Job Summary:

At Coordinated Care Alliance New York (CCANY) the Quality Improvement Manager will support the Director and Senior Vice President of Quality Assurance in overseeing the Quality Improvement (QI) Program as well as managing and developing QI projects. This is a position of Leadership focused on evaluation and improvement of the quality of services delivered to Members. This position has a primary responsibility to support the growth of CCANY’s quality assurance and improvement programs, creating and fostering a culture of continuous quality improvement. The ideal incumbent will demonstrate strong ethics and have experience managing quality improvement functions; talent development acumen a major plus. The incumbent must be extremely comfortable with ambiguity and adept at translating abstract concepts into practical policies and procedures. This role requires ingenuity and creativity through independent work. This will be a highly visible role, working closely in concert with executive staff and senior leadership to nurture a culture of quality.

Supervisory Responsibilities:

• The QI Manager does not directly supervise any staff; however, they are expected to support any Quality Assurance (QA) staff involved in QI activities.

Essential Duties and Responsibilities:

• Employ innovation and creativity to develop, build and maintain a Quality Improvement Program.
• Support the Director and Senior Vice President of Quality Assurance in overseeing operations and project management specific to Quality Improvement activities.
• Assists with the identification of methods and areas of focus for performance improvement activities and provides leadership to implement data-driven changes.
• Collaborates with Executive and Senior Management in identifying strategic directions for improvements.
• Provides leadership to all levels of staff on all areas of Quality.
• Leads implementation of agency wide efforts to improve quality service delivery and Member satisfaction with service.
• Maintains close liaison with Care Management and other departments to ensure coordination, standardization, and continuity of quality improvement initiatives.
• Independently develops criteria and methods for quality improvement reviews and studies. Participates in reviews/audits with Regulatory Agencies. Drafts plans of corrective action (to the extent required).
• Independently develops tools, guidance documents, and training on quality improvement activities.
• Performs specific Quality Improvement reviews using established review tools. These reviews will include interviews with Members/ families and Care Management staff.
• Assists with the monitoring of effectiveness and quality of care management service delivery by the organization. Investigates problem areas and proposes corrective action(s). Follows up on corrective action, ensuring applicable documentation.
• Continuously evaluate Quality Improvement activities, initiatives, and work processes to identify opportunities for enhancement and to cultivate a culture of continuous Quality Improvement. Collaborate with the Training Department to deliver training for employees in areas of responsibility.
• Provides reports regularly, and as directed or requested, to keep the Board of Directors and senior management informed of the operation and progress of compliance efforts.
• Maintain a current awareness of quality related regulations, keeping abreast of current changes that may affect ACANY’s quality improvement program.
• Keeps abreast of appropriate Regulatory Agency (e.g. OPWDD, DOH) requirements related to all aspects of organizational functioning. Reviews proposed and adopted changes and recommends policy and/or procedure revision consistent with regulatory changes. Informs/ trains applicable staff on these requirements/changes.
• Compiles statistical data for the executive team and Board of Directors, as requested.
• May consult with employees on issues.
• Participates on committees, in meetings, and presentations as assigned.
• Manages and implements projects assigned by the Director of QA.
• Maintains confidentiality.
• Performs other duties, as assigned.
• Must possess a valid Driver’s License from New York, or a contiguous state (i.e., Connecticut, New Jersey, Pennsylvania, and Vermont) OR Must have the ability to take ample public transportation to attend meetings in person in the community and in the office as needed.

Education and Experience:

• A Bachelor’s degree in Human Services, Health Care Management or a related field is required.

• A Graduate degree (Masters, Doctorate) is preferred.

• At least 2 years job experience in Quality Assurance or Quality Improvement is required, 3-5 years is preferred.

• Project management experience is preferred.

• Ability to communicate with a wide variety of individuals professionally, intelligently, and effectively:

  • Verbally and in writing (including email, reports, memos, policies) to representatives of government agencies.

  • To all levels of the organization including staff and individuals and families/advocates.

• Requires strong telephone and customer service skills.

• Ability to determine what request is being made and the course of action in a calm, reassuring, and polite manner is required.

• Experience with cross organization communication on a regular basis, including controversial problems within and outside of the organization and presenting recommendations for resolutions is required.

• Position constantly requires independent thought and reasoning.

• Ability to interpret complex information is required.

• Ability to obtain facts and exercise judgment in interpreting the facts presented is required.

• Must be able to analyze and identify trends and systemic problems with programs.

• Ability to work on several projects simultaneously and independent of supervision.

• Knowledge of applicable State/Federal laws and regulations e.g., OPWDD, DOH, OCFS, Justice Center is required.

• Must have strong knowledge of all regulations governing the area of incident reporting and abuse.

• Demonstrated knowledge of quality improvement literature, tools, and systemic problem-solving methods

• A strong working knowledge of regulatory websites and databases.

• Must be proficient in MS Word, PowerPoint, and Outlook.

• Must possess the ability to exercise critical thinking and collaborate with team members to ensure appropriate resolutions are met.

• Must be flexible and adaptable, able to cope with unexpected events.

• Participate in various projects as assigned.

• Absolute sense of integrity and personal commitment to serving people with I/DD and their families.

• Ability to work autonomously.

• Demonstrate professionalism, respect, and ability to work in a team environment.