Director, Program Improvement

Internal Reference Number: R1049803Responsible 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 position also provides leadership to quality management initiatives within the organization.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 workshopsOversight and coordination of Pathstream programsCoordinate and participate in government auditsCoordinate bi-annual Employee Engagement SurveyLean Six Sigma projects and program coordinationLocation: 17 Technology Circle, Columbia, SC 29203. This position is onsite full-time (40 hours/week) Monday-Friday in a typical office environment. The work schedule is 8:00 AM-5:00 PM; occasional overtime and travel between buildings may be required.What You Will DoDirect and actively participate to 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 investigate 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-classroom and web-based training curriculum. Ensure contractual requirements are met.Direct the Quality Assurance internal audit function. Develop and maintain audit processes. Design focused 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.QualificationsRequired Education: Bachelor's degree in a job-related field.Required 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.Preferred Qualifications5+ years call center management experience; experience using Avaya, Provider/Member outreach and education experience; Medicare Operations experience.BenefitsSubsidized health plans, dental and vision coverage401(k) 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 moreEqual 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. 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.We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer.J-18808-Ljbffr