Director of Quality and Process Improvement

The Director of Quality and Process Improvement at Vida Member Services is responsible for leading quality assurance initiatives, managing a team, and overseeing process improvement strategies. They must ensure compliance with healthcare regulations like CMS and HIPAA, implement training for staff, track KPIs for increased service quality, conduct audits, and streamline processes using data-driven solutions. Additionally, they will work closely with various teams to align objectives with organizational goals.

For the Director of Quality and Process Improvement role at Vida Member Services, candidates should possess at least a Bachelor’s or Master’s degree in Healthcare Administration, Business, or Quality Management. A minimum of 5 years of experience in healthcare quality and process improvement is essential, along with strong knowledge of regulatory requirements and quality improvement methodologies such as Lean and Six Sigma.

The Director of Quality and Process Improvement ensures compliance at Vida Member Services by developing quality programs that adhere to regulations like CMS and HIPAA. They conduct regular audits and risk assessments, track compliance metrics, and implement necessary changes to maintain high standards of healthcare excellence within the organization.

Candidates for the Director of Quality and Process Improvement at Vida Member Services should be familiar with omni-channel center applications such as Genesys, Zendesk, Jira, and workflow automation tools, such as Braze. This knowledge will aid in optimizing healthcare applications and improving operational effectiveness.

The salary range for the Director of Quality and Process Improvement at Vida Member Services is between $130,000 and $140,000 per year, reflecting the high level of expertise and responsibility associated with this role in the healthcare industry.

When answering this question, detail specific projects where you successfully applied Lean or Six Sigma methodologies. Mention the challenges faced, steps taken to implement improvement processes, and the outcomes achieved, such as reduced waste or increased efficiency.

Discuss your strategies for training and communicating regulatory requirements to your team, how you conduct regular audits, and your methods for keeping updated on changes to regulations, ensuring that everyone is equipped to maintain compliance.

Explain your approach to selecting relevant KPIs that align with organizational goals. Include your experience with data analysis tools and how you use data to make informed decisions and drive improvements in service quality.

Share a specific example where you identified training needs and developed a program that enhanced staff performance. Discuss the planning process, execution, and the measurable impact the training had on performance metrics.

Provide an overview of your experience selecting and implementing applications. Mention specific platforms you've worked with, your role during the implementation process, and how the applications improved operational workflows.

Share techniques for addressing resistance, such as building trust, involving team members in decision-making, and effectively communicating the benefits of change. Provide an example if possible to illustrate your approach.

Discuss strategies for fostering a culture of quality, such as encouraging feedback, recognizing achievements, and providing continuous training. Emphasize your commitment to excellence and employee involvement in quality processes.

Explain your approach to project management, discussing methods for assessing urgency and importance, stakeholder analysis, and how you align projects with organizational objectives to prioritize effectively.

Narrate a specific situation where you conducted a challenging audit. Highlight the issues discovered, your approach to resolving them, and the positive outcomes from your management of this situation.

Discuss your leadership philosophy, whether it's collaborative, transformational, or another style. Include examples of how you motivate your team, support their professional development, and encourage a results-oriented mindset.