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About the job

Overview

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.

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 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

Provides project management oversight and monitoring, data collection, and analytical support as needed for projects led by Director of Quality Management and Education. Develops and applies practical, innovative ideas and approaches.

Defines core processes and maps for current initiatives and assists with improvement design. Provides facilitation support at meetings as needed. Develops trusting relationships with leadership team across programs and regions.

Collaborates 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. Ensures leadership buy-in of departmental strategies to improve consumer experience.

Collaborates 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.

Collects and analyzes data required for performance improvement initiatives and compliance monitoring. Summarizes, creates, and distributes reports as needed.

Assists in the development, or creates evidence based educational presentations for internal stakeholders, members and providers.

Serves as an effective change agent in the consensus building for adoption of performance improvement initiatives.

Coordinates 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. Identifies and responds to changing project circumstances and communicates issues to project leadership. Initiates and leads project evaluation process at project close.

Writes reports, presentations, and coordinates other communications between stakeholders as needed.

Creates informational material on project status and/or outcomes for review by senior management.

Gathers and analyzes identified consumer satisfaction performance metrics and evaluates processes and workflows; performs root cause analysis, identifies and recommends improvement opportunities to ensure consumer satisfaction, and manages implementation of changes, as appropriate.

Collaborates with key departments to develop VNS Health Plans consumer experience dashboard. Validates and monitors results. Prepares summary reports for VNS Health Plans leadership regarding consumer satisfaction trends and complex and/or escalated inquiries.

Ensures member satisfaction metrics across all VNS Health Plans lines of business are met or exceeded.

Recommends changes or modifications for member satisfaction domain of quality programs to ensure a focus on member experience; implements changes, as needed.

Develops policies, procedures and workflows to ensure a consistent consumer experience.

Participates in special projects and performs other duties as assigned.

Qualifications

Licenses and Certifications:

Certified Professional in Healthcare Quality (CPHQ) preferred

Education:

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

Work Experience:

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

Pay Range

USD $93,400.00 - USD $116,800.00 /Yr. About Us

VNS Health has been committed to meeting the needs of New Yorkers for over 130 years. We’re one of the largest nonprofit home- and community-based health care organizations in the country, and today, more than 11,500 team members work together to make a difference in the lives of more than 99,000 patients and members on any given day.