Establishes and implements efficient project plans that enable effective coordination, monitoring and outcome assessment of performance improvement initiatives assigned by Quality Management and Education leadership. Activities include, but are not limited to, designing analytical approaches, data collection and analysis, report writing and production, tracking project activities and tasks, and helping to ensure the overall success of the performance improvement initiatives. Partners with Quality Management leadership to develop and implement strategies to ensure VNS Health Plans members, caregivers, and providers have the best possible consumer experience. Communicates VNS Health Plans consumer experience process transformation efforts to VNS Health & VNS Health Plans leadership and management. Works under general supervision.

$93,400.00 - $116,800.00 Annual

What We Provide

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays
• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
• Employer-matched retirement saving funds
• Personal and financial wellness programs
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement
• Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities

What You Will Do

• Provide project management oversight and monitoring, data collection, and analytical support as needed for projects led by Director of Quality Management and Education. Develop and applies practical, innovative ideas and approaches.
• Define core processes and maps for current initiatives and assists with improvement esign. Provide facilitation support at meetings as needed. Develops trusting relationships with leadership team across programs and regions.
• Collaborate with the VNS Health Consumer Experience department, as well as Quality Management and VNS Health Plans leadership, to develop a comprehensive consumer engagement strategy designed to improve consumer interactions. Ensure leadership buy-in of departmental strategies to improve consumer experience.
• Collaborate with interdisciplinary and interdepartmental work groups to identify consumer pain points, design and implement workflows, policies and procedures, and ensure training for all product lines, as needed in support of performance improvement projects.
• Collect and analyzes data required for performance improvement initiatives and compliance monitoring. Summarize, create, and distribute reports as needed.
• Assist in the development, or creates evidence based educational presentations for internal stakeholders, members and providers.
• Serve as an effective change agent in the consensus building for adoption of performance improvement initiatives.
• Coordinate activities in defining the scope of projects, establishes documented project plans, and ensures forward momentum of projects toward stated goals. Tracks and monitors project work plans, including objectives, tasks and time frames to ensure deliverables are completed timely. Identifie and responds to changing project circumstances and communicates issues to project leadership. Initiate and leads project evaluation process at project close.
• Write reports, presentations, and coordinates other communications between stakeholders as needed.
• Create informational material on project status and/or outcomes for review by senior management.
• Gather and analyzs identified consumer satisfaction performance metrics and evaluates processes and workflows; performs root cause analysis, identifies and recommend improvement opportunities to ensure consumer satisfaction, and manage implementation of changes, as appropriate.
• Collaborate with key departments to develop VNS Health Plans consumer experience dashboard. Validate and monitor results. Prepare summary reports for VNS Health Plans leadership regarding consumer satisfaction trends and complex and/or escalated inquiries.
• Ensure member satisfaction metrics across all VNS Health Plans lines of business are met or exceeded.
• Recommend changes or modifications for member satisfaction domain of quality programs to ensure a focus on member experience; implements changes, as needed.
• Develop policies, procedures and workflows to ensure a consistent consumer experience.
• Participate in special projects and performs other duties as assigned.

• Certified Professional in Healthcare Quality (CPHQ) preferred
• Bachelor's Degree in Nursing or the equivalent work experience required
• Master's Degree in health care, business administration, public health, or a related field preferred
• Minimum of five years progressive experience in performance improvement in home care or other health care related area required
• Minimum one year managerial experience preferred
• Prior experience with databases and data management required
• Proficient with personal computers, including Windows, Excel, Word, and PowerPoint required
• Knowledge of Project Management Applications, Access, and other related databases required
• Ability to perform statistical/quantitative analyses using available software programs preferred
• Prior experience working in team groups and with team projects required