Director, Quality & Continuous Improvement

Summary
This position is accountable for establishing a corporate quality assurance system and team that promotes customer satisfaction.  Duties include oversight of both Clinical Excellence and Process Excellence. Therefore, they are responsible for product quality and process quality.  This position should be driven by a philosophy of continuous improvement and a master of the tools of Six Sigma and Lean Process control.  Furthermore, this position will be committed to positive outcomes through best practice standards of care including: wellness and chronic illness.
 
Functions

• Provide strategic direction for all Quality functions, including leading staff through the coaching session monitoring and auditing processes, coordinating and implementing quality initiatives that will facilitate compliance with all internal standards and the requirements of governing and accrediting bodies such as URAC and NCQA.


• Lead cross-functional initiatives related to process development and configuration.  Standardize process improvement techniques using the DMAIC philosophy.


• Support both Product Development and Operations as subject matter experts for all new products and their delivery processes.


• Provide oversight to Clinical Excellence area, ensuring a quality customer experience.


• Oversee "Standards of Care" for all wellness and condition topics and ensure delivery of the highest quality clinical service and product content regardless of modality (print, web, text message or email).


• Ensure Clinical Excellence team is armed with most up-to-date clinical materials, accreditations and certifications and uses this to service and support all clinical roles within the coaching center.


• Develop and maintain policies and procedures which are in support of company objectives and/or required by  governing and accrediting bodies


• Develop and maintain reporting mechanisms to allow tracking and trending of initiatives and monitoring of progress of improvement actions.


• Serve as a mentor for the development of green belt and black belt training/certifications.


• Develop and appropriately manage annual budget for department.

• BS/BA in Engineering, Software Development, Business, or related field or equivalent experience required


• Health Care and/or Payor experience strongly preferred


• 10 years of progressive experience in leading Quality Assurance areas


• Six Sigma black-belt or Master black-belt certification strongly preferred


• Proven track record of business performance improvement


• DSS (Design for Six Sigma) and Team Six Sigma process improvement projects experience preferred


• Proven analytical, design, implementation and system skills with understanding of basic statistics preferred


• Experience with regulatory or accrediting body requirements (i.e., NCQA, URAC, ISO 9000, TS 16949, EQRO, and CMS)


• Excellent computer skills with direct experience in MS Office, Word, PowerPoint, and Excel required


• Excellent organizational skills


• Must be self-motivated and able to manage multiple tasks and priorities within specified time frames


• Must have excellent interpersonal skills, with the proven ability to lead, delegate, and follow-up and to resolve conflict


• Must have excellent logic, systematic and sequential reasoning and problem-solving skills as evidenced by previous successful implementations of complex projects


• Excellent written and oral communication skills (including presentation and team facilitation) and interpersonal skills required