Director of Quality Management

December 2019

About AccessMatters

AccessMatters, a non-profit, public health organization located in Center City Philadelphia, envisions a future where every person has the health care and information they need to thrive.  In service to that vision, AccessMatters’ mission is to protect, expand, and enhance equitable access to sexual and reproductive health care and information for all people.  Our team strives to advance our mission in accordance with these guiding principles:  (1) sexual health is an essential component of health and wellbeing across the life span; (2) access to quality, affordable health care – including sexual and reproductive health care – is a fundamental human right; (3) every person, family, and community deserves to be treated with dignity and respect; (4) programs and services should be evidence-based, prevention-focused, and person-centered; (5) organizational excellence is best achieved through a culture of inclusion, diversity, innovation, professionalism, and accountability; (6) clients, volunteers, staff, partners, and supporters should be treated with kindness, dignity, and respect in a trauma-informed and culturally responsible environment; and (7) everyone deserves a caring workplace environment that fosters trust, teamwork, creativity, and work-life balance where work is enjoyable and where staff are supported in their professional development and their pursuit of excellence.

Job Summary

Reporting to the Vice President for Health Access & Service Delivery (HASD), the Director of Quality Management (QM) leads and supervises the development, communication, and advancement of the strategic vision, mission, and efforts of the QM team.  The Director ensures that QM activities are data-driven and aligned with AccessMatters’ strategic plan. The Director leads the QM team to ensure that agency programs function at a high level and comply with applicable standards and commitments.  The Director works with a team of professionals to execute program audits, provide data and quality management documentation for diverse purposes, and advance a “best practice” culture within the organization and across all program Provider Networks. Because the Director partners with all HASD program teams, the Director plays a unique role in HASD functioning and cross-department initiatives.

The Director also assures that QM departmental goals and objectives are met through QM team building and supervision, fiscal oversight, continual monitoring of program data, and effective coordination and communication with other departments and collaborating agencies.  The Director works closely with AccessMatters’ internal team members and external stakeholders, including auditors, consultants, community-based partners, government representatives, and the general community.  The Director has access to highly confidential and sensitive information, including PHI, and is expected to handle such information with integrity and professionalism, consistent with HIPAA and other standards. The Director represents AccessMatters and its programs and services in a positive and professional manner. 

As a part of the Senior Management team, the Director embraces and advances the mission and core values of AccessMatters, setting a positive example for staff by uniting colleagues and supervisees in support of the strategic vision adopted by the Board and Chief Executive.  The Director helps to provide leadership, direction, and resource stewardship to the organization, while fostering a culture of accountability, professional development, high-performance, and ethical behavior.  This position will be expected to participate in all departmental and agency projects, meetings, and activities as needed.  This position is full time and exempt.

Essential Functions

Reporting to the Vice President, Health Access & Service Delivery, the Director of QM will:

Lead and Oversee the Creation and Operation of the Quality Management Program at AccessMatters.

