Project Manager, Quality Improvement

What You Will Do

• Provides project management oversight and monitoring, data collection, and analytical support as needed for projects led by Director of Quality Management and Education. Develops and applies practical, innovative ideas and approaches.
• Defines core processes and maps for current initiatives and assists with improvement design. Provides facilitation support at meetings as needed. Develops trusting relationships with leadership team across programs and regions.
• Collaborates with the VNS Health Consumer Experience department, as well as Quality Management and VNS Health Plans leadership, to develop a comprehensive consumer engagement strategy designed to improve consumer interactions. Ensures leadership buy-in of departmental strategies to improve consumer experience.
• Collaborates with interdisciplinary and interdepartmental work groups to identify consumer pain points, design and implement workflows, policies and procedures, and ensure training for all product lines, as needed in support of performance improvement projects.
• Collects and analyzes data required for performance improvement initiatives and compliance monitoring. Summarizes, creates, and distributes reports as needed.
• Assists in the development, or creates evidence based educational presentations for internal stakeholders, members and providers.
• Serves as an effective change agent in the consensus building for adoption of performance improvement initiatives.
• Coordinates activities in defining the scope of projects, establishes documented project plans, and ensures forward momentum of projects toward stated goals. Tracks and monitors project work plans, including objectives, tasks and time frames to ensure deliverables are completed timely. Identifies and responds to changing project circumstances and communicates issues to project leadership. Initiates and leads project evaluation process at project close.
• Writes reports, presentations, and coordinates other communications between stakeholders as needed.
• Creates informational material on project status and/or outcomes for review by senior management.
• Gathers and analyzes identified consumer satisfaction performance metrics and evaluates processes and workflows; performs root cause analysis, identifies and recommends improvement opportunities to ensure consumer satisfaction, and manages implementation of changes, as appropriate.
• Collaborates with key departments to develop VNS Health Plans consumer experience dashboard. Validates and monitors results. Prepares summary reports for VNS Health Plans leadership regarding consumer satisfaction trends and complex and/or escalated inquiries.
• Ensures member satisfaction metrics across all VNS Health Plans lines of business are met or exceeded.
• Recommends changes or modifications for member satisfaction domain of quality programs to ensure a focus on member experience; implements changes, as needed.
• Develops policies, procedures and workflows to ensure a consistent consumer experience.
• Participates in special projects and performs other duties as assigned.