Director, Quality and Service Integrity

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Requirements:

• BA/BS Degree Required in fields of Business Management, Quality and Analytics or related field.
• At least 5 years of experience leading quality and compliance programs in the Case Management, Contact Center, or Health Field.
• Lean Six Sigma Certifications or ISO9000 Certifications.
• Graduate of Certified School of Nursing Preferred.
• Active RN license Preferred.
• Familiarity with Occupational Health and Ergonomics industry and best practice.
• Strong verbal, written and interpersonal communication skills.
• Strong critical thinking, problem-solving, and decision-making skills.
• Ability to gather, interpret data, and prepare reports.
• Competence in Microsoft Office Suite and other relevant software.

Responsibilities:

• Oversees the strategy and direction of WorkCare’s Quality, Best Practice and Escalations Management department.
• Provides direction, mentorship, and feedback to operations teams and relevant departments.
• Improves quality and customer experience based on audits and client feedback.
• Communicates and documents process changes to stakeholders.
• Ensures ongoing quality improvement and maintains compliance with customer service instructions.
• Collaborates on process improvements and conducts case reviews and audits.
• Tracks data on escalations and service trends.
• Provides leadership consultation and facilitates risk mitigation metrics.