  • Provide accountable leadership of the development, implementation, and monitoring of continuous quality management functions and activities across a dozen diverse HASD programs, including quality control and quality improvement.
  • Work closely with Senior Management and program teams to ensure program adherence to federal, state, and programmatic policies and requirements, and assure the delivery of high-quality sexual and reproductive health services within AccessMatters’ Provider Networks.
  • Lead and oversee the evaluation of program network needs and activities, including the assessment and monitoring of all Provider Networks (both clinical and social service), and the establishment of shared measurement practices.
  • Work closely with staff across the agency to ensure timely and efficient processes for delivering QM services to network partners and HASD programs, including: audits (self and onsite); data collection, management, and verification; document creation, completion, security, processing, verification, filing and destruction; and federal, state, local, contract and grant compliance.
  • Lead communication of audit findings to program leaders, Senior Management, and Provider Networks; assist with development and delivery of remedial training and technical assistance.
  • Proactively monitor HASD program activities and data to assess program performance and provide quality assurances to management and staff, and to identify areas of deficiency that require attention and improvement.
  • Ensure that QM processes are fully documented, analyzed and ready for reports, research publications, applications, communications, presentations and other uses; improve existing QM procedures and manuals by identifying areas of need and designing standard protocols as warranted.
  • Oversee regular QM internal, external, and funder reports.
  • Develop, document, and implement “best practice” resources and protocols for program staff and network partners to use in diverse functional areas, including administrative and health care functions.
  • Proactively gain and maintain in-depth knowledge of all active program grants and contracts that AccessMatters receives and fulfills directly, especially those from the Centers for Disease Control, the Office of Population Affairs, the Health Resources and Services Administrations, the Pennsylvania Department of Health and the Philadelphia Department of Public Health.
  • Proactively gain and maintain in-depth knowledge of all active program grants and contracts that AccessMatters awards to sub-grantees, i.e., Provider Networks, especially Title X Family Planning partners, Health Resource Centers in high-schools and community agency facilities, Ryan White Part D HIV/AIDS providers, breast and cervical cancer providers, substance use treatment facilities, and HIV/STI testing partners.
  • Proactively gain and maintain knowledge of current developments in in sexual and reproductive health, health care service delivery and quality management, HIPAA, nonprofit administration and technology, public/funder policy, and other areas pertinent to QM functions at AccessMatters

Initiate and Coordinate Cross-Team and Interdepartmental Activities to Strengthen Program Quality

  • Partner with the Research, Evaluation, and Data (RED) team and HASD program teams to ensure accurate, timely data is available for program reports and proposals.
  • Work collaboratively with HASD and RED teams to actively participate in preparation of program reports and funding proposals.
  • Lead interdepartmental initiatives to produce network-wide data synthesis and analysis for all HASD program networks.
  • Work to ensure effective communication and high-quality, efficient shared processes between HASD programs and the RED team to improve other functions and deliverables.
  • Identify and implement opportunities for HASD programs to improve service delivery and team integration through cross-program collaboration, joint projects, shared processes, and unified practices.  

Lead and Supervise the Quality Management Team

  • Supervise, train, develop, evaluate, coach, and motivate the QM team to meet goals and work cooperatively to execute program strategies.
  • Lead the hiring, training, and evaluation of staff; coordinate staff assignments, individual and group supervision, and team meetings.
  • Using a strengths-based perspective, coach supervisee(s) to build and utilize individual strengths for program activities, while providing supporting feedback and learning enhancements to address developmental needs, and taking corrective action when warranted.
  • Actively participate in budgeting and financial processes for QM and other programs as needed.

Advance the Mission of AccessMatters and Fulfill Organizational Duties

  • As a member of Senior Leadership Team, exemplify our Core Values and dedication to a culture of excellent leadership, in which leaders foster an environment where staff feel valued and appreciated, where all staff hold themselves accountable in service to our community and stakeholders, and all staff eagerly pursue excellence.
  • Demonstrate commitment to the principles and values of the AccessMatters Strategic Plan, including support for the organization’s efforts toward equity and commitment to social justice and public health.
  • Consistently exercise discretion and sound judgment to analyze, interpret and act, evaluating possible courses of conduct and making decisions for the best outcomes for the client, team and the organization.
  • Maintain high ethical standards and conduct regarding confidentiality, integrity, dual- relationships, and professional behavior overall, representing AccessMatters effectively and positively to all internal and external constituents.
  • Create and maintain an inclusive and equitable work environment that is respectful of all, embraces diversity and equity, and includes diverse perspectives and talents in problem-solving.
  • Complete other projects and perform other duties as assigned.

