Vice President, Quality & Customer Experience

Key Responsibilities

Quality Assurance

• Provides strategic leadership for and oversight of quality assurance activities including ownership of the PCO Quality Plan, operational audits and operational inter-rater reliability strategy for PCO staff and surveyors for NCQA products.
• Leads efforts to strengthen financial and operational risk controls.
• Leads the development and oversight of a comprehensive risk-based audit plan that reflects a thorough understanding of PCO business and operations.
• Provides reasonable assurance that risk management, controls and governance systems are implemented and functioning as intended.
• Defines strategy and implements audit program to ensure program integrity, monitoring PCO functional areas adherence to requirements.
• Leads Program Integrity function.
• Leads ongoing risk assessments and remediation planning and coordinating activities across PCO.

Process Improvement & Customer Experience

• Lead PCO shared services. Own the customer service strategy and model across products to improve customer experience.
• Lead Process Improvement strategy and associated activities intended to improve operational efficiencies, outcomes, customer and staff satisfaction.
• Drive ongoing improvements in our product content, education and policy oversight.
• Serves as a member of the PCO leadership team to optimize operational efficiencies and improvements, ensuring data collection, reporting and monitoring for key performance measurement activities are in place.

Data Insights and Operational Systems Optimization

• Oversee and optimize product technical infrastructure, workflows and operational processes.
• Responsible for the strategic oversight and management of core product systems and ongoing enhancements that improve internal and external user experience while improving operational efficiency to support scalability.
• Oversee system readiness and execution of product roadmap to ensure business requirements, operational systems and processes are aligned with organization and department strategic goals.
• Develop and implement the overall data vision, strategy, and roadmap to align with business objectives.
• Lead the Data Strategy and Analytics team to deliver best in class insights to drive business decisions at the enterprise level.
• Be a thought leader and driver of High Value Data, driving critical insights for quality improvement across the healthcare system by directing the collection, analysis, and interpretation of complex datasets to identify trends and opportunities.
• Drive innovation by investigating new data sources and analytical approaches. Establishes strategic priorities aligned with PCO and organization priority business projects.
• Partner with cross-functional teams to define KPIs and meet business needs.

Qualification & Requirements

• Masters degree or combination of education and experience that demonstrates the necessary skills and abilities required for the position.
• 10+ years health care experience, with at least 5+ years in senior leadership roles.
• 6+ years experience analyzing and leveraging data for quality and process improvement.
• Knowledge of NCQA Standards and Guidelines.
• Strong analytical and project management skills.
• Customer oriented with excellent written and oral communication skills.
• Facilitation and conflict resolution experience.

Benefits

• For new hires, this position pays in the range of $250K – $290K per year, depending on experience.
• This position is eligible for an annual incentive bonus, payable in accordance with policy.

Get Ahead

You are empowered to direct your career.

• Professional Development: Tuition assistance, seminars, memberships, etc.
• Emerging Leaders program
• Mentor program
• Virtual learning lab with over 4,500 modules

Get Balanced

We do not glorify overworking or infringe on your time off.

• Flexible Work Schedules and Paid Time Off
  • Fully remote and hybrid work options are available
  • Generous PTO, to include 11 holidays and fully paid parental leave following the birth or adoption of a child
• Burnout prevention
  • No meetings / black out times to prevent video chat overload and increase focus time
  • Timesheet alerts when staff log excessive hours

Get Inspired

Our sole mission is to improve health care quality and we allocate resources to promote our ethos and values.

• Commitment to Inspirational Leadership
  • Management Fundamentals training for all supervisors and above
  • Regular coaching and feedback guidance to all supervisors
  • Employee engagement, satisfaction and inclusion scores reported and action plans tracked

Get Paid

Competitive compensation and recognition to acknowledge and reinforce success.

• Market competitive salaries backed by external compensation surveys
• Annual bonuses and salary increases
• Company contributions to retirement
• Transparency
  • Regular feedback from supervisors
  • Clearly communicated step promotion procedure for each position
  • Pay transparency of salary ranges and clarity on your position within the range

Get Healthy

Company resources and tools to encourage physical, emotional and behavioral well-being.

• Comprehensive Benefits Package. No waiting – it’s available on the 1st of the month after your start date
• Wellness Programs. Health education, programs and tools to promote healthy outcomes
• Employee Assistance Programs. Professional assessment, referral and/or short-term counseling to help employees with personal challenges