Description

American Specialty Health Incorporated is seeking a Sr Manager - Training and Quality to join our Client Services Clinical department. This position will manage and coordinate the Client Services Clinical training, communication, documentation and quality standards for employees. This position will focus on supporting the Client Services Clinical team by providing consistent and accurate department communication and documentation. Additional oversight includes, adherence to ASH policies and procedures, quality improvement of client support, and other related ad hoc projects. This position has accountability for all activities within assigned scope of authority related to Client Services Clinical training, dissemination of information to department, quality assurance of policy and procedure documentation, and implementation of new and current system, product, and program enhancements. This position will serve as primary contact to one designated client for service-related activities and new program implementations.

Salary Range

American Specialty Health complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $69,200 to $80,000 Full-Time Annual Salary Range

Remote Worker Considerations:

Candidates who are selected for this position will be trained remotely and must be able to work from home in a designated work area with company-provided technology equipment. This remote/WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed).

Responsibilities

• Develops, manages, evaluates and oversees activities for assigned team and the Client Services Clinical department in the following categories:
• Training & Development.
• Responsible for the overall design, development, implementation and coordination of training programs for Client Services Clinical teams.
• Continually identifies training needs and ensures that Client Services Clinical trainings are up to date, effective and thorough.
• Work with Director and Sr. Managers to ensure consistency within department and training.
• Directly oversees and supervises department new hires throughout introductory review periods in order to ensure staff members are adequately trained prior to managing accounts.
• Department Infrastructure & Projects.
• Works with other department managers and staff to discuss, develop, and implement operational and organizational processes within the department and/or company, as needed to accomplish job functions.
• Participates in the development, coordination, and testing of department support systems and program changes as applicable.
• Provides oversight, manages, and completes projects and action logs in support of Client Services Clinical department and corporate goals and objectives.
• Knowledge Management & Communication.
• Ensures that all Client Services Clinical staff is notified of updates to policies, procedures or program updates in a timely, clear and efficient manner.
• Develops and implements policies and procedures to support current and new processes or business, in conjunction with other internal stakeholders.
• Handles service activities to support existing client relationships and implement new programs.
• Acts as primary contact and client advocate on behalf of ASH with assigned clients.
• Serves as the source of knowledge regarding assigned client relationships and programs.
• Accepts and/or returns phone calls from clients within the same business day received, Monday through Friday, 8 A.M. to 5 P.M. PST.

Qualifications

• Bachelor’s Degree or equivalent experience. If equivalent experience, high school diploma required.
• Knowledge of operations, accreditation guidelines, and quality assurance techniques.
• Experience leading training courses, quality assurance reviews, document editing, and developing & implementing project management tools.
• Experience servicing managed health care plans (HMO, PPO, POS and related plans) preferred but not required.
• Account Management / Client Success/ Client Service experience required, minimum 5 years.
• Supervisory / direct report experience required.
• Proficient in MS Office – required intermediate knowledge of Word, Excel and PowerPoint to support the development of training and procedure materials.
• Demonstrated writing proficiency required.
• Ability to effectively train, support and coach a team.
• Capability to communicate outcomes and training efficacy for employees.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility

Primarily sedentary, able to sit for long periods of time. 

Physical Requirements

Ability to speak, see and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within the facility, within region, and nationally by car and plane as needed. Capable of using a telephone and computer keyboard. Ability to lift up to 10 lbs. 

Environmental Conditions

Usual office setting and/or Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. 

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.
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