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Manager Quality and Process 044826
To be fully engaged in providing Quality/No Harm, Customer Service and Stewardship by successfully leading a team of trainers, quality specialist, and technical writers serving the
learning and development needs of the Health Plan. The individual will work closely with members of management to identify training opportunities, standardize training programs,
evaluate the effectiveness of facilitators, overseeing the technical writing efforts and workloads.
Success will be based on the individual’s ability to create a learning and development model that effectively supports departments’ pursuit of excellent member service through the engagement of team members, stakeholders, and resources. Manager will work collaboratively with all areas of Quality and Process Improvement as well as all internal and external customers to ensure quality, training, knowledge management and other areas of process improvement are consistent with the needs of the Health Plan.
Responsible for regularly meeting with each management team to assess department training needs.
Ensure staff completes timely and comprehensive development and updates to all training curriculum to achieve leadership goals and initiatives.
Monitors industry trends in adult learning, healthcare education, and development in service to create actionable plans which will enhance the quality and training programs.
Provides and collects feedback over training efforts and quality monitoring creating standards and new evaluation methods as needed.
Ensures associates are provided tools and resources in compliance with CMS and HIPAA regulations as well as state/federal mandates.
Represents leadership, training, and quality units during new business or product implementation to include ongoing participation in project implementation meetings.
Creates and maintains Health Plan training calendar, including new hire, deployment and adhoc training initiatives coordinating the demands of the department and schedules of
training resources, facilities, and equipment.
Brands, centralizes, and standardizes training and quality management across the Health Plan
Enhances the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process.
Provide senior leadership with analysis and recommendations of initiatives related to the new-hire, deployment, adhoc, and staff development training needs of the Health Plan
Assure regular and consistent performance auditing and calibrations across functions
Maintains and improves product quality by completing product, system, compliance, and surveillance audits; investigating customer complaints; collaborating with other members of management to develop new programs and training methods.
Identifying opportunities for quality improvement and working with management to develop solutions
Participating in special projects as directed
Develop cost-effective training materials and
Determine the most cost-effective delivery methods/formats; including, but not limited to virtual/online, classroom, written and individual.
Lead the streamlining of current reference material and documentation; identify the need for new job aids, etc.
Approve learning and support materials as appropriate
Set forth a document review cycle and methodology
Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Analyze customer survey data to determine what training is necessary to improve satisfaction outcomes. This includes CAHPS and ad hoc surveys.
Facilitating positive inter-departmental relationships and actively participating in a variety of meetings and special projects as directed
Conducts reviews and accepts training evaluations and feedback. Uses results to improve the customer experience with future training sessions.
Performs quarterly business reviews to senior management in summary of training
initiatives, effectiveness, highlighting opportunities and enhancements while building actionable and measrable plans.
Collaborate with the management on the development of supervisors as quality coaches and act as their mentor in dealing with the challenges of developing front line staff.
Act as process analyst by identifying efficiency gains driven by training and quality initiatives.
Provide expertise and support related to instructional/informational design and development, appropriate content treatment and media, and effective delivery strategies.
Bachelors degree required.
Minimum of two (3) years of experience with a managed care organization or health plan
Minimum of two (2) years managing a quality program
Should have proven courseware design and development experience
Proven teaching and facilitation skills and ability to engage an audience
Experienced in E-Learning facilitation
Proficient computer skills, (Microsoft Word, PowerPoint, Outlook)
Demonstrated experience with professional business writing and presentations
Must be able to show samples (e.g. completed modules, quick reference cards, course objectives, design approaches, content treatment, curriculum design, quality monitoring
Must have demonstrated experience in communicating effectively with all levels of management and representatives.
Time: Full time
Updated: 10/23/2019 7:50:37 AM