Supervisor Quality Assurance

Supervisor, Quality Assurance & Quality Improvement
Roswell, GA
Full-time

The Supervisor of QA and QI 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.

• 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.
• Maintai…