Director of Quality and Process Improvement

The Director of Quality and Process Improvement for Vida Member Services is responsible for leading and overseeing quality assurance initiatives, process improvements and the implementation of service center applications to enhance operational efficiency. This role requires team management, strategic leadership, cross-functional collaboration and expertise in healthcare quality standards, process optimization and technology integration, preferably in contact center or other healthcare service operations environments.

Responsibilities

• Develop and oversee quality programs to ensure compliance with healthcare regulations (e.g., CMS, HIPAA).
• Identify and implement training initiatives to enhance service center staff performance and quality.
• Track and analyze KPIs to improve patient outcomes, operational efficiency and service quality.
• Conduct audits, risk assessment, and root cause analyses to address quality-related issues.
• Lead efficiency and cost-reduction initiatives using Lean, Six Sigma and other methodologies.
• Identify inefficiencies and implement data-driven solutions to streamline processes.
• Oversee the selection, implementation and optimization of healthcare applications (e.g., Genesys, Zendesk, Jira, Braze).
• Partner with clinical, administrative and IT teams to align initiatives with organizational goals.
• Lead a team of quality, training and process improvement professionals, fostering a culture of excellence.
• Provide reports, recommendations and training on quality, process improvement and technology best practices to leadership and staff.

Qualifications

• Bachelor’s or Master’s degree in Healthcare Administration, Business, Quality Management or a related field.
• Minimum 5 years of experience in healthcare quality, process improvement and/or healthcare technology implementation.
• Strong knowledge of regulatory requirements (e.g., HIPAA, CMS) and quality improvement methodologies (Lean, Six Sigma).
• Experience with omni-channel center applications such as genesys, Zendesk, Jira and workflow automation tools.
• Proven leadership experience with the ability to drive change, manage teams and collaborate across departments.
• Excellent analytical, problem-solving and project management skills.
• Strong communication skills with the ability to engage and influence stakeholders at all levels.