Supervisor - Quality Assurance - Patient Service Center

Supervisor- Quality Assurance - Patient Service Center

Compassion. Accountability. Collaboration. Foresight. Joy. These are the Aspirus Core Values; and we are looking for the best around to join us as we demonstrate those values every single day. Aspirus Health in Wausau, WI is seeking a Supervisor- Quality Assurance to join our Patient Service Center team! Under the general direction of the Manager – Patient Service Center, the Supervisor – Quality Assurance oversees the Patient Service Center's quality monitoring, compliance, and continuous improvement program, as well as other patient service areas supported by the Shared Support model, establishing scalable practices for enterprise-wide adoption. This position ensures consistent adherence to Aspirus standards of service quality, documentation accuracy, and regulatory compliance across all patient interaction channels. While initially focused on Primary Care, Specialty Care, and referrals, the scope will expand to include all patient service areas such as (Nurse Contact Center, Billing & Financial Resource Center, Switchboard), and all clinic-based resources. The Supervisor partners closely with Workforce Management and Training leadership to maintain quality review processes and monitor performance trends. This position drives process standardization, automation, and continuous optimization of quality assurance systems and analytics to support the Aspirus enterprise and drives a culture of accountability and service excellence.

Hours: Full Time 1.0 FTE, 80 Hours Biweekly

Experience/Qualifications:

• Bachelor's degree and/or equivalent experience required.
• Three years' experience in ambulatory operations or call center required
• Two years of related experience in a leadership role required
• Detailed knowledge of call center operations in a healthcare setting highly preferred
• Strong knowledge of Calabrio & Epic processes and referral workflows preferred.
• Experience in multi-site or centralized healthcare patient support is highly desirable.
• Proven leadership and communication skills.
• Demonstrated ability to coach, motivate, and develop staff in a fast-paced environment.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to organize, prioritize, and meet deadlines in a high-volume setting.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook).
• Willingness to travel between regional locations if required.

Employee Benefits:

• Full benefits packages available for part- and full-time status.
• PTO accrual from day one!
• Generous retirement plan with match available.
• Wellness program for employees and their families.

Our Mission: We heal people, promote health and strengthen communities.

Our Vision: Aspirus is a catalyst for creating healthy, thriving communities, trusted and engaged above all others.

As an Aspirus team, we demonstrate caring, we plan to impact the future, work with happiness and enthusiasm, recognize our power to make a difference and improve the health of our communities.

Aspirus Health is a nonprofit, community-directed health system based in Wausau, Wisconsin, serving northeastern Minnesota, northern and central Wisconsin and the Upper Peninsula of Michigan. The health system operates 18 hospitals and 130 outpatient locations with nearly 14,000 team members, including 1,300 employed physicians and advanced practice clinicians.