Assistant Manager Quality

The Assistant Manager QA plays a pivotal role in maintaining and enhancing the quality standards of Revenue Cycle Management (RCM) operations. This role supports the QA Manager in planning, executing, and monitoring quality initiatives, ensuring compliance with client SLAs and internal benchmarks. The position requires strong analytical skills, leadership capabilities, and a proactive approach to continuous improvement.

These Goals and objectives are not to be construed as a complete statement of all duties performed; employees will be required to perform other job related duties as required. Goals and objectives are subject to change.

All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.

Essential Functions:

• Assist the Quality Manager in QA capacity planning based on project needs.

• Delegate tasks effectively and set clear deadlines for the QA team.

• Monitor team performance and report key metrics to leadership.

• Conduct random audits of QA analysts to ensure audit integrity.

• Perform Root Cause Analysis (RCA) on audit findings and collaborate with quality leads and operations managers to address gaps.

• Recognize and reward high performance within the team.

• Lead customer-impacting projects focused on efficiency and effectiveness.

• Provide timely and constructive feedback to team members to instill accountability.

• Conduct monthly and quarterly performance reviews of QA analysts.

• Identify training needs and ensure completion of training plans.

• Implement and standardize QA policies and procedures across teams.

• Manage workflow to ensure SLA adherence.

• Develop mechanisms to capture errors through reporting and automation.

Staff Management

Responsible for ensuring area of responsibility has the talent and resources to meet short- and long-term organizational goals as well as ensuring maximum productivity and performance. Responsibilities include, but are not limited to:

• Proactively recruit, screen, and select candidates for current and future resource requirements.

• Effectively orient new hires to ensure a positive and productive employee engagement experience.

• Ensure structure and hiring plans (within budget) are appropriate for performance and productivity levels required.

• Utilize the company’s performance management program as designed to align individual performance to overall performance objectives. Meet all completion requirements at a high quality level. Provide ongoing performance feedback. Identify and take appropriate action for non-performance.

• Ensure each employee has a yearly performance review that is reviewed with employee and the review to be sent to Human Resources each year.

• Ensure each employee has a clear and thorough understanding of their role and responsibilities. Keep job descriptions current for each position.

• Actively support and participate in organizational development and training programs. Meet all completion requirements at a high quality level.

• Mentor, guide, and coach direct reports in order to expand their capabilities and performance.

• Communicate all corporate matters in a positive and timely manner as directed by Corporate Communications or senior managements.

• Administer all internal policies and procedures in accordance with corporate, human resources, budgetary, and finance guidelines. Ensure accuracy of staff data records.

• Comply with all employment laws and regulations including, but not limited to, equal employment opportunities for all.

Key Results Areas (KRAs)

KRA

Target / Expectation

Weightage

Quality Audit Accuracy

>98% accuracy in QA reviews; timely escalation of major issues

20%

Audit Coverage & Turnaround Time

100% planned audits completed; 98% within SLA

15%

Error / Rebuttal Identification Rate

>98% error detection; <5% valid rebuttals

15%

Calibration Score / Alignment Rate

>90% alignment with Ops/Client

10%

Process Improvement Initiatives

Minimum 2 impactful initiatives per quarter

15%

Team Coaching & Feedback Frequency

>2 structured sessions per QA/QTL per month

10%

Stakeholder Feedback & SOP Compliance

>4/5 satisfaction score; 100% SOP adherence

15%

Minimum Requirements:

Education/Experience/Certification Requirements

• Excellent communication (written and oral) and interpersonal skills.

• Strong organizational, multi-tasking, and time-management skills.

• Must be detail oriented and able to follow through on issues to resolution.

• Must be able to act both independently and as a team member.

• Minimum 2+ years of experience as a Team Lead in AR Operations or AR Quality.

• Graduate in any bachelor’s degree program.

• No disciplinary warnings in the past.

• Strong analytical and quantitative reasoning skills.

• High attention to detail and ability to interpret large datasets.

• Proficiency in MS Office tools (Excel, Word, PowerPoint).

• Ability to work under pressure, adapt to change, and meet deadlines.

Preferred Qualifications:

• Certification in Six Sigma, Lean, or other quality methodologies.

• Experience in automation or data analytics tools (e.g., Power BI, Tableau).

• Exposure to US healthcare RCM processes and compliance standards.

• Strong communication and stakeholder management skills.

Working Environment/Physical Demands

Working Environment:

• General office environment: Works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels.

• Periods of stress may occur.

Physical Demands:

• Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.

• Some walking and standing relative to interaction with other personnel.

Travel Requirements:

None Occasional Moderate Frequent Very Frequent

(25% or Less) (25% - 40%) (40% - 80%) (80% or more)

Other possible Unofficial Titles:

Unofficial titles may be given by the manager and used for calling cards and email signatures.

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise. It does not alter the "at will" employment relationship between the company and the employee.