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CDPHP Manager, Quality Assurance in Albany, New York

CDPHP and its family of companies are mission-driven organizations that support the health and well-being of our customers and the communities we are proud to serve. CDPHP was founded in Albany in 1984 as a physician-guided not-for-profit, and currently offers health plans in 29 counties in New York state. The company values integrity, diversity, and innovation, and its corporate culture supports those values wholeheartedly. At CDPHP, the employees have a voice and are encouraged to make an impact at both the company and community levels through engagement and volunteer opportunities. CDPHP invests in employees who share these values and invites you to be a part of that experience.

The Manager, Quality Assurance, will be responsible for the daily supervision and oversight of the quality staff and quality programs to ensure that departmental, divisional and corporate quality objectives are met. The incumbent will be responsible to design, develop and administer various quality programs including providing reporting solutions and trend analysis. They will ensure that the quality programs are administered effectively and in a timely manner. This position will work closely with seniors, supervisors, managers, and directors throughout the organization to ensure accuracy and excellent service are being provided to our customers. The individual will ensure that the company is delivering the highest level of service to the customer and act as a change agent to improve the quality of service.


  • High school diploma or GED required. Associates degree preferred.

  • Minimum three (3) years applicable experience in a call center and/or claims environment with specialization in management, staff education, quality assurance monitoring, and/or training is required.

  • Minimum one (1) year management in health insurance is preferred.

  • Demonstrated ability to analyze data, develop, implement, monitor and measure quality results is required.

  • Demonstrated ability to retrieve, analyze data and strong problem solving skills that enable quick identification and efficient resolution of opportunities. Analytical software such as Access and Excel experience required.

  • Ability to problem solve difficult claims and inquiries is required.

  • Effective verbal and written communication skills are required.

  • Strong written and verbal communication, organization and planning skills required.

  • Experience in working in a team environment that promotes coaching and training and positive feedback to improve individual performance and customer satisfaction is required.

As an Equal Opportunity / Affirmative Action Employer, CDPHP does not discriminate in employment practices on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, protected veterans status, or any other characteristics protected under applicable law. To that end, all qualified applicants will receive consideration for employment without regard to any such protected status.

CDPHP and its family of companies include subsidiaries Acuitas Health LLC, Strategic Solutions Management Consultants (SSMC), Practice Support Services (PSS), and ConnectRX Services, LLC.