SME_HIM

Full Job Description – Quality and Training Manager

Quality is the promise we make to our customers and that is what results in client satisfaction and retention. If you love providing excellent service to our customers and are passionate about quality, you are the person we are looking for.

We are in Health Information Management. The service we provide in this department helps deliver the right information for the right patients. The patient chart is complete only when all this data is available as part of the patient chart. Physician review the complete chart and make the proper decisions for patient care.

We receive digital images of documents that are associated with patient care. These have to be read by humans, identify the patient to which this should be attached. Then, based on the content, these documents have to be classified into one of over 250 document types. This requires extensive knowledge of medical terminology including disease classification (ICD-10). This is paramount for providing proper care to the patient. What we deliver is imported by Electronic Health Records like NextGen, EPIC, Cerner etc. and available for the physicians within a few hours.

To deliver Quality, we believe that crucial elements are Training and the audit process with proper analysis and feedback to the operators.

Roles and Responsibilities

To deliver quality you have to:

• Impart and maintain a culture of quality throughout the department

• Engage with the client when onboarding new clients. We emphasize the importance of quality from day 1. It is paramount that you engage with the client, understand the requirements and transfer the knowledge to the operators and the Subject Matter Experts.

• On a daily and weekly based, monitor the quality audit process to ensure that our processes and people deliver quality

• Analyze the error reports to identify the root cause of the errors and suggest corrective actions. We follow a Continuous Improvement Process, and provide feedback to the operators on a daily or weekly basis as required.

• Interact with the client on Quality

• Maintain the knowledge base for the Document types and the changes

• Train the Subject Matter Experts so that they can answer questions that come up on the production floor.

• Create Cheat Sheet to help the operators

• Onboarding new clients, engage with the client to understand the requirements involved in auditing and creating the training materials for the operators

• Create and maintain training documents – Foundational training on health care industry, Health Information Management Training and project specific training

• Train the trainers

• Organize and ensure training is completed with the proper results for the new operators.

• Interact with the software team to ensure that all the lookup data required for production is updated based on the changes by the client

• Administer tests to determine the employees’ skill levels, performance gaps, and areas of improvement that new training methods could help the associates

• Interact with the software team to enhance the features to improve quality

• Any other innovative process to ensure quality

Qualifications:

Minimum Bachelors degree in life sciences or and equivalent experience in the healthcare sector

Skills

• Strong knowledge of Basic Anatomy and Physiology with added US Healthcare experience, preferably who is willing to pursue the role as a Manager for Quality and Training

• Should have at least 2 to 5 years of direct Training Experience with life science / paramedical background

• 3+ years of progressively responsibility position in quality

• Should have managed a team of trainers and/or quality auditors

• Excellent communication skills in written and oral communication

• Creative problem-solving skills in identifying the root cause of a problem and identifying the solution