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NCQA · 3 hours ago

Vice President, Quality & Customer Experience

Washington, DC

Full-time

Onsite

Director/Executive

$250K/yr - $290K/yr

10+ years exp

NCQA is hiring a Vice President of Quality & Customer Experience to provide strategic leadership and expertise in customer experience and quality improvement. The VP will lead a team focused on enhancing customer service operations and overseeing quality assurance activities while driving operational efficiency.

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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

Healthcare experienceData analysisQuality improvementNCQA Standards knowledgeProject managementWritten communicationOral communicationFacilitationConflict resolution

Required

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

This position is eligible for an annual incentive bonus, payable in accordance with policy.

Click here for employee benefit information.

Company

NCQA

At NCQA, we are driven by a clear mission to improve the quality of health care and a vision of better health care, better choices, and better health for everyone.

Founded in 1990

Washington, District of Columbia, USA

201-500 employees