Quality Assurance Program Manager
5 days ago
The Global Nurse Advice Line (NAL) is a service provided by Valor Healthcare to Military Health System (MHS) eligible beneficiaries, offering 24/7 access to telehealth registered nurses for triage services and general health inquiries.
This position requires a strong leader with extensive experience in quality assurance programs in call center or healthcare settings. The ideal candidate will have excellent leadership, communication, and analytical skills.
We are seeking a Quality Assurance Program Manager to join our proposal team for a government contract to support the NAL. As a key member of our team, you will be responsible for monitoring quality assurance and related processes, coordinating QA initiatives, and reporting updates to the business.
Key Responsibilities:
- Responsible for monitoring the quality assurance and related processes.
- Coordinating QA initiatives and credentialing activities and reporting out to the business regarding updates and findings.
- Program Leadership: Lead and supervise a team of healthcare professionals, demonstrating strong leadership, interpersonal, organizational, and communication skills.
- Program Implementation: Manage the implementation of nurse triage programs, including resource identification, allocation, maintenance, and adjustments as needed.
- Formal Planning: Develop comprehensive plans for program execution, ensuring that all aspects are well-defined and tracked.
- Performance Tracking: Oversee the formal tracking and reporting of program performance metrics to ensure alignment with organizational goals.
- Quality Assurance: Maintain the highest standards of patient care and quality assurance within the call center operations.
- Regulatory Compliance: Ensure that all programs and activities adhere to relevant healthcare regulations and guidelines.
Requirements:
- Bachelor's degree in healthcare management, business administration, communication, IT, social science, or a related field.
- Minimum of 3 years of experience managing a QA program.
- Minimum 3 years of experience in a clinical setting required.
- Minimum 3 years of experience in QA within healthcare or telehealth settings.
- Proven experience in supervisory positions, with the ability to lead, motivate, and track performance in a heavy volume setting.
- Ability to develop and implement QA protocols and conduct regular reviews.
- Demonstrate knowledge of QA best practices.
- Knowledge of quality metrics, auditing processes, and performance improvement methodologies.
This position is contingent upon contract award, client approval, completion of a favorable background investigation, and the ability to obtain and maintain a Public Trust / High Risk clearance.
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