Director of Continuous Improvement and Quality

Owens & Minor•Nashville, TN

About The Position

At Accendra Health, we understand that healthcare is complex, and we’re here to make it easier. We help deliver care beyond traditional settings, making essential products and services more accessible through every stage of life. As part of the care team, our teammates play a critical role in delivering personalized, long-term care for the patients we serve. With deep expertise promoting health outside the hospital and a presence in communities nationwide through our Apria and Byram Healthcare brands, Accendra Health does more than just deliver the essentials. If you’re interested in meaningful work with impact, explore our career opportunities ─- from remote-friendly to hybrid and in-person roles ─- and join us in our purpose of Teammate Benefits As an Accendra Health employee, you have choices to fit your life. Our comprehensive benefits program is designed to meet you where you are — through all of life’s stages. We’ve got you and your family covered with benefits that support your health, finances, and overall wellness. Our benefits program includes: Medical, dental, and vision care coverage Paid time off plan 401(k) Plan Flexible Spending Accounts Basic life insurance Short-and long-term disability coverage Accident insurance Teammate Assistance Program Paid parental leave Domestic partner benefits Mental, physical, and financial well-being programs The Director of Continuous Improvement, Quality, and Customer Satisfaction is responsible for driving enterprise innovation initiatives, process enhancements, and quality improvements. This role leads strategic efforts to enhance operational efficiency, strengthen quality standards, improve customer experience, and embed a culture of continuous improvement across the organization. The director partners with senior leadership to identify opportunities, implement best practices, and ensure measurable outcomes that align with organizational goals and compliance requirements.

Requirements

4-year college degree or equivalent experience is required.
10 years of related experience.
Experience managing direct and indirect teams, including internal and contracted employees.
Experience with and understanding of customer care center administration, systems, and reimbursement methodologies.
Six Sigma/Lean certification
Strong communication, business process analysis, and strategic business analysis skills
Demonstrated success in team leadership, program management, global delivery, relationship management, and change management
Strong capabilities in service team leadership, cross-cultural aptitude, adaptability, influence, and innovation
Leadership
Business acumen
Strategic thinking
Problem solving
Financial management at corporate and department level
Project management
Personal effectiveness and credibility
Interpersonal and diplomacy skills
Advanced skills in Microsoft product suite
English (reading, writing, and verbal)
Impeccable written and verbal communication skills
College-level mathematical proficiency, with a strong ability to understand, interpret, develop and implement action plans based on analysis of spreadsheet data.

Responsibilities

Strategic Leadership: Develop and execute a comprehensive continuous improvement strategy aligned with organizational objectives.
Champion process innovation and quality initiatives to enhance efficiency, scalability, and customer satisfaction.
Continuous Improvement and Process Innovation: Embed continuous improvement strategies into process and project frameworks, monitoring KPIs to ensure effectiveness.
Support and optimize new business processes, including deployment of new initiatives, enhancements, and specialty workflows.
Conduct detailed assessments such as impact and gap analyses, time studies, and ROI comparisons to inform project decisions.
Facilitate kaizen with root cause analysis and translate customer feedback into actionable improvements and feature enhancements.
Oversee implementations from pre-go-live through postmortem evaluation, ensuring successful adoption and sustainability.
Quality, Customer Satisfaction and NPS: Develop and maintain the NPS measurement framework, including survey design, distribution, and analysis.
Collect, analyze, and interpret NPS data to identify trends, drivers of customer sentiment, and actionable insights.
Create dashboards and reports for leadership, highlighting NPS performance, root causes, and improvement opportunities.
Educate internal teams on NPS methodology and foster a customer-centric culture.
Collaboration and Leadership: Partner with cross-functional teams to identify improvement opportunities and foster a culture of innovation.
Provide thought leadership on best practices, emerging trends, and tools for process excellence.
Performs other duties as required.