Remote Quality Assurance Program Manager - Nurse Call Center

Valor Healthcare is looking for a Quality Assurance program manager to join our proposal team for a government contract to support the Global Nurse Advice Line (NAL) which is a service to Military Health System (MHS) eligible beneficiaries.

Position Summary

The Global NAL will provide access to telehealth registered nurses for triage services, self-care advice, and general health inquiries 24 hours a day, 7 days a week. The NAL also offers customer service and care coordination services to include, provider locator support, specified military treatment facility appointing services, urgent care referral submissions, and customized military treatment facility transfers to support the military treatment facility’s capability for eligible MHS beneficiaries. The ideal candidate will have extensive experience in quality assurance programs in call center or healthcare settings with strong leadership and communication skills in implementing programs and projects.

Responsibilities

• Responsible for monitoring the quality assurance and related processes.
• Coordinating QA initiatives and credentialing activities and reporting out to the business regarding updates and findings. The ideal candidate will be highly analytical and capable of communicating effectively with a wide variety of audiences.
• Program Leadership: Lead and supervise a team of healthcare professionals, demonstrating strong leadership, interpersonal, organizational, and communication skills especially in any QA areas.
• Program Implementation: Manage the implementation of nurse triage programs, including resource identification, allocation, maintenance, and adjustments as needed.
• Formal Planning: Develop comprehensive plans for program execution, ensuring that all aspects are well-defined and tracked.
• Performance Tracking: Oversee the formal tracking and reporting of program performance metrics to ensure alignment with organizational goals.
• Quality Assurance: Maintain the highest standards of patient care and quality assurance within the call center operations.
• Regulatory Compliance: Ensure that all programs and activities adhere to relevant healthcare regulations and guidelines.
• Collaboration: Collaborate with cross-functional teams to ensure the success of healthcare programs and projects.

• Bachelor’s degree in healthcare management, business administration, communication, IT, social science, or a related field
• Minimum of 3 years of experience managing a QA program.
• Minimum 3 years of experience in a clinical setting required 
• Minimum 3 years of experience in QA within healthcare or telehealth settings
• Proven experience in supervisory positions, with the ability to lead, motivate, and track performance in a heavy volume setting.
• Ability to develop and implement QA protocols and conduct regular reviews.
• Show examples of how the individual has applied interpersonal, analytical, organizational, and communication skills in managing a QA program.
• Demonstrate knowledge of QA best practices.
• Knowledge of quality metrics, auditing processes, and performance improvement methodologies.
• US Citizenship is required.

This job is CONTINGENT upon contract award, client approval, completion of a favorable background investigation, and the ability to obtain and maintain a Public Trust / High Risk clearance.

Valor Healthcare is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status