NCQA Looking for Vice President, Quality & Customer Experience at Washington, DC Full Time

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. 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 Publications, Customer Service, System Operations, Internal Quality Assurance and PCO Shared Services.

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. Partners with PCO functional areas and Product Development to feed QA findings into CQI for products and content. Ensures content discrepancies rely on Policy expertise. Leads efforts to strengthen financial and operational risk controls.
• 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. 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 is in place for any and all efforts.
• Operational Systems Optimization – Provide strategic direction for business solutions. Responsible for the strategic oversight of system enhancements that improve internal and external user experience while improving operational efficiency to support operational scalability. Oversees operating systems product management team to ensure business requirements, operational systems and processes are aligned with organization and department strategic goals.

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.

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).