Supervisor, Product Support
Quest Diagnostics

Lenexa, Kansas

Job Description

The Supervisor is responsible for overseeing the operational performance of the products and services for Employer Population Health, with a specific emphasis on the Data Management staff. Position is responsible for ensuring end to end quality and timeliness of deliverables, through proper data deliverable validation activities.

The Supervisor will support, mentor, train, and coach the Data Management team members, who have responsibility for delivery of all data components of the Employer Population Health client programs. The Supervisor will serve as first point for escalation issues and works collaboratively with all parts of the organization to implement the new solutions and processes required to meet evolving customer requirements.

Extensive functional expertise in Employer Population Health systems and processes, as well as strong collaborative problem-solving capabilities are a prerequisite for this position.

  • Manage all aspects of the Data Management teams including hiring, performance management, staff development, coaching and feedback to ensure an end-to-end quality experience.
  • Perform exception record management for all reporting to include TIQs, TNPs, Invalids, Incompletes, Unmatched, etc.
  • Perform Qscreen reconciliation and issue resolution.
  • Resolve cases in Salesforce for all participant and client inquiries.
  • Load eligibility files for all clients into the Wellness Engine.
  • ICR (Kofax and ReadSoft) of PHI participant data.
  • All results research and re-report to address participant and client inquires.
  • Identification and resolution of quality issues, reporting findings and solutions to the Quality Assurance team.
  • Enforcement of all departmental SOPs to protect participant PHI.
  • Serves as a critical contributor to improving the quality and speed of the end product, while also identifying efficiency opportunities that will benefit scalability in a rapidly growing organization.
  • Leads teams to identify existing and emerging client requirements and develops proposals that lead to installation of solutions that exceed customer expectations and achieve profitable scale within the organization.
  • Identify process improvement and implements actions to automate routine processes.
  • Recommends improvements and alternative solutions to resolve problems and unique client requirements.
  • Develops the team of front-line Coordinators to proactively eliminate potential failure points on existing and new processes/solution and resolves problems quickly when they do occur.
  • Oversee functional performance metrics to monitor the operational performance to ensure customer SLAs are consistently met or exceeded.
  • Works closely with colleagues in Commercial Sales, Client Engagement, Quality Assurance, and IT to ensure successful delivery of client programs.
  • Serve as the primary external and internal client contact related to all day-to-day data functions including responding to client escalations and participating on client project teams.
  • Oversees the teams that delivers on project plan timelines and deliverables.
Supervision Exercised: Direct supervisor over 10+ FTE.
  • A Bachelor's Degree in Healthcare Management or Business Administration or 3 years of equivalent work experience.
  • 3+ years of experience in working in the Data Management Product Support team, direct experience with Data Deliverables desired.
  • Strong working knowledge of both the Wellness and clinical Quest Diagnostics platforms including the Wellness Engine, Kofax, Quanum, QLS, SalesForce and OptiMaxx.
  • 1 year of experience with creating or using workflows from the Alteryx Gallery.
  • Experience developing and presenting proposals that address client requirements and business objectives.
  • Working knowledge of how the Data Management Product Support team directly contributes to a successful Employer Population Health client implementation and program.
  • Decision quality
  • Develops talent
  • Balances stakeholders
  • Builds effective teams
  • Manages Complexity
  • Persuades
  • Customer Focus
  • Strong Project Management skills

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