Quality Assurance Supervisor

Job Description Summary : Our mission of providing care to the world at a moment's notice is at the heart of everything we do. We are caregivers, first and foremost and we will be there when you need us.

With more than 38,000 employees, Global Medical Response teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services around the world. We provide end-to-end medical transportation as well as fire services, integrated healthcare solutions and disaster response.

JOB SUMMARY
The Supervisor of Quality Assurance is responsible for the maintaining unit deployment and contract management, shift accountability, coordinating daily operations, and developing and executing prescribed policies and procedures. This position conducts quality improvement case reviews, data management, feedback, continuing education development and training. Assists in bringing resolution to all clinical complaints and investigations serving as the customer liaison. Is active in the development, coordinating and administration of continuing education and remedial training in the scope of Quality Assurance and Improvement. These responsibilities are inclusive of the long-term goals of the Communications Center, as well as the daily actives and functions of the Communications Center.

ESSENTIAL FUNCTIONS/DUTIES
* Maintains exceptional knowledge of specified service contracts.
* Effectively communicates with and motivates employees.
* Serves as a departmental resource and deals effectively with operational difficulties within the communications center. Interacts to effectively bring resolution to departmental issues and provides adequate follow-up.
* Effectively deals with departmental conflicts and provides adequate follow-up.
* Maintains departmental records and reports as assigned.
* Manages and maintains GMR's system status plan and assures departmental compliance.
* Promotes high level of morale among department employees.
* Develops skills and talents of all personnel and ensures equal employment opportunities for all employees.
* Participates in quality improvement activities; assists in maintaining compliance with all established customer service standards.
* Facilitates communications/field problem resolution
* Participates in filling vacancies for sickness, vacation, and other time off.
* Prepares written reports and summaries as requested.
* Supports and upholds established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards.
* Maintains performance levels consistent with departmental standards.
* Maintains a calm, non-emotional and professional atmosphere in the communications center at all times.
* Maintains competency and enhances professional growth and development through continuing education, conferences, and seminars.
* Maintains positive behaviors, approaches, attitude, and commitment to interpersonal service toward customers, visitors, and coworkers.
* Attends scheduled department meetings and training sessions.
* Develops, monitors, and implements emergent and non-emergent triage processes.
* Ongoing oversight and development of all Quality Assurance/Improvement processes
* Ensure customer service levels are met through call review, customer relation meetings serving as the customer quality assurance liaison.
* Monitors staff performance and triage flows for customers.
* Functions as a System Status Controller when necessary.
* Formulates improvement plans in response to customer variances within the triage processes.
* Reviews of clinical campaigns for appropriate disposition assignments.
* Serves on several subcommittees, i.e. Medical Dispatch Review Committee and AMPDS Steering Committee as well as appropriate local, regional and State dispatch related committees or groups as assigned. This individual may also participate in NAEMD activities if requested.
* Reviews trade literature for pertinent information and relevant new technology to keep the call center current with the industry.
* Development, administration and implementation of Quality Assurance/Improvement projects, goals, and objectives for the communications department.
* Understands and maintains equipment located in the communications center ensuring efficiency of operations.
* Effectively communicates, motivates, and promotes high level of moral among employees.
* Develops skills and talents of all personnel and ensures equal employment opportunities for all employees.
* Troubleshoots communications center equipment, and reports failures to the information technology department.
* Maintains a calm, non-emotional and professional atmosphere in the communications center at all times.
* Maintains competency and enhances professional growth and development through continuing education, conferences, and seminars.
* Maintains positive behaviors, approaches, attitude, and commitment to interpersonal service toward customers, visitors, and coworkers.
* Attends scheduled department meetings and committees.
* Adhere to all company policies and procedures.
* Perform other duties as assigned

QUALIFICATIONS
Experience:
* 1-year related experience preferred
Education:
* High School Diploma or equivalent
Skills:
* Strong personnel management and staff development skills.
* System Status Management experience.
* Excellent time management and organizational skills.
* Ability to perform in a high stress environment.
* Ability to concentrate on fine detail with constant interruption.
* Ability to interact effectively with internal and external customers.
* Effective oral, written, and interpersonal communication skills.

Credentials/Licenses: | Job Description :

WORKING CONDITIONS AND MENTAL/PHYSICAL REQUIREMENTS Working Conditions:
* Occasionally: Noise.
* Frequently: Extended day
* Constantly: Works with and around others, face-to-face contact, verbal contact with others, shift work, days, nights, weekends, holidays, inside.

Physical Demands:
* Occasionally: Touching, walking.
* Frequently: Walking inside, reaching, kneeling, stooping, bending.
* Constantly: Hearing/listening, conversations, clear speech, sitting, seeing, dexterity, hand, finger, typing 35 wpm, sitting, seeing, color vision.

Mental Requirements:
* Occasionally: Complex reading and writing, memorization, higher math skills.
* Frequently: Simple reading and writing, problem solving, judgment, reasoning, decision making.
* Constantly: Analyzing, perception/computation, simple math skills, decision making.

GUIDING VALUES AND BEHAVIORS
Employee must consistently exhibit our guiding principles:
* Patient Care - We continually earn the privilege to care for our patients. It is at the forefront of everything we do.
* One Team - We respect each other and achieve together what no individual can alone.
* Innovation - We are driven to develop solutions that inspire progress.
* Vigilance - We will never waver in our commitment to safety and preparedness in the fulfillment of our duties.
* Ownership - We are accountable for what we do and take pride in how we do it.
* Citizenship - We are dedicated to being good stewards in the communities we serve.

REPORTING RELATIONSHIPS
Reports to: Operations Manager
Interrelationships: Operations Support/Quality Assurance

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.