Apply for this job now

Manager, Training and Quality Assurance

Tulsa, Oklahoma
Job Type
23 Sep 2022

Position Overview:

The Manager, Training and Quality Assurance supports the Client Experience (CX) Organization in identifying and monitoring the learning needs of the CX Teams along with designing, planning and building learning programs, policies and documentation. The Manager, Training and Quality Assurance is responsible for creation and oversight of the Quality Assurance program for the CX Organization and supplying reporting to departmental and senior leadership.

Key Responsibilities:

  • Partner with leadership to analyze learning gaps and unique departmental needs and recommend and build appropriate learning solutions and documentation while taking into consideration key business and/or departmental initiatives

  • Develop and implement a Document Repository, ensuring consistent documentation standards across the Client Experience Organization. ie learning aids, SOP's, reference guides, etc

  • Partner with leadership to design and develop learning materials for organizational and/or departmental needs

  • Work with leadership to maintain and update all learning materials on a regular basis

  • Provides learning opportunities for Zelis associates; inclusive of new hire learning as well as reinforcement learning as needed post-hire; this includes technical and soft skills

  • Works in coordination with CCS Learning Services to ensure that programs align to divisional goals as well as collaborate to share resources and best practices where appropriate

  • Collaborate with leadership to identify success standards (KPIs) for measurement of associate performance and the effectiveness of processes

  • Design, develop and implement departmental Quality Assurance programs to monitor associate performance and adherence to departmental processes

  • Conducts routine Quality Assurance audits and provides monthly and/or ad hoc reporting to departmental and senior leadership

  • Review and analyze results of Quality Assurance program and collaborates with leadership to recommend adjustments to drive associate performance

  • Supports remedial learning efforts for existing associates to address possible areas of opportunity identified in quality assurance audits where the associate is unable to meet departmental and/or positional standards

  • Delivers results on assigned projects and assignments in a timely and accurate manner

  • Maintain awareness of and ensure adherence to Zelis standards regarding privacy, compliance. legal aspects and HIPAA standards

Skills, Knowledge and Experience:

  • 2+ years of facilitation with learning development

  • 2+ years experience with quality assurance

  • 3+ years experience within healthcare desired

  • 1+ years of medical claim experience

  • Excellent verbal and written communication skills

  • Knowledge of the full Microsoft Office Suite of products

  • Strong prioritizing and organizational skills

  • Excellent customer service skills

  • College degree is preferred

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We're Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you're contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.

Apply for this job now


  • Job Reference: 719419203-2
  • Date Posted: 23 September 2022
  • Recruiter: ZELIS
  • Location: Tulsa, Oklahoma
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent