Quality Performance Manager

Job Summary:

The Quality Performance Manager serves as a key liaison between the Quality Department and cross functional teams across the CCO. This role ensures alignment on quality initiatives, drives, continuous improvement and supports organizational excellence through communication, training, data analysis, and project leadership. This role will coordinate quality related projects, develop and deliver training, contribute towards a recurring quality newsletter and provide data driven insights to support decision making. This role will assist the Director of External Reviews and Performance Management with virtual and in person meetings with Care Management Teams.  Some travel may be required across the area.

Supervisory Responsibilities and Essential Duties:

•  Provides project leadership by guiding cross functional teams on quality related initiatives, ensuring timelines, deliverables, and standards are met. 

• Oversees workflows and task coordination are included in the Quality Management Plan, ensuring team members understand expectations and follow established procedures. 

• Serves as a subject matter resource for staff involved in quality assurance activities, offering guidance, clarification, and support as needed. 

• Serves as a liaison between the Quality team and the Member Family Advisory Committee, ensuring clear communication, collaboration, and alignment on quality initiatives.

• Monitors adherence to quality standards across project teams and escalate issues or barriers to the Director of External Reviews and Performance Management. 

• Reviews and approves project documentation such as training materials, workflows, and communications developed by contributors or partner teams. 

•  Provides feedback and direction to project contributors to ensure consistent quality, accuracy, and alignment with departmental goals. 

•  Leads recurring cross functional meetings, ensuring agendas, action items, and follow ups are completed and communicated effectively. 

• Ensure compliance with internal policies and external regulatory requirements by monitoring processes and supporting remediation activities when needed. 

• Coordinates onboarding and training of cross functional partners for quality initiatives, providing guidance and evaluating effectiveness.

• Oversee all Performance Indicator Alerts and Trend Report Alerts for the agency. 

• Assists with the Quarterly Quality Management Newsletter; ensuring completion for each quarter with other departments and within Quality Management. 

• Supports audit preparation and follow-up activities, ensuring required documentation, corrective actions, and process improvements are completed. 

• Leverages data driven insights to identify trends, focus oversight on underperforming areas, and proactively engage Care Management teams through targeted training to improve performance and outcomes.

• Provides technical support across the agency from a Quality Management perspective by guiding teams in understanding, interpreting, and effectively leveraging data and reports to drive informed decision-making and continuous quality improvement.

• Ability to travel to all hub sites across the CCO to ensure in person training is completed as needed and asked for.

• Performs additional duties and special projects as assigned by the Director of External Reviews and Performance Management.

Education and Experience:

• Bachelor’s Degree preferred, Associate’s degree required. 

• At least three (3) years of Quality Management experience, specifically in OPWDD, DOH and quality assurance programs and policies is strongly preferred. 

•  Supervisory experience is preferred but not mandatory; equivalent Quality Management experience may be accepted in its place.

• Specialized training, license, certification, skills in: 

  • OPWDD and DOH regulations 

  • Auditing against regulations and best practice 

  • Report Writing 

• Ability to communicate with a wide variety of individuals professionally, intelligently, and effectively:

  • Verbally and in writing (including email, reports, memos, policies) to representatives of government agencies.

  • To all levels of the organization including staff and individuals and families/advocates. 

• Requires strong telephone and customer service skills. 

• Ability to determine what the request is being made and the course of action in a calm, reassuring, and polite manner is required. 

• Experience with cross organization communication on a regular basis, including controversial problems within and outside of the organization and presenting recommendations for resolutions is required. 

• Basic math skills are required.

• Position constantly requires independent thought and reasoning. 

• Ability to travel to hub sites across across CCA/LIFEPlan/ACA locations.

• Ability to interpret complex information is required. 

• Ability to obtain facts and exercise judgment in interpreting the facts presented is required. 

• Must be able to analyze and identify trends and systemic problems with programs.  

• Ability to work on several projects simultaneously and independent of supervision.   

• Knowledge of applicable State/Federal laws and regulations – e.g., OMRDD, DOH, OCFS, Justice Center is required. 

• Knowledge of investigation techniques, quality improvement literature, tools, procedures, programs is required. 

• Must have strong knowledge of all regulations governing the area of incident reporting and abuse.  

• Demonstrated knowledge of quality improvement literature, tools, and systemic problem-solving methods 

• A strong working knowledge of regulatory websites and databases. 

• Must be proficient in MS Word, PowerPoint, and Outlook. 

• Must possess the ability to exercise critical thinking and collaborate with team members to ensure appropriate resolutions are met. 

• Must be flexible and adaptable, able to cope with unexpected events. 

• Participate in various projects as assigned. 

• Absolute sense of integrity and personal commitment to serving people with I/DD and their families. 

• Ability to work autonomously. 

• Demonstrate professionalism, respect, and ability to work in a team environment. 

Salary : $71,000 - $73,787