Director of Care Community Quality Details

Director of Care Community Quality

Ontrak Inc - Los Angeles, CA

Employment Type : Full-Time

If you love collaborating with some of the brightest most passionate people in the the industry and have a passion for helping and supporting others, this may be the most challenging and rewarding job you'll ever love.

More about the role:

The Director of Quality Operations will manage and coordinate efforts of the Care Community department and organization to help establish program performance and quality metrics, and work to refine established metrics to align with our ongoing strategic initiatives, key performance indicators, and client service levels. As a leader and consultant to the Care Community leadership team, Operational Data and Analytics department, Compliance team, and senior/executive leadership, this position will help determine what to measure, how often to measure it, and make recommendations of how the information is communicated to stakeholders.

Using a cross-functional approach, the Director of Quality Operations will also aim to grow and develop the quality sector through the standardization of processes, removal of waste, execution of implementations, and change management communication. Special attention will be given to internal oversight of documentation audits, call quality (reliability testing), quality councils development and leadership, and performance data monitoring. In partnership with the Compliance department, the Director of Care Community Quality will further support the Care Community and organization with quality initiatives that involve external stakeholders and extract pertinent info from documentation systems to support initiatives.

The Director of Quality Operations will also partner with Care Community leaders to continuously develop standard operating procedures to support front line staff, harvest key points of data to inform day-to-day operations and make workflow adjustment recommendations to optimize care and program quality.

• Lead the Care Community quality audits process, supporting leaders of the Care Coach, Community Care Coordinator and Clinical Operations Coordinator teams in the execution and tracking of call and program quality evaluation.
• Supporting Community Care leadership in the development of standard work and documentation, while identifying best practices and processes for implementation through the leadership team.
• Analyzing and evaluating clinical, claims, and outcomes information in support of the continuous improvement of program delivery as well as program outcomes such as retention, cost savings and member experience. Assisting with the formation and implementation of changes that need to be made to continually improve the OnTrak program and outcomes.
• Reviewing and evaluating the link among information, program administration, and the clinical presentation of the membership on an ongoing basis.
• Collaborate with OnTrak program/Care Community managers to formulate and deliver role-based performance scorecards and reporting tools to enable the successful management of the teams delivering the program.
• Develop and analyze process metrics to inform continuous improvement cycles, establish best practices, and meet program service level requirements.
• Monitor analytic changes made by us to improve outcomes, and then track impact for each health plan by condition, engagement module, risk level and cost category.
• Track the Care Community Member Survey reporting process, including any needed improvements related to feedback and trends in survey data.
• Serve as a liaison between and among the Care Community teams and throughout the organization for consultation on the data, metrics, analysis, and outcomes in the clinical program.
• Consult with internal and external auditors to provide requested information for quarterly, annual, and ad hoc audits.
• Act as care coaching subject matter expert for the digital engagement implementation team.
• Collaborate with Care Community leadership and Marketing to implement digital engagement strategy and evaluate the impact on Care Community key performance and process metrics.
• Assist leadership with establishment and implementation of the digital engagement workflows.
• Bridge the process between data and practical use on the clinical side and troubleshoot enrollment barriers/accuracy/decision making/flaws in data presentation.

Requirements:

• Bachelor's degree. In lieu of degree, equivalent education and/or experience may be considered.
• 3+ years of experience managing quality programs in a wellness, clinical, or community health setting.
• At least 1 year of experience of leading program quality initiatives
• Proven success in team building, program/project management, and process improvement.
• Proficient personal computer skills, including Microsoft Office (Word, Excel, PowerPoint) and health care documentation systems is required
• Proven leadership skills, including and a demonstrated ability to:
  • Act as an influencer and motivator.
  • Motivate teams to exceed goals and deliver outstanding results.
  • Manage difficult situations and the challenges associated with a complex, innovative, startup-like clinical environment.
  • Adapt to a regularly changing environment
  • Contribute positively to a strong organizational culture
• Strong written and verbal communication skills with a keen attention to detail.
• Demonstrated problem solving skills.
• A goal orientation, self-motivation, resilience, tenacity, and a sense of urgency.
• Solid organizational skills, flexibility, and the ability to work independently.

Preferred:

• Advanced knowledge of MS Excel.
• MS Power BI or other data extraction tools such as Tableau/Python, and experience navigating CRM platform such as Salesforce
• Experience with digital engagement tools and technology.
• Experience managing direct reports

All work from home opportunities require:

• A quiet, private, distraction-free home office work environment
• A reliable high-speed internet connection (cable, DSL or fiber) with speeds of at least 10Mbps download and 5Mbps upload
• Background check clearance

Ontrak, Inc. is making a positive impact on people’s lives every day. We use predictive analytics to identify health plan members with unaddressed behavioral health conditions that worsen chronic disease, then engage, support and guide these members to better health with a personalized, human-centered approach. This has led us to where we are today: growing fast and saving lives as we do.

To support our explosive growth, we’re looking for compassionate, hard-working people-lovers to join our team. If innovating in the field of patient care is something you’re passionate about, we encourage you to join our mission to improve the health and save the lives of as many people as possible.

Impact lives in so many ways
You'll be an integral part in supporting people coping with their unique life challenges. Every member of the Ontrak team contributes to accomplishing our goals and upholding our people-centric values.

The new face of mental health
Our model is research-based, and we are invested in staying on the leading edge of treatment. You'll help us break down barriers and stigmas associated with mental health.

Career options
Our ongoing strong growth and evolution, we are looking for people who want to do their best at work. Join our team and take your career to the next level with Ontrak. We are committed to promoting from within.

Excellent compensation
In addition to a competitive wage, we offer comprehensive benefits including medical, dental and vision insurance; a 401(k) plan; paid holiday, vacation and sick time; flexible spending accounts; Basic Life/AD&D, Employee Assistance Program and Travel Assistance Program and more.

Ontrak, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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