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Quality Program Director

Teladoc Health

This is a Full-time position in Purchase, NY posted November 20, 2021.

The Opportunity

Teladoc Health is transforming how people access and experience healthcare.

Recognized as the world leader in virtual care, we are partnering with over a thousand clients to serve hundreds of thousands (soon millions!) of people living with chronic conditions every day.

Teladoc Health offers a whole person virtual care platform that empowers all people everywhere to live their healthiest lives by transforming the healthcare experience, from acute and primary care to chronic care, mental health, and specialty care.

Our team of data scientists aggregate and interpret substantial amounts of health data and information to create actionable, personalized, and timely health signals for our members.

This approach delivers better clinical and financial outcomes while creating a different and better healthcare experience for people everywhere.

The Quality Program Director is responsible for the quality and patient safety integrity of one or more clinical services offered by TH.

The Director reports to the VP of Clinical and Quality Programs and works in collaboration with the department’s senior team, as well as colleagues from other departments such as clinical product strategy, product, clinical operations, and quality outcomes.

This position will be responsible for writing the Quality Plan, Program Description, and Evaluation plan for each clinical service in their area of responsibility.

In addition, the Director will ensure all quality components are identified, designed, developed, implemented, and maintained for each of their clinical services.

These components include, but are not limited to clinical practice guidelines, clinical policies and procedures, clinical content development, identification of and processes to support mitigation of high-risk areas, development and monitoring of quality metrics, development and management of quality dashboards and any tools, materials, or platform interfaces the clinicians use.

The Director will work closely with the Director of Clinical Quality to ensure all department processes that support clinical quality and patient safety, such as managing member complaints and grievances, conducting RCAs, review of identified high risk diagnoses and treatments for adherence to guidelines, peer review and issue escalation, and driving quality improvement initiatives are in place for their services.  This position will be responsible for collaboration with MD leadership on quality and process improvement initiatives to ensure the ongoing enhancement and evolution of the clinical services.  This role is responsible for organizing and leading a cross-functional quality committee for their clinical service areas which includes developing an ongoing agenda and preparing meeting content that covers meaningful and actionable information for the cross-functional committee, prioritizing, monitoring, and improving clinical quality metrics.
Serves as lead in collaboration with MD leadership to ensure quality plan, program description and evaluation plan are developed, documented, and implemented
Leads cross-functional initiatives related to their programs for quality improvement using established quality improvement methodologies
Manages multiple projects across several domains related to their clinical service
Understands metric definition and how service level metrics are calculated, measured, monitored, and improved
Leads QI initiatives according to industry PDSA processes.

Writes project charter, scope documents, process flows 
Responsible for being the SME and producing industry standard documents and identifying and implementing appropriate quality improvement tools and measurement for QI initiatives 
Acts as liaison and quality program expert to Executive Clinical Quality Committee on content, documents, materials related to their clinical services and programs 
Identifies, implements, monitors, and documents quality improvement initiatives
Develops, supports, and maintains quality dashboards related to their clinical service
Supports reporting of quality measures to internal and external stakeholders
Collaborates with Risk Manager and PSO Manager on risk mitigation plans, patient safety issues and RCAs associated with clinical services
Identifies, collaborates with clinical content experts, and, at times, writes clinical materials including but not limited to CPGs, protocols, policies, and procedures, clinical training content for MDs and other clinicians
Works closely with the Director Clinical Quality to ensure internal stakeholders understand applicable standards, policies and procedures, and efforts needed to maintain compliance
Assists and provides quality program expertise in the development of client facing communication, materials and reporting as needed
Develops the provider performance evaluation program in collaboration with the Quality P360 MD and collaborates with Clinical Operations on communicating feedback and metrics to providers 
Responsible for running the quality management committees for their quality programs, works in collaboration with the analytics department on development and reporting of quality program metrics
Monitors, tracks, and trends additional program quality metrics through incident reporting
Perform other duties as assigned
Candidate Profile
10+ years’ experience as a Health Care Program leader, with at least 5 years in a Healthcare Quality role required
Previous FPPE/OPPE or provider evaluation development a plus 
Familiarity with population health management, MIPS, or pay-for-performance reporting helpful
Familiarity with national quality measurement standards helpful (HEDIS, Stars, CAHPS, etc.)
Strong background in healthcare quality and process improvement
Experience using established improvement methodology and tools
Demonstrated expertise in analytics, industry standard quality improvement tools, and ability to calculate and describe industry standard metrics
Strong medical writing skills
Ability to lead cross-functional teams and committees
Experience presenting and interacting with senior leadership
Experience with project management tools, spreadsheets, tracking deliverables and issues, meeting deadlines
Excellent written and verbal communication, and presentation skills
Ability to manage multiple projects simultaneously
Familiar with drafting and implementing policies and procedures 
Attention to detail
Ability to understand health data and prepare reports both manually in Excel, and from an electronic health record (EHR)
Positively collaborates with other employees and departments to complete objectives
Comfort with change, uncertainty, and proceeding without a previous roadmap
Comfortable working independently and communicating through multiple levels in the organization
Bachelor’s Degree required.

Master’s level preferred.

Certified Professional in Healthcare Quality (CPHQ) and certification in improvement methodology (LEAN, Six Sigma, etc.) preferred.
RN or another clinical license preferred

Why Join Teladoc Health?

A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations.

Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation.

We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things.

Come grow with us and support our mission to make a tangible difference in the lives of our Members.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy (including breastfeeding
– we have a mother’s room in both our offices). In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.