Manager II, Performance Integrity Office

HealthEdge•Remote,

1d•$144,000 - $155,000•Remote

About The Position

To lead and manage a team in delivering operational excellence through rigorous performance integrity, quality governance, and continuous process improvement, ensuring SLA and KPI targets are consistently met, compliance standards are upheld, and corrective actions are systematically executed. The role drives a culture of accountability, transparent communication, and disciplined process adherence while developing team capability and maintaining strong stakeholder relationships.

Requirements

100% team adherence to quality standards, SLAs, and defined processes
Number of SOP non-compliance incidents (target: zero repeat violations)
Zero client escalations; escalation response and resolution time where they occur
On-time completion rate for all mandatory training requirements across the team
RCA completion rate following incidents, timeliness and quality of output
Number of process improvement initiatives identified and successfully implemented
Measurable reduction in defect rates, rework, and process cycle times
Cost and efficiency savings attributable to optimization efforts
Frequency and quality of SOP and job aid updates
Number of new ideas, best practices, or innovations introduced per quarter
Rate of recurrence for issues with completed corrective actions

Responsibilities

Own and enforce adherence to quality standards across the team; ensure leads conduct regular quality checks and provide structured, actionable feedback
Lead root cause analysis (RCA) following all major incidents or escalations; drive corrective and preventive action (CAPA) plans through to completion
Monitor team output, productivity, and compliance metrics in real time, escalating risks proactively
Ensure zero-tolerance approach to SOP non-compliance; identify gaps and implement sustainable corrective measures
Proactively identify opportunities to improve service levels, reduce process defects, and eliminate cost inefficiencies
Collaborate with clients and internal teams to close process gaps and implement durable solutions
Promote technology and innovation as levers for process improvement; introduce new standards and best practices
Update SOPs and job aids on a weekly basis to reflect current process and regulatory requirements
Lead complex, multi-component improvement projects, breaking them into executable components and guiding the team through delivery
Ensure the team handles all work received and meets defined SLA commitments
Conduct capacity planning aligned to demand and maintain operational continuity
Make sound decisions on matters affecting customer satisfaction, compliance, and revenue generation
Lead client and vendor calls; provide daily status updates and act immediately on flagged issues
Escalate unresolved issues to appropriate individuals per established guidelines
Own internal communications and change management for the function
Set clear performance expectations; manage individual and team performance through regular coaching, feedback, and accountability conversations
Deliver on-floor training and one-on-one mentorship for new joiners; support lead development
Complete all mandatory training certifications on time and ensure team compliance with training requirements