Quality Assurance Program Manager, Nurse Call Center

November 3

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Valor Healthcare

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Primary Care • Behavioral Health • Outpatient Care • Diagnostic Services • Veteran

501 - 1000

Description

• Valor Healthcare is looking for a Quality Assurance program manager to join our proposal team for a government contract to support the Global Nurse Advice Line (NAL) • The Global NAL will provide access to telehealth registered nurses for triage services, self-care advice, and general health inquiries 24 hours a day, 7 days a week. • The NAL also offers customer service and care coordination services to include, provider locator support, specified military treatment facility appointing services, urgent care referral submissions, and customized military treatment facility transfers. • Responsible for monitoring the quality assurance and related processes. • Coordinating QA initiatives and credentialing activities and reporting out to the business regarding updates and findings. • The ideal candidate will be highly analytical and capable of communicating effectively with a wide variety of audiences. • Lead and supervise a team of healthcare professionals, demonstrating strong leadership, interpersonal, organizational, and communication skills especially in any QA areas. • Manage the implementation of nurse triage programs, including resource identification, allocation, maintenance, and adjustments as needed. • Develop comprehensive plans for program execution, ensuring that all aspects are well-defined and tracked. • Oversee the formal tracking and reporting of program performance metrics to ensure alignment with organizational goals. • Maintain the highest standards of patient care and quality assurance within the call center operations. • Ensure that all programs and activities adhere to relevant healthcare regulations and guidelines. • Collaborate with cross-functional teams to ensure the success of healthcare programs and projects.

Requirements

• Bachelor’s degree in healthcare management, business administration, communication, IT, social science, or a related field • Minimum of 3 years of experience managing a QA program. • Minimum 3 years of experience in a clinical setting required • Minimum 3 years of experience in QA within healthcare or telehealth settings • Proven experience in supervisory positions, with the ability to lead, motivate, and track performance in a heavy volume setting. • Ability to develop and implement QA protocols and conduct regular reviews. • Show examples of how the individual has applied interpersonal, analytical, organizational, and communication skills in managing a QA program. • Demonstrate knowledge of QA best practices. • Knowledge of quality metrics, auditing processes, and performance improvement methodologies. • US Citizenship is required. • This job is CONTINGENT upon contract award, client approval, completion of a favorable background investigation, and the ability to obtain and maintain a Public Trust / High Risk clearance.