Quality Program Specialists

TeleSpecialists LLC

13h

About The Position

The Quality Program Specialist supports high-quality performance between TeleSpecialists and its hospital partners for Tele-Neurology services, including Stroke Alert protocols and inpatient neurological care. This role champions continuous improvement and error reduction initiatives through data-driven analysis, quality improvement tools, and strong client collaboration. Reporting to Quality leadership, the Quality Program Specialist supports service implementation from go-live through contract renewal, strengthens customer relationships, and contributes to improved patient outcomes, customer satisfaction, contract retention, and overall organizational performance

Requirements

Minimum of five years of clinical experience in stroke care, emergency department, critical care, or stroke coordination
Strong critical thinking, analytical, and problem-solving skills
Demonstrated experience using quality improvement tools such as PDCA, Pareto analysis, fishbone diagrams, and basic statistics
Excellent written and verbal communication skills at both conceptual and tactical levels
Ability to prioritize and manage multiple time-sensitive activities across internal and external stakeholders
Strong organizational skills, including independent calendar management
Proven ability to create clear technical documentation, job instructions, and clinical protocols
High emotional intelligence with the ability to work effectively with a diverse and challenging client base
Effective facilitation and conflict resolution skills for both in-person and remote collaboration
Willingness to proactively seek and provide feedback and coaching
Clinical knowledge of stroke care, emergency department, and critical care environments
Knowledge of quality management systems and accreditation standards (ISO, DNV, The Joint Commission)
Proficiency with quality improvement tools, including PDCA, Pareto analysis, fishbone diagrams, and root cause analysis
Strong critical thinking and data-driven analytical skills
Effective written and verbal communication skills at both conceptual and tactical levels
Ability to perform process mapping, troubleshooting, and clinical performance improvement
Strong organizational and time management skills to prioritize multiple time-sensitive activities
Technical writing skills to develop clinical protocols and job instructions
Ability to facilitate discussions, manage conflict, and work across co-located and remote teams
Emotional resiliency and ability to work effectively with a diverse and challenging client base

Responsibilities

Supports customer implementation activities, including value stream mapping and go-live execution
Manages ongoing customer performance improvement relationships
Serves as a liaison between TeleSpecialists virtual neurology providers, client physicians, and medical staff offices
Provides program management support for internal and external quality-related initiatives
Ensures processes align with ISO, DNV, and The Joint Commission standards
Serves as the primary quality control resource for issue identification, resolution, and continuous improvement between TeleSpecialists and client sites
Implements and documents procedures related to process control, quality review, and process improvement
Establishes and monitors performance metrics to assess system effectiveness and support customer decision-making
Performs root-cause analysis and problem-solving activities to identify corrective actions and improvement opportunities
Collaborates in the collection and analysis of data to identify trends impacting service quality
Interacts with customers to gather feedback and identify opportunities to improve quality and service delivery
Reports quality issues, trends, barriers, and losses to Quality leadership
Participates in internal and external quality audits as requested
Supports education and training initiatives for client hospitals to drive continuous improvement in patient-focused processes
Completes patient call-backs related to modified Rankin Scale outcomes and patient satisfaction
Promotes a strong customer-focused mindset across the organization and ensures corrective actions are implemented effectively