Supervisor of Quality Assurance

Job Description

Job Description

Position Summary:
The Supervisor of Quality Assurance (QA) oversees the quality monitoring program for the Patient Access Call Center, ensuring scheduling accuracy, compliance, and an exceptional patient experience. This role supervises QA Specialists, partners with training and leadership team, and drives process improvements through data-driven quality insights.

Qualifications:

• Associate’s degree in healthcare administration, business, or related field required; bachelor’s degree preferred.
• 3+ years of experience in call center quality assurance or healthcare scheduling operations.
• Prior supervisory or leadership experience preferred.
• Strong knowledge of HIPAA compliance, scheduling workflows, and patient access best practices.
• Excellent communication, coaching, and analytical skills.

Key Responsibilities:

• Supervise and mentor Quality Assurance Specialists, providing coaching, performance feedback, and evaluations.
• Oversee call monitoring for inbound and outbound scheduling calls to ensure accuracy, compliance with HIPAA, and adherence to organizational scheduling protocols.
• Identify trends and root causes of quality issues and partner with training teams to develop targeted coaching plans and educational materials.
• Collaborate with call center supervisors, trainers and managers to address staff performance opportunities and enhance patient experience.
• Maintain and improve QA processes, tools, and documentation, ensuring consistency and regulatory compliance.
• Generate quality trend reports and present actionable insights to leadership.
• Lead calibration sessions to ensure scoring consistency among QA Analysts and leadership.
• Support continuous improvement initiatives that align with patient access goals and key performance indicators (KPIs).

Why Join Us at OSM?
At Orthopaedic Solutions Management (OSM), we know that every patient’s experience begins with their first call. As the Supervisor of Quality Assurance, you will play a pivotal role in shaping that experience by ensuring our call center delivers accuracy, compliance, and compassionate service with every interaction.

You’ll have the opportunity to lead and mentor a dedicated QA team, collaborate closely with training and leadership partners, and use data-driven insights to make a direct impact on both staff development and patient satisfaction. We are looking for leaders who are passionate about elevating standards, driving continuous improvement, and fostering a culture of excellence.

Joining OSM means being part of an organization that values innovation, teamwork, and the patient-first mission. If you’re ready to take ownership of quality and lead with purpose, we invite you to grow your career with us.