Team Leader, Qa And Metrics

For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. As a not-for-profit organization, we proudly invest in communities to help address some of Canada’s most pressing health care challenges. We are one of Canada's Most Admired Corporate Cultures, one of Canada’s Top 100 Employers, Canada’s Life & Health Insurer of the Year for 2021 and an Imagine Canada Caring Company. 
 
Our 2,400 professionals work across six provinces, united by our shared values of being caring, accountable, responsible, innovative and community-minded. We’re committed to ensuring our employees thrive in our award-winning, collaborative culture focused on ensuring health, wellness, and personal and professional growth through a variety of programs and support across our organization.
 
Together with Medavie Health Services, we are part of Medavie — a national health solutions partner with over 7,700 employees. Our mission is to improve the wellbeing of Canadians.
Job Title:Team Leader, QA and Metrics
Department:Member Experience
Competition:86640
Internal/External:Both
Employment Type:Full Time Permanent
Location:NB, NS- Canada remote
Salary:Comprehensive Compensation
Reports To:Manager
  
Reporting to the Manager, Member Experience, the Team Leader will be responsible for leading, coaching, and developing a team of professionals that provide internal Quality Assurance and Audit to operational teams.  They will act as a catalyst for change and a champion in the QA/Audit area and will have the proven experience to manage and motivate and lead change in a talented workforce.  
Working collaboratively with several business areas the Team Leader will establish the Quality Assurance for Claims and Contact Centre  audit strategy and continually re-assess the quality practices for  Group and Individual business across the three regions in order to meet the ever changing needs of the business. The incumbent will demonstrate key interpersonal skills in order to build partnerships with cross-functional stakeholders. Enabling and leading the execution of strategies and projects in a fast moving environment is an expectation of the role. 
Key Responsibilities
-Provide leadership and direction in the day-to-day operation of the team;
-Conduct goal setting, performance reviews and assisting with performance improvement planning and career development;
-Ensure employee engagement through motivation, developing team and building relationships;
-Ensure that adequate staffing levels are maintained and expenses are controlled for the team;
-Analyze and make recommendations for process improvements, focusing on continuous improvement at all times;
-Ensure QA Audit and Reporting quotas are met on a monthly basis and that the Leaders in all business units that you support are engaged in a meaningful way to address QA Audit and reporting results;
-Continually develop and enhance relationships with internal colleagues to support effective work practices and resolve and support ongoing business needs and changes; 
-Direct the deployment of targeted QA Audit initiatives and focus on operational metrics and standards, efficiencies and improvements;
-Act as a communication focal point for improvement opportunities; ensure timely issue identification, resolution and appropriate escalation while maintaining strong relationships;
-Stay current with technology and industry best practices and continuously establish and implement best practices for quality assurance processes and audits. 
 
Qualifications
Education
: Post-secondary diploma or degree in a related discipline, business, health insurance or equivalent experience.
Work Experience
:
-3-5 years leadership experience preferably in an Administration Operational area;
-Understanding of Medavie Blue Cross Administration practices, Legal regulation processes, operational systems and benefits is desirable;
-Demonstrated ability to build effective programs and to manage change strategies and the development of employees. 
 
Computer Skills
:
Excellent knowledge of the full suite of Microsoft products most specifically an advanced working knowledge of Excel and a technical aptitude and resourcefulness in learning about new technology related to QA and audit. 
Language Skills:
Bilingualism in English and French considered a strong asset in this role. 
 
Leadership Accountabilities and Competencies
Values and Ethics
:  
Acts as a role model and coach on how to demonstrate values and ethics; lives the core values and encourages others to do the same. Builds and promotes a respectful work environment and supports opportunities for learning and growth for all employees in the department
Engagement
:  
Influences and negotiates opportunities to enhance outcomes through partnerships with internal and external stakeholders. Manages group dynamics in a diverse and complex workplace, follows through on commitments and adheres to deadlines and milestones.
People Management
:
 Coaches team members to meet and exceed expectations in their work and addressing people management issues effectively. Is mindful and works to have strong stakeholder relations. Ensures workplace well-being and develops and supports career plans and learning opportunities for our employees.
Strategic Thinking:
  Monitors the ever changing environment and adapts to change by modifying processes and structures to meet the need.  Takes proactive measures to avoid problems with a hands-on approach to fixing problems as quickly as possible. Advises the Manager on functional strategy recommendations.
Action Management:
 Demonstrates leadership by maintaining composure in stressful situations while responding quickly and decisively to emerging opportunities or risks. Assigns tasks fairly and equitably, sets realistic but challenging goals, delegates effectively moderated by consistent follow-up, monitoring, and guidance as appropriate.
Financial Management
: Manages departmental budgets effectively, implements strategies to achieve operational efficiencies, leverages resources when applicable to achieve cost effective solutions to challenges.
Peer Relationships:
  Work toward common goal of equipping front line employees to do the best job possible with supportive training and documentation allowing them to meet expectations.  Seen as a trusted team player with the best interests of employees and the organization in mind.
We are an Equal Opportunity Employer. 
Medavie Blue Cross strives to foster a culture where everyone is enabled to achieve their full potential - a culture of diversity, equity and inclusion (DEI) where we live our values every day in the way we treat each other, our members and the communities we serve. Accessibility is a top priority.
For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Medavie Blue Cross Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act.
We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.