Director, Program Improvement

SummaryResponsible for directing all aspects of the change management process. This position is directly responsible for staff whose work effort includes project management of contract change order implementation and the gathering and approving of data from IS and Operations for proposal submission and negotiation of change orders. Responsible for directing the implementation, maintenance and oversight of a Quality Management System/Program that meets contractual requirements, including accreditation, and drives continuous operational efficiencies and quality improvements. Responsible for directing, overseeing, and documenting the Training and Quality Assurance audit functions to meet contractual and customer requirements. Responsible for reporting and analytics to support operational workloads, customer requirements, and continuous improvement. This positions also provides leadership to quality management initiatives within the organization.This position is also responsible for the following Palmetto GBA functions/programs:Change Management OfficeISO Certification & Audit CoordinationQuality Management SystemTrainingQuality Assurance and contract specific Quality Control PlansOversight and coordination of the leadership development programs including Mid-Level Leader, new manager workshops, and tenured leader workshops.Oversight and coordination of Pathstream programsCoordinate and participate in government auditsCoordinate bi-annual Employee Engagement SurveyLean Six Sigma projects and program coordinationDescriptionLocation: This position is onsite full-time (40-hours/week) Monday-Friday in a typical office environment. You will work an 8-hour shift scheduled during our normal business hours of 8:00AM-5:00PM. It may be necessary, given the business need to work occasional overtime. You may be required to travel between buildings. This role is located at 17 Technology Circle Columbia, SC 29203What You Will DoDirect and actively participate ensure change management activities are properly estimated and implemented in a timely, accurate fashion and in accordance with all government and customer requirements. Work with all areas of the organization to ensure change management tasks and projects are complete, provide reporting and recommendations for improvement to senior leadership. These activities are highly visible and critical to the success of the supported contracts.Implement, maintain and oversee a Quality Management System / Program that meets contractual requirements. Perform audits of units, review policies and procedures, and investigation of complaints to determine compliance. Responsible for quality improvement oversight, including accreditation and various quality initiatives.Direct the internal training function, assessing training needs. Provide action plans, deliver internal and external solutions and evaluate results. Create high caliber materials for in-class room and web-based training curriculum. Ensure contractual requirements are met.Direct the Quality Assurance internal audit function. Develop and maintain audit processes. Design focus audit requirements as needed. Provide evidence of successful employee knowledge of systems, processes, and products. Ensure accurate and available data for external audits.Direct a reporting and analytics team to support operational workload reporting, customer requirements, and continuous improvement.Establish, communicate, motivate and achieve individual staff and departmental goals; facilitate training opportunities, develop and provide feedback.Ensure effective continuous collaboration between QMS, training, QA and operations that focuses on operational performance and outcomes accountability.To Qualify For This Position, You'll Need The FollowingRequired Education: Bachelors in a job-related fieldRequired Work Experience: 10 years of job-related experience including either 5 years of management experience OR 5 years of equivalent military experience in grade E4 or above.We Prefer That You Have: 5+ years call center management experience; experience using Avaya, Provider/Member outreach and education experience; Medicare Operations experienceOur Comprehensive Benefits Package Includes The FollowingWe offer our employees great benefits and rewards. You will be eligible to participate in the benefits the first of the month following 28 days of employment.Subsidized health plans, dental and vision coverage401k retirement savings plan with company matchLife InsurancePaid Time Off (PTO)On-site cafeterias and fitness centers in major locationsEducation AssistanceService RecognitionNational discounts to movies, theaters, zoos, theme parks and moreWhat We Can Do For YouWe understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.What To Expect NextAfter submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements.Equal Employment Opportunity StatementBlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.com or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's more information.Some states have required notifications. 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