Clinical - Quality Lead

Performance Management

• Define and manages achievement of client performance objectives
• Responsible for meeting client Service Level Agreements for quality
• On-going management of Quality systems, processes, and procedures
• Plan and conduct internal Quality assurance audits
• Enforce compliance with internal procedures to ensure that established quality and process procedures are being followed by the appropriate personnel at all times.
• Coordinate, evaluate, and assist in developing action plans and follow up of quality issues.
• Facilitate the account’s-initiated audits. Coordinate and host audits and inspections.
• Engage in on-going communication with the account and business partner, acting as quality liaison to resolve outstanding quality issues, provide audit follow-up, and ensure customer satisfaction with the vendor's quality systems
• Act assign-house counsel for quality issues, providing guidance for staff questions and solutions to quality problems.
• Lead investigations of production/quality problems.
• Develop client relationships

People Management

• Handles and resolves resistance of the team to change as it involves conflicting views and opinions
• Capability to train and conduct workshops in Quality Tools, Kaizens, Lean training etc.
• Works with BE Associate Manager/Quality Leads to resolve grievances
• Develops and trains team members through coaching, providing work advice and motivation.

Process Improvement

• Drive continuous improvement onsite and throughout the investigations via cross-functional teams and working with key stakeholders. 
• Manage Diet Six Sigma/Lean Projects associated with product and process improvement activities. 
• Help develop, foster, and drive a culture of lean Six Sigma throughout the company.
• Provides input and feedback to key leadership positions about process improvement opportunities specific to all parts of the organization.
• Works to identify key gaps within the different functions and leads the transformation of existing processes in terms of capability and maturity utilizing Lean Six Sigma.
• Maximize revenue and measure costs for group

Technical

• Review and approve process and QC documentation to release processes for distribution Manage Change Controls and Administer Change Control System.
• Act as quality approver for documents requiring approval from a quality representative.
• Manage and provide internal SOP and ISO compliance training. Coordinate training across departments. Maintain training databases, and ensure that employees training records are up to date. Ensure new employees are trained on SOPs per specific job function.
• Ensure that appropriate records are properly controlled. Manage the proper storage and filing of controlled documents.  

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) – For Healthcare Accounts

With Moderate Competency Level in ff.:

• Communication Skills (Spoken)
• Communication Skills (Written)
• Customer Service Orientation
• Computer Literacy
• Job Knowledge
• Sense of Urgency
• Passion for Excellence
• Working in Teams/Interpersonal Skills
• Work Organization
• Drive for Results/Execution
• Thriving in Change
• Expertise/Analytical Skills
• Product Knowledge
• Typing Skills
• Problem Solving
• Training Needs Analysis
• Process Improvement
• Performance Management
• Discipline Management
• Change Management

With Expert Competency Level in ff.:

• Expertise/Analytical Skills 
• Utilization Management/HealthCare

Reports to: 

Quality Associate Manager / Manager

Supervises:

Quality Analysts / Customer Experience / Process Improvement Analysts

Essential Qualifications: 

• USRN/PHRN Registered Nurse is required.
• At least 1-2-year(s) of working experience as a quality analyst supporting healthcare accounts

Work environment:

The work environment is professional, office. Business casual attire.

Work at Home:

• Ability to create and follow business plans
• Time management skills
• Be reliable and responsible
• Organizational skills
• Willingness to seek help and ask questions
• Adaptability and Flexibility
• Self-Motivated
• Technically proficient
• Ability to work independently
• Proactive
• Ability to work as part of a virtual team
• Strong written and verbal communication skills
• Reliable home office equipment and internet connectivity
• Excellent problem-solving skills
• Ability to work with little supervision
• Strong work ethic; Integrity

Physical demands:

May require weekend or evening work