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Senior Vice President of Quality Assurance

2 months ago

Little Ferry, New Jersey, United States NCQA Full time

Overview: NCQA is seeking a Senior Vice President of Quality Assurance & Customer Experience to deliver strategic oversight, direction, and expertise aimed at enhancing customer satisfaction, quality enhancement, quality control, effective system management, and identifying avenues for operational efficiency improvements. The SVP will lead a dedicated team focused on establishing, refining, and maintaining robust customer service operations, interdisciplinary quality enhancement initiatives, and quality control activities, ensuring that operational systems are developed with precise business requirements and disciplined management practices.

Key Responsibilities:

Quality Control: Provide strategic leadership and oversight for quality control initiatives, including ownership of the PCO Quality Framework, operational assessments, and inter-rater reliability strategies for PCO personnel and evaluators for NCQA offerings. Collaborate with PCO functional areas and Product Development to integrate quality assurance insights into Continuous Quality Improvement (CQI) for products and content. Strengthen financial and operational risk management protocols.

Process Enhancement & Customer Satisfaction: Direct PCO shared services. Own the customer service framework and model across various products to elevate customer satisfaction. Spearhead process enhancement strategies and related initiatives aimed at boosting operational efficiencies, outcomes, and satisfaction for both customers and staff. Act as a member of the PCO leadership team to optimize operational efficiencies and improvements, ensuring comprehensive data collection, reporting, and monitoring for key performance metrics.

Operational Systems Improvement: Provide strategic guidance for business solutions. Oversee the strategic management of system enhancements that elevate both internal and external user experiences while improving operational efficiency to support scalability. Supervise the operating systems product management team to ensure alignment of business requirements, operational systems, and processes with the strategic objectives of the organization and department.

Qualifications:

- Master's degree or a combination of education and experience demonstrating the necessary skills and abilities for the role.

- Over 10 years of experience in the healthcare sector, with a minimum of 5 years in senior leadership positions.

- At least 6 years of experience in analyzing and utilizing data for quality and process enhancements.

- Familiarity with NCQA Standards and Guidelines.

- Strong analytical and project management capabilities.

- Customer-focused with exceptional written and verbal communication skills.

- Experience in facilitation and conflict resolution.

Equal Opportunity Employer: NCQA is committed to a drug-free workplace and promotes equal opportunity for all individuals, administering all personnel actions without regard to race, color, religion, national origin, age, sex, pregnancy, citizenship, familial status, disability status, veteran status, genetic information, or other protected statuses under applicable laws.