Manager, Quality Assurance

SUMMARY:

Alegeus is the market leader in consumer directed healthcare solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts, the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare. Over 300 clients – including health insurance plans, third party administrators and financial institutions – leverage Alegeus’ deep expertise and proven technology to administer benefit accounts for more than 29 million members and process more than $8.9 billion in consumer healthcare payments annually. As the healthcare and benefit markets continue to evolve, Alegeus delivers solutions that enable clients to evolve their service offerings, operate their businesses more efficiently, and focus on their customers.

Alegeus is part of the Vista Equity Partners portfolio of companies, working in partnership with the market-leading technology investment firm to reinvent the consumer directed healthcare marketplace. Our talented associates benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth.

Alegeus seeks a Manager, Quality Assurance to join their dedicated, passionate team of professionals. The Manager, Quality Assurance will be responsible for monitoring and evaluating the quality of work as measured against timeliness, accuracy, and productivity standards. Documents quality issues, performance measures and quality improvements for management review. Provides information to assist in giving feedback to employees, and in the training of employees. Ensures proper application of and compliance with internal and regulatory standards, guidelines and procedures.

MAJOR RESPONSIBILITIES:

• Manage a team of Quality Analysts and Associates
• Achieve high-level quality scores month over month for the department
• Drive special programs and projects needed to continually refine and improve operations performance
• Monitor monetary and non-monetary transactions, phone calls and written inquiries for accuracy
• Provide feedback, reporting, and best practices to team managers for follow ups with the representatives
• Weekly, Monthly and Year-To-Date reporting on quality issues and concerns

Required Qualifications:

• At least 5 years of Quality Assurance experience
• At least 3 years in a Manager role
• Knowledge of productivity and accuracy standards
• Enjoyment of mathematical analysis and statistical sampling
• Expert-level understanding of benefit plans such as Health Savings Accounts, Health Reimbursement Arrangements, and Flexible Spending Accounts
• The desired candidate should be comfortable integrating technical and soft skills and should be excited to help their colleagues improve their work

Preferred Qualifications:

• A passion for healthcare consumerism
• Excellent Verbal and Written Communication Skills
• Extreme Attention to Detail
• Positive Attitude
• Strong outside-in, customer-focused mindset
• Strong Problem-Solving Skills
• Requisition ID : 1285