The Quality Assurance Director is responsible for ensuring that services provided by Datavant within our Provider vertical meet the highest standards of quality and customer satisfaction.  The Provider vertical is primarily responsible for Release of Information and the tasks associated with this service.   This role involves monitoring, evaluating, and improving service delivery processes, ensuring compliance with industry regulations, company policies, and customer expectations. The Quality Assurance Director will work closely with our operations teams to identify opportunities for improvement and provide actionable feedback to enhance service outcomes through the use of data and analysis.

You will:

Quality Monitoring & Evaluation: Oversee the QA team that will conduct regular assessments of transactions and service delivery processes to ensure adherence to quality standards. Perform audits and reviews of service transactions, including intake of requests, release of records, correspondence letters, phone calls, and in-person interactions, ensuring compliance with company and regulatory protocols and customer satisfaction metrics. Identify trends, patterns, and recurring issues that may impact our compliance risk and suggest corrective actions. Compliance & Regulatory Oversight: Partner closely with our legal and compliance teams to learn of risks they are facing and ensure any corrective actions meet expectations. Stay updated on industry trends, regulation changes, and compliance requirements to ensure services remain in line with industry needs. Collaboration & Training: Work with other departments (Training, Customer Support, etc.) to ensure seamless service delivery and consistent customer experiences. Assist our Training team in the creation of training programs to improve service quality, focusing on customer interaction skills, problem resolution, and process compliance.

What you will bring to the table: 

3-5 years of relevant operations forecasting experience, healthcare industry experience preferred Bachelors’ degree in business or related field required, MBA a plus Demonstrated business acumen Strong analytical skills Presentation experience for senior/executive management Excellent oral and written communication skills