Director of Quality, Service, & Performance Excellence

The Director of Quality, Service, & Performance Excellence will oversee the development and interpretation of performance data, ensuring accuracy and reliability for internal and external reporting for CM, MSO and PHP. Works closely with Senior Director of MSO and Care Management leadership on quality improvement initiatives including defining and prioritizing performance indicators for enhancing quality outcomes including but not limited to value based programs, scorecard, performance on access, quality, equity measures and patient experience. Partners with leadership in developing, organizing, and monitoring Performance Improvement (PI) initiatives to achieve safe and excellent healthcare quality and operational outcomes; employs and utilizes performance improvement methodology, tools, and techniques to streamline healthcare process and delivery systems. This role requires an exceptional leader with proven ability to utilize strong process and data-driven analytical skills to identify the processes, systems, and/or practices that lead to sub-optimal performance and successfully resolve these issues through process simplification, reengineering, and change management. Can work as a project manager, facilitator, consultant, and analyst to identify opportunities for improvement and manage initiative designed to improve quality and patient outcomes. Able to incorporate Lean processes and tools in all aspects of performance improvement and demonstrate ROI. 

This is an exempt managerial position.

PIH Health is a nonprofit, regional healthcare network that serves approximately 3 million residents in the Los Angeles County, Orange County and San Gabriel Valley region. The fully integrated network is comprised of PIH Health Downey Hospital, PIH Health Good Samaritan Hospital, PIH Health Whittier Hospital, 37 outpatient medical office buildings, a multispecialty medical (physician) group, home healthcare services and hospice care, as well as heart, cancer, digestive health, orthopedics, women’s health, urgent care and emergency services. The organization is nationally recognized for excellence in patient care and patient experience, and the College of Healthcare Information Management Executives (CHIME) has identified PIH Health as one of the nation’s top hospital systems for best practices, cutting-edge advancements, quality of care and healthcare technology. For more information, visit PIHHealth.org or follow us on Facebook, Twitter, or Instagram.

Required Skills

• Advanced written, verbal, and non-verbal communication in the English language
• Ability to relate effectively with all levels of the clinical and administrative/financial departments
• Strong organizational skills and analytical abilities
• Strong leadership skills demonstrated through effective management or collaboration with multidisciplinary teams and committees focused on quality management and performance improvement
• Strong computer skills
• Detail oriented, able to assess and interpret findings
• Broad clinical background

Required Experience

Required:

• Master’s degree in business, healthcare administration or related field in Quality, or Engineering
• Experience in overseeing Quality Assurance Programs and Performance Improvement Plans (PIPs) in healthcare setting
• Minimum of three years of experience in a hospital, home health agency, primary care clinic or health facility.
• Current California driver’s license and valid auto insurance.

Preferred:

• Previous experiencing managing projects
• Certification in Lean, Six Sigma, and/or other process improvement methodology