients. Provides insight into quality assurance performance and feedback trends for new hires to department leadership.
• Ensures the efficient and effective daily functioning of frontline staff serving patients through ongoing training and coaching. Facilitates learning and supports interactions among frontline staff members while working to maintain positive morale.
• Holds quality assurance and training staff accountable for meeting the performance metrics of the teams they support.
• As part of ongoing training and quality assurance efforts by management, consistently monitors progress and provides feedback on team member performance through audits, call evaluations, and knowledge checks.
• Responsible for the continuous assessment and problem-solving required to identify opportunities for improvement in training and quality assurance programs.
• Develops and presents individual development plans for subordinate agents to the contact center manager for approval, communicates them to the agents, and implements them.

Qualifications

What You Bring

• 2-3 years of Contact Center experience in a supervisory role required
• 1-2 years of Healthcare experience strongly preferred
• Bachelor’s Degree Business Administration and Management preferred
• MGB may review and consider experience in lieu of a degree
• Exceptional communication skills, ability to work cross functionally
• QA supervisor experience strongly preferred
• Understands metrics, trends, reporting out, presenting to clients, knows audience and is comfortable presenting at all levels

Skills for Success

• Proficiency in the Microsoft Office Suite (Word, PowerPoint, Excel, Access) or similar products and Contact Center Software
• Value and understanding of call center operations, staffing, metrics, technology and best practices.
• Strong leadership skills, ability to coach and lead by example.
• Exceptional ability to prioritize within shifting priorities, meet deadlines and be accountable for performance.
• Ability to maintain confidentiality of patient information in accordance with HIPAA guidelines.

Additional Job Details (if applicable)

Working Conditions Required

• Eastern Business Hours required M-F, typically 8a or 830a ET start time
• All remote employees must be able to connect via ethernet cable to home router/modem to access web based secure programs to complete duties compliantly
• Must have HIPAA-compliant workspace (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others, quiet and secure)

Remote Type

Remote

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement:

Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

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