What We Need
As a Quality Supervisor, you’ll oversee a team that ensures the quality standards of the entire Customer Success Org / Processes and ensuring they’re efficiently monitored and aligned with departmental and company objectives and standards.
Apart of upholding quality standards is also setting the vision required to best support our agents and customers. With this role, you’ll be the key driver and innovator into how quality is delivered and monitored vs. how we do it today.
Who We Are
Kareo is the only cloud-based medical technology platform purpose-built to meet the unique needs of independent practices.
Today we help over 65,000 providers in all 50 states run more efficient and profitable practices, while delivering outstanding patient care.
Kareo is the first technology platform that helps independent practices find more patients, manage their care with a fully certified and easy to use EHR, and get paid quickly all in one complete and integrated package.
Kareo has received extensive industry recognition, including the Deloitte Technology Fast 500, Inc. 5000, Black Book's #1 Integrated EHR, Practice Management and Medical Billing vendor, and the top of the Gartner Front Runners Leaders Quadrant.
Our mission is to help independent practices succeed in an ever-changing healthcare market. For more information, visit www.kareo.com.
Here are a few qualities we look for in our candidates :
Entrepreneurial with unrelenting drive to succeed and win, sense of urgency, and passion for the work
Must be innately customer oriented and connect with our purpose of helping independent practices
All-around good teammate who is cooperative, approachable, and dedicated to helping others succeed
Proven ability to think creatively and drive innovation in the market and within our company
Committed to becoming an enthusiastic ambassador of our unique and positive corporate culture
Your Area of Focus
Oversee all of Quality Operations and key success metrics
Build and implement quality assurance policies and procedures
Act as a point person for any team member issues or concerns and work with management and / or HR to resolve or escalate issues, as needed
Deliver MBRs with applicable operational teams for continual growth
Assist with developing new SOPs, processes, and trainings to improve department workflow, quality guidelines and knowledgebase
Vision new hire training and continual education strategy
Analyze data to identify areas for improvement in the quality system and report to upper management
Prepare and deliver reports to communicate outcomes of quality activities
Your Professional Qualifications
Proven dedication to delivering excellent customer service
Knowledge of tools, concepts and methodologies of QA and training
Troubleshooting and problem-solving skills
Knowledge of operational processes and procedures
Strong skills with attention to details
Ability to work independently - self-starter who is self-motivated, and results driven with little direction from upper management
Works well with other leaders collaborates and is unafraid to request assistance
Ability to work positively under pressure
Ability to stay organized meeting deadlines
Ability to work in an environment with incomplete clarity and be able to leverage others and tools to solve issues
Ability to identify systemic issues and make recommendations and implement for future improvements
Approachable and patient
Passionate - Be Passionately Driven : We take pride in our work, inspire others to excel, and are dedicated to solving tough problems in healthcare.
We hold ourselves to the highest standards. And we work with urgency because what we do matters.
Customer-Focused - Dedicated to Customer Success : Helping our customers succeed directs every action we take. We’re committed to helping their practices run smoother so their patients can thrive.
We are solution-oriented and aligned with their needs.
Collaborative - Together We’re Better : Great teams are collaborative, selfless, hardworking, and dedicated. We are willing to do what it takes to get the job done so we can accomplish more together.
Growing - Constant Growth : We strive to have a growth mindset in all we do. We reject the status quo. We take a unique approach and make every effort to bring clarity to a needlessly complex industry.
We are creative problem solvers that believe in making things better.