SUMMARY:

The Director of Quality (DOQ) provides direction, support and oversight in the development, implementation, and management of the Quality Program. The DOQ ensures programs and services are operating at optimum levels and patients consistently receive a level of care which meets or exceeds standards. The DOQ oversees the credentialing process to ensure that all independent licensed professionals are timely credentialed and activated with health plans and programs. The DOQ ensures compliance with all applicable regulations and standards.

The DOQ is a hands-on strategic leader that helps define and execute quality strategy, as well as lead crucial quality issues and project management across the organization. The DOQ supervises and directs the activities of various levels of assigned nursing, quality, clinical, and administrative staff.   

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Supports and implements the organization’s vision, mission and values.
2. Determines priorities and method of completing daily workload to ensure that all responsibilities are carried out in a timely manner.
3. Performs all job functions in a professional and courteous manner. This includes answering all general phone calls timely and providing excellent customer service to internal and external customers.
4. Fosters and promotes a culture of service excellence and accountability.
5. Supervises personnel to include screening, interviewing, hiring, disciplining and terminating. Guides, directs, disciplines, coaches and motivates staff regarding work performance, problem solving, and decision making to ensure staff meet work standards. Conducts all aspects of supervision in a professional, consistent and objective manner.
6. Fosters and promotes a culture of service excellence and accountability.
7. Directly or indirectly supervises clinical staff including registered nurses, licensed vocational nurses, medical assistants, quality managers, and other clinical or operational staff as needed. 
8. Provides a model that ensures the delivery of quality care in a holistic, caring, and compassionate manner by all licensed and unlicensed staff consistent with standards of care and patient safety.
9. Partners with leaders to clarify staff roles and responsibilities with the goals of developing clear job descriptions, complying with government regulations, and having staff work to the top of their licenses.
10. Develops and implements an orientation and training program for new clinical staff that includes skills assessment, competency evaluation, safety, infection control, and compliance with mandatory orientation requirements.
11. Develops and maintains clinical disaster preparedness programs, partners with Facilities, Human Resources, and/or other leaders to adequately educate and prepare staff as needed.
12. Manages and maintains health center certifications including but not limited to Patient Centered Medical Home (PCMH) and other certifications.
13. Develops, deploys, and maintains clinical competency models and training focused on measurable improvement of staff competencies and active management of deficiencies.  Ensures ongoing assessment by direct observation, training, and written evaluation of clinical nursing staff in the areas of competency and work performance. Provides assessments on not less than an annual basis of each staffs’ core competencies.
14. Collects data on utilization management, makes assessments, deploys strategies to decrease redundant or unnecessary specialty resources, analyzes results, and adjusts strategies accordingly.
15. Directs transitions of care to decrease rehospitalization and unnecessary usage of emergency services.
16. In partnership with the Medical Director(s), develops, revises, and implements all clinical and laboratory policies and procedures under supervision of the Chief Medical Officer.
17. Establishes consistent clinical practices across the health centers focused on quality and partners closely with the Director of Operations to ensure productive and smooth operations.
18. In close partnership with operations leadership, coordinates staff coverage at all health centers.
19. Oversees CLIA Waived laboratory procedures, controls, and records of maintenance, and prepare Laboratory M&E reports. 
20. Drafts, manages and coordinates approval and implementation of the Quality Plan. Leads organization-wide efforts to ensure that quality improvement (QI) programs are developed and managed using a data-driven focus that sets priorities for improvements aligned to ongoing strategic initiatives.
21. Researches and designs appropriate organization-wide performance and quality training. Coordinates performance management and quality improvement capacity building for all levels of management and employees. Trains and certifies in-house performance and quality improvement trainers for various performance and quality improvement training programs.
22. Coordinates the board’s Quality Assurance/ Quality Improvement (QA/QI) Committee by serving as the Chair. Convenes regular meetings, sets agendas, develops and analyzes performance improvement data for the committee, designs and implements the necessary processes and systems, develops and implements an organization-wide communication plan.
23. Establishes and maintains good rapport and appropriate intradepartmental relationships with providers and staff. Provides leadership by utilizing good communication skills and encouraging open communication.
24. Provides presentations to leadership and board(s) on Quality related matters.
25. Promotes health center services by participating in community groups and meetings.
26. Uses discretion and judgment in handling sensitive or confidential information. Answers all employee and client inquiries in a timely and courteous manner. Listens and responds to employee disputes. Understands which decisions can be made alone and which need to involve others.
27. Maintains compliance with all state and federal laws and regulations, as they pertain to position including; HIPAA, Scope of Practice, Accreditation Standards, OSHA, and the organization’s policies and procedures.
28. Must be willing and able to work at all locations as needed to meet patient care needs.
29. Must be willing and able to work all business hours including evenings and weekends.
30. Performs all other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE:

• Bachelor’s degree from a 4-year college or university; minimum of 5 years direct management experience required. Master’s degree preferred.
• RN License, current and in good standing with the State of California
• Current CPR Certificate.
• Current and in good standing; CDL and vehicle insurance.
• A minimum of 2 years’ nursing supervisory experience in a clinical setting preferred.
• Advanced certification or licensure in health care or process improvement is desired (LVN, RN, SW, Project Management, LEAN, or Six Sigma).
• Experience with the development, administration, and management of staff competencies preferred.
• A minimum of 3 years experience with quality management in an ambulatory or clinical setting including the ability to assess and improve the quality and efficiency of delivery care systems and processes for patients and staff preferred. Experience in an FQHC preferred.
• Certified Professional Healthcare Quality (CPHQ) certification preferred.

LANGUAGE SKILLS:

Ability to read and interpret documents that are at times highly complex relating to clinical, legal and financial matters.   Ability to write sophisticated reports and correspondence. Ability to speak and present information effectively with all constituencies: board of directors, physicians, clients, patients and employees of QueensCare Health Centers. Ability to facilitate discussions and work in a highly collaborative manner. Ability to positively manage and communicate change. Ability to influence key leaders, physicians and other providers.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and the ability to apply concepts of basic algebra and geometry.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to apply common sense to daily situations that arise. Ability to make decisions and execute timely to produce positive outcomes.

OTHER SKILLS AND ABILITIES:

1. Demonstrates ability and flexibility to work in other areas of the organization as needed.
2. Adheres to company’s policies and procedures.
3. Demonstrates required knowledge, skills, education for job functions.
4. Maintains and promotes a safe work environment.
5. Demonstrates a self-directed mature, disciplined, and tactful approach to fulfilling job duties.
6. Demonstrates excellent communication skills, both oral and written.
7. Demonstrates proficiency in computer applications such as Microsoft Excel, Power Point, Word and Outlook.
8. Displays a positive outlook on the job and promotes professional behavior always.
9. Organizes and prioritizes work with minimum supervision.
10. Thinks critically to navigate business issues on a daily basis.
11. Assesses opportunities and reviews current practices for continuous improvement.
12. Manages time efficiently and follows through on duties to completion.
13. Understands and commits to maintaining the highest level of confidentiality.
14. Demonstrated ability to build the trust and respect of patients, staff, colleagues, and other external contacts.
15. Communicates and works diplomatically in politically sensitive situations.
16. Sensitivity to needs of culturally and linguistically diverse patient and employee population.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel and reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance, stoop, kneel, crouch or sit. The employee must frequently lift and/or move up to 10 pounds and occasionally life and/or move up to 30 pounds. The employee is occasionally required to ascend and descend one flight of stairs. Specific vision abilities required by the job include close vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is often low. However, there are many times when there is a high ambient background noise of phones and multiple conversations. Must be able to screen out the background noise to concentrate on the work at hand.