Service Delivery Assurance Manager Jobs (NOW HIRING)

The Quality Assurance Manager (QAM) is focused on maintaining compliance with federal and state and provides leadership oversight to operations in meeting their goals and ensure safety and satisfaction for individuals supported.

ESSENTIAL JOB FUNCTIONS

To perform this job successfully, an individual must be able to satisfactorily perform each essential function listed below.  
Maintains knowledge of operation’s regulatory, accreditation, and company requirements.

• Implements and monitors operational systems/processes to ensure compliance with policies and procedures and adherence to requirements to ensure quality of service delivery and compliance with requirements.
• Conducts operation reviews, including, but not limited to Site Reviews, Record Reviews and review of other quality monitoring and improvement activities.
• Completes documentation of operational review activities thoroughly and timely.
• Prepares detailed summary reports of quality assurance findings related to operational reviews.
• May serve as the contact person for external regulatory reviews, in the absence of the Regional Director.
• Serves as record keeper for all State/Federal Survey documentation, coordinates/ implements corrective action as necessary, and ensures company reporting requirements are met.
• Works with Regional Director and leadership team to develop and implement Quality Improvement Plans as needed.
• Serves as a leader in the development and implementation of the operation’s improvement planning initiatives and outcomes achievements.
• Develops and implements internal quality practices under the direction of the Regional Director.
• Provides recommendations to leadership about needed actions to improve quality.
• Communicates effectively with management and staff, using good judgment and diplomacy.
• Provides reports to operation leadership regarding the status of program performance.
• Provides input, training, and support to other service delivery team members in efforts to prioritize quality and reduce risk.
• Reviews satisfaction survey data regularly, identifies trends and makes recommendations as indicated for improvement.
• Coordinates investigations and ensures compliance with deadlines. Conducts investigations (as assigned) and completes investigation reports consistent with company guidelines.
• Oversees the Critical Incident Reporting and Mortality Review processes.
• Serves as Chair of the operation’s Quality & Safety Committee, and participates in other committees as assigned.
• Serves as a leader in coordinating internal activities to prepare and maintain external accreditation standards.
• Maintains certification for company signature programs (YSIS, Site Reviewer, QIDP, etc.).
• Supervises entry level QA position, if applicable.
• Performs other related duties and activities as required.

SUPERVISORY RESPONSIBILITIES

• Manages assigned personnel. Completes performance evaluations, orientation, and training. Makes decisions on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions. Resolves employee problems within position responsibilities.

Minimum Knowledge and Skills required for the Job

The requirements listed below are representative of the knowledge, skill, and/or abilities required to perform the job.

Education and Experience: 

• Bachelor’s Degree in human services or related experience and minimum of 2 years working directly with persons with developmental disabilities.

Certificates, Licenses, and Registrations:

• Valid Driver’s license in good standing with current automobile insurance.

Other Skills and Abilities:

• Knowledge and experience with quality assurance systems, quality control and/or performance monitoring within a residential services field preferred.
• Familiar with applicable federal, state and local laws and regulations.
• Accustomed to complex, fast-pace and confidential work environment.
• Excellent written and verbal communication skills.
• Demonstrated computer skills, able to use various software programs for correspondence, reports, statistical compilation and analysis, and database access.
• Ability to work flexible hours.

Other Requirements:

• 25-75% - Moderate travel required within designated service sites

Physical Requirements:

• Sedentary work.  Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.  Sedentary work involves sitting most of the time.  Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.