Management and planning for the Member Solutions & Quality Assurance team of 8-10 specialists including interviewing, hiring, training, mentoring, performance evaluations, and coaching of staff. Accountable for providing leadership and direction in the design, implementation, administration and reporting of HPG's product quality and supplier performance issues. Must work closely with National Agreements, Implementations and Clinical Directors providing member feedback on all contracts and products articulating issues and proposing solutions to HealthTrust's management team. Must excel in both verbal and non-verbal communication, effectively relating information to HealthTrust's and CoreTrust's manufacturers and suppliers that pertain to member issues. Responsible for alerting personnel of recurring problems and/or quality deficiencies found through the development of detailed reports and data analysis. Manage the letters of commitment process for HealthTrust, developing improved workflow strategies to enhance efficiency, cost-effectiveness and reliability. Establish and continually monitor and improve the Member Solutions infrastructure, processes and tools cultivating a customer focused culture to both members and other departments within the organization. Must be able to work in the "center" of multiple parties while retaining good working relationships and resolving disputes between the parties. Must be a self-starter, taking initiative and ownership, needing little direct supervision. Must have a strong technical aptitude including the ability to design enhancements to support the department and staff, develop training material, and the ability to dissect large amounts of data for trending and classification. Must possess a willingness to learn proprietary HCA systems.
Personnel Management: perform reviews, document performance, set goals, interview, hire and terminate as necessary
Create and foster a motivating work environment where staff members are provided with the necessary support and resources to fulfill responsibilities to HealthTrust & CoreTrust members.
Develop workflow strategies to enhance productivity, efficiency and achieve member satisfaction results.
Implement new and existing service level agreements to ensure acceptable levels of service mandates are met.
Acts as interface to third party vendors, maintaining alignment within the company's strategy and goals.
Participate in Project Planning, assisting in the development and associated tasks for new IT&S systems, keeping all tasks up to date for management.
Present status and solution alternatives to management through the development of detailed reports.
Assist Member Solutions staff analysis of problem solving when warranted.
Assist Member Solutions staff with problem resolution through the development of Policies and Procedures.
Develop effective department processes for assisting members to gain discounts, rebates and credits with vendors.
College degree required
7+ years of experience preferred
Proficient in Microsoft Project, Word, Excel and PowerPoint. Experience with Problem Management & Quality Assurance Software. Experience with Call Monitoring software a plus.
HCA Inc - 19 months ago