Vice President, Quality & Customer Experience

NCQA • Washington, DC

6d • $250,000 - $290,000

About The Position

NCQA is hiring a Vice President of Quality & Customer Experience to provide strategic leadership, direction and expertise to drive customer experience, quality improvement, quality assurance, effective system release management and identification of opportunities to improve operational efficiency. The VP leads a team responsible for the establishment, enhancement and maintenance of sound customer service operations, operational and interdisciplinary quality improvement projects, quality assurance activities, data strategy and insights, customer education and ensuring operational systems are developed using clear business requirements and disciplined release management. The VP will oversee the business units within Product and Customer Operations (PCO) of Product and Educational Content, Data Strategy and Insights, Customer Service, System Operations, Internal Quality Assurance and PCO Shared Services.

Requirements

• Masters degree or combination of education and experience that demonstrates the necessary skills and abilities required for the position.
• 10+ years health care experience, with at least 5+ years in senior leadership roles.
• 6+ years experience analyzing and leveraging data for quality and process improvement.
• Knowledge of NCQA Standards and Guidelines.
• Strong analytical and project management skills.
• Customer oriented with excellent written and oral communication skills.
• Facilitation and conflict resolution experience.

Responsibilities

• Quality Assurance - Provides strategic leadership for and oversight of quality assurance activities including ownership of the PCO Quality Plan, operational audits and operational inter-rater reliability strategy for PCO staff and surveyors for NCQA products. Leads efforts to strengthen financial and operational risk controls. Leads the development and oversight of a comprehensive risk-based audit plan that reflects a thorough understanding of PCO business and operations. Provides reasonable assurance that risk management, controls and governance systems are implemented and functioning as intended. Defines strategy and implements audit program to ensure program integrity, monitoring PCO functional areas adherence to requirements. Leads Program Integrity function. Leads ongoing risk assessments and remediation planning and coordinating activities across PCO.
• Process Improvement & Customer Experience - Lead PCO shared services. Own the customer service strategy and model across products to improve customer experience. Lead Process Improvement strategy and associated activities intended to improve operational efficiencies, outcomes, customer and staff satisfaction. Drive ongoing improvements in our product content, education and policy oversight. Serves as a member of the PCO leadership team to optimize operational efficiencies and improvements, ensuring data collection, reporting and monitoring for key performance measurement activities are in place.
• Data Insights and Operational Systems Optimization - Oversee and optimize product technical infrastructure, workflows and operational processes. Responsible for the strategic oversight and management of core product systems and ongoing enhancements that improve internal and external user experience while improving operational efficiency to support scalability. Oversee system readiness and execution of product roadmap to ensure business requirements, operational systems and processes are aligned with organization and department strategic goals. Develop and implement the overall data vision, strategy, and roadmap to align with business objectives. Lead the Data Strategy and Analytics team to deliver best in class insights to drive business decisions at the enterprise level. Be a thought leader and driver of High Value Data, driving critical insights for quality improvement across the healthcare system by directing the collection, analysis, and interpretation of complex datasets to identify trends and opportunities. Drive innovation by investigating new data sources and analytical approaches. Establishes strategic priorities aligned with PCO and organization priority business projects. Partner with cross-functional teams to define KPIs and meet business needs.

Benefits

• This position is eligible for an annual incentive bonus, payable in accordance with policy.
• Click here for employee benefit information.
• NCQA is committed to being an employer of choice and fostering an inclusive culture and workplace.
• We are an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
• NCQA is a drug free workplace.
• NCQA recruits, hires, trains and promotes individuals, and administers any and all personnel actions, without regard to race, color, religion, national origin, age, sex, pregnancy, citizenship, familial status, disability status, veteran status, genetic information, or other protected statuses under applicable state and federal laws.
• NCQA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
• However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).

What This Job Offers

• Job Type: Full-time
• Career Level: Executive