Quality Assurance Team Lead
Pune
Operations – Credentialing /
Full Time /
Remote
About Certify:
At CertifyOS, we're building the infrastructure that powers the next generation of provider data products, making healthcare more efficient, accessible, and innovative. Our platform is the ultimate source of truth for provider data, offering unparalleled ease and trust while making data easily accessible and actionable for the entire healthcare ecosystem.
What sets us apart? Our cutting-edge, API-first, UI-agnostic, end-to-end provider network management platform automates licensing, enrollment, credentialing, and network monitoring like never before. With direct integrations into hundreds of primary sources, we have an unbeatable advantage in enhancing visibility into the entire provider network management process. Plus, our team brings over 25+ years of combined experience building provider data systems at Oscar Health, and we're backed by top-tier VC firms who share our bold vision of creating a one-of-a-kind healthcare cloud that eliminates friction surrounding provider data.
But it's not just about the technology; it's about the people behind it. At Certify, we foster a meritocratic environment where every voice is heard, valued, and celebrated. We're founded on the principles of trust, transparency, and accountability, and we're not afraid to challenge the status quo at every turn. We're looking for purpose-driven individuals like you to join us on this exhilarating ride as we redefine healthcare data infrastructure.
ABOUT THE ROLE:
As Certify scales, we need to add rigor & structure to our operational processes to continue driving high customer satisfaction at increasingly attractive unit economics. We’re looking to hire an Quality Assurance Team Lead to lead a critical pod of our Quality team – someone who combines best-in-class people leadership with strong subject matter expertise and a relentless focus on speed & quality. This individual will oversee a production-focused pod made up of quality auditors (QAs).
WHAT YOU’LL DO:
- People Management & Team Leadership
- You’ll be the direct manager for a team that is responsible for hitting daily and weekly targets, constantly driving towards improved performance of our file processing even as volume grows.
- Initially, several auditors will report to you; you will be responsible for their growth paths and success in their roles, focusing on both individual and team metrics.
- You will hold weekly 1:1 meetings with the quality auditors on your team to review topics like: their file review throughput, blockers they are facing, ideas for improvement, and their career growth. You will lean in with lower-and-middle performers to coach them on ways to improve their file quality and productivity.
- During company performance reviews, you will coordinate with Operations Management to determine performance ratings for the QAs on your team and you will deliver performance review conversations for your team members.
- Every day you will host a standup with your team to cover yesterday’s performance and the plan for today, and on a weekly basis you will review performance from the last week with the team.
- You’ll also act as a liaison between the audit team and credentialing, compliance, and operations departments to resolve complex cases and maintain compliance.
- Collaborate with the Credentialing Team leaders and internal stakeholders to develop, implement, and refine audit tools, workflows, and standard operating procedures. You will also help to develop and maintain documentation for training and audit protocolsOther focus areas will include: working to help onboard new hires; educating and supporting new team members as they train, and eventually you will be involved in the hiring process for new QAs who join your team.
- Production Management
- You will be responsible for overseeing the daily operations, performance, and continuous improvement efforts of a team that audits credentialing files to ensure compliance with regulatory (i.e. CMS), accreditation (i.e. NCQA), and internal quality standards.
- You will be accountable for the team hitting the core performance metrics for all clients. Your core metrics will be split across speed and quality. You will be obsessing over ways to improve each of these as volume scales.
- Ultimately, you will be focused on ensuring that the files your team is responsible for are within SLA for all clients, and that the quality of the files is above and beyond expectations.
- Every day you will ensure your team’s work has been effectively distributed to the QAs and that they are unblocked. You will coordinate with Credentialing Management to understand what the highest priority files are and ensure that your team is equipped to work on them.
- You will review the data of your team’s performance on a daily and weekly basis, sharing information upwards to management, downwards to the team, and laterally to your peers.
- You will Identify trends, gaps, and root causes in credentialing errors and work with process owners to improve quality
WHAT YOU’LL NEED:
- Incredible coaching skills; you’re someone who is energized by mentoring and developing highly productive and happy team members
- A passion for seeing metrics improve week over week
- A desire to get deep in the weeds to understand how processes function and how they’re connected to driving key company metrics
- An ability to get your hands dirty and build, being tactical for the short term and strategic for the long termExtreme organizational skills
- A strong track record of juggling multiple initiatives and clear ability to prioritize the most important things
- At least 1 - 2 years in a quality assurance or auditing role, plus prior leadership or team coordination experience. Experience in healthcare credentialing is preferred
At Certify, we're committed to creating an inclusive workplace where everyone feels valued and supported. As an equal opportunity employer, we celebrate diversity and warmly invite applicants from all backgrounds to join our vibrant community.