Knowledge, Skills and Abilities

  • Broad knowledge of public health and/or sexual and reproductive health programs and issues, including those related to adolescent health, family planning, sexually transmitted diseases, HIV/AIDS, health disparities and social determinants of health, throughout the lifespan, across impacted communities.
  • Proven knowledge and experience with execution of quality management methodologies and regulatory/contract compliance practices, preferably in a public health or clinical setting.
  • Strong understanding of the concepts and practices associated with effective program management, service delivery, and network management and non-profit functions.
  • Significant experience in writing, publishing, and implementing written policies, procedures, and other documents to assure delivery of high quality and compliant clinical care and related services.
  • Demonstrated ability and experience in reviewing and analyzing programmatic and service data to assess and monitor provider performance and quality of care, to produce core reports, and to identify trends.
  • Demonstrated knowledge and experience in applying HIPAA and other federal, state, and local regulations governing client confidentiality.
  • Significant experience working as a trusted partner in the “need to know” confidentiality circle handling highly sensitive information and assignments where sound professional judgment and discretion are required.
  • Demonstrated ability to lead teams, projects, and initiatives that require cross-team collaboration at all levels of staff within AccessMatters and our network organizations, to build and strengthen programs and agencies.
  • Ability to travel regularly for the implementation of Quality Management activities in Southeastern Pennsylvania as well as across the State of Pennsylvania as needed.
  • Excellent supervisory and staff development and counseling skills, and team leadership abilities for multi-dimensional program activities.
  • Ability and desire to work within a multi-cultural and multi-disciplinary team environment, serving diverse populations and institutions across a broad spectrum of community and clinical providers within the field of sexual and reproductive health and maternal and child health.
  • Knowledge and experience working with diverse communities with cultural humility and responsibility.
  • Superior written and verbal communication skills, coupled with highly developed interpersonal skills and demonstrated ability to counsel others and facilitate meetings in diverse settings.
  • Strong ability to produce excellent written work promptly and independently, with minimal direction or correction required.
  • Ability to manage business partner relations, monitor budgets and expenditures, and follow fiscal procedures.
  • Experience with web-based collaboration platforms and information management systems, portals, and intranets.
  • Ability to self-manage, independently prioritize, assess and solve problems, negotiate solutions, and effectively handle multiple tasks and projects simultaneously, while taking direction as needed.
  • Demonstrated ability to manage multiple details accurately, on time, and under pressure required; project management experience strongly preferred.
  • Flexible and open to changing priorities and managing multiple tasks effectively within a compressed timeframe.
  • Excellent assessment, problem-solving, and negotiation skills.
  • Demonstrated proficiency in Microsoft Office Applications (Word, Outlook, Excel and PowerPoint).
  • Ability to work outside normal business hours, as needed (e.g., scheduled nights and weekends).
  • Eligible for all city and state mandatory clearances, e.g., criminal and child abuse.

Education and Experience

  • Bachelor’s Degree required, graduate degree in pertinent field of study strongly preferred (e.g., public health administration, data analysis/research, quality management, project management).  Relevant industry specific experience may be considered in lieu of degree where possible.  
  • Required – minimum 2 years of experience supervising a team of staff.
  • Experience performing Quality Management activities, with minimum 5 years of proven experience in a QM role strongly desired.
  • Experience utilizing QI tools (PDSA Cycle, root cause analysis, fishbone diagrams, etc.) in a health related setting.
  • Experience in clinical settings and/or patient care preferred, with HIV counseling, testing and referral, and HIV primary care highly desirable.
  • Experience in program development, implementation, management, and evaluation preferred.
  • Experience leading and participating in the preparation and submission of the full range of deadline-driven proposals, reports, materials, and other written updates needed to secure and maintain funding opportunities for new and existing public health services that align with AccessMatters’ strategic vision.

How To Apply

HOW TO APPLY:  Submit cover letter and resume to the Director of Quality Management position posted at our online career site, by going to this link: Address cover letter to Elaine Petrossian, Vice President, Human Resources & Operations. Please include salary requirement and potential start date. No calls, please. Applications will be reviewed on a rolling basis with priority to those received by January 3, 2020.   ACCESSMATTERS IS AN EQUAL OPPORTUNITY EMPLOYER.

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