Director, Quality & Performance

About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Job Description

The Access Center Quality Assurance Director, under the direction of the Vice President of Access Center, is responsible for monitoring and providing feedback to frontline staff and contracted staff on the quality of customer interactions and contacts. This position will support supervisors and Directors in Contact Center operations in recording, evaluating, and providing ongoing feedback on customer service and technical components for staff. This position will be responsible for providing continuous improvement in the quality assurance process along with performance improvement for staff. The position will support operations to focus on modeling and creating exceptional customer service to ensure goals and quality standards are met. This position will also be responsible for providing a consistent monitoring approach throughout the Summit Health organization and contracted organizations along with publishing quality scores to management consistently as well as identifying process improvements to improve patient experience across various channels of communication.

Major Responsibilities:

• You will oversee quality and monitoring programs across various specialties for the Access centers including Aftercare, NJ Access Center, NY North Region and NY South Region.
• You will address and respond to issues, bring key stakeholders together to assess root causes and learning gaps, implement and/or support appropriate interventions.
• You will support business stakeholders by establishing quality standards and productivity goals for the individual business units.
• You will identify and validate content to be used in learning materials based on input from Business Unit team members and subject matter experts, and with review and approval from operational business partners.
• Provide support to the individual management team by identifying opportunities for achieving high levels of positive patient experience and leading the process and quality efforts to achieve them; this includes hands-on data analysis and statistical process control, as well as providing direction and leadership to site/BU quality analysts on improvements.
• You will be responsible for the implementation and maintenance of all quality and other metric improvement projects and programs, including the quality/call monitoring process, pilots and design of experiments.
• You will be responsible for implementing an Interaction analytics tool across all the business units identified by the senior leadership.
• Support learning management system and learning technology administration, including enrollment, utilization, reporting and communications.
• Assist with ad-hoc learning and development projects, training, and facilitating as required.
• Lead, coach, and develop a team of Quality Assurance professionals to ensure growth and productivity.
• Manage, monitor, and evaluate the performance of Quality managers/Analysts on an ongoing basis in accordance with applicable performance standards.
• Focus on morale and engagement of the Quality team to ensure employment satisfaction.
• Hold individual and departmental meetings, and on-site training sessions as needed, to ensure proper communication and dissemination of information.
• Identify the appropriate tools and channels to deliver the right coaching content and create an efficient monitoring program to achieve effectiveness goals defined for each department.

QUALIFICATIONS:

• 10+ years of Contact center Experience managing quality assurance teams.
• 3+ years of experience in handling an Interaction analytics tool and establishing monitoring standards across the organization.
• 3+ years of experience developing and implementing successful, enterprise-wide organizational Quality Monitoring Programs, preferably in a healthcare, biotech, or pharma environment.
• 5+ years of management experience, preferably in a contact center environment.
• Bachelor’s degree in organizational development, business, education, or related field preferred.
• Organize, conduct, and evaluate internal quality monitoring and calibration programs.
• Building positive relationships and communication channels with other teams and departments.
• Ability to coach and develop others.
• Strong facilitation presentation skills, including one-to-one, small, and large group settings.
• Excellent verbal, written, and interpersonal skills.
• Ability to work in a fast-paced environment with competing priorities.
• Flexible and adaptable; able to embrace and champion change on short notice.
• Ability to manage multiple projects and priorities simultaneously.
• Ability to provide direction and coaching to Process and Quality Analysts.
• Strong aptitude for detail, and analytical projects with a focus on metric-driven improvements.
• Ability to work independently required.
• Strong computer skills (knowledge of a PC, Microsoft Office programs).
• Ability to travel between the access centers, in addition to conducting site location visits.

Preferred:

• Prior experience in a healthcare call center.
• Prior experience using Speech/Interaction Analytics.
• Prior experience in a healthcare setting.
• Training in Total Quality Management or Quality Improvement and experience in process design/redesign.
• Six Sigma Black Belt or COPC-certified.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only.