Director, Quality and Clinical Operations

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VITAL WorkLife

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1988

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

VITAL WorkLife is the leading mental health and well-being expert for healthcare organizations and their workforce. The company provides comprehensive solutions designed to address the challenges faced by healthcare professionals, including burnout, life challenges, and barriers to seeking help. VITAL WorkLife offers resources such as counseling, coaching, employee assistance programs, and training aimed specifically at the healthcare sector. With over 90 healthcare systems supported and a 98% client retention rate, they serve thousands of physicians and nurses. Their tailored, proactive approach helps improve the mental health and well-being of healthcare professionals, ultimately aiming to enhance productivity and patient outcomes.

📋 Description

• Lead the Service Delivery & Network Teams in day-to-day department functioning, project coordination, priority management, and professional development • Analyze and scenario-plan for service delivery teams and the consultant network • Optimize staffing ratios, network capabilities, technology automation, efficiency, and consultant utilization • Monitor service-delivery KPIs, including response times, client satisfaction scores, and resolution rates • Recruit, vet, contract, and onboard counselors and consultants • Manage provider issues and implement operational changes • Report provider-network trends, opportunities, and improvement areas to leadership • Manage the designated-area budget, resource allocation, cost containment, and financial objectives • Design and refine the Quality Management program for service delivery • Lead clinical and network consultant audits, case reviews, risk assessments, and compliance activities • Develop provider-network quality metrics and scorecards • Oversee provider remediation and corrective action plans • Establish quality calibration processes for frontline clinical and network consultant teams • Prepare for and lead accreditation surveys and regulatory audits • Analyze quality and compliance data and implement process improvements and training initiatives • Maintain clinical policies, procedures, and quality standards • Report quality outcomes, risk trends, and program performance to the VP of Solutions and Clinical Operations • Ensure incident reporting and follow-up for critical incidents, complaints, and adverse events • Collaborate with service delivery, network providers, technology, innovation, clinical, client success, marketing, IT, and other teams • Lead, mentor, and develop service delivery, clinical, and network management teams • Streamline service-delivery processes and improve client experience • Design strategies for client experience, user journeys, proactive issue resolution, and user experience improvements

🎯 Requirements

• Strong operational and strategic planning skills, with experience in provider networks • Proficiency with case management, CRM, survey, and data management/analytics systems • Understanding of HIPAA and other regulatory standards • Quality assurance development and monitoring experience • Excellent written and verbal communication skills, including senior-leadership reporting • Relationship-building, negotiation, and cross-functional collaboration skills • Proven leadership experience influencing across organizational levels and building high-functioning teams • Experience coaching, providing feedback, planning growth, managing accountability, and recognizing team members • Client-focused, innovative, adaptable, technically savvy, and proactive • Bachelor’s degree in business administration, healthcare management, or a related field • Master’s degree preferred • At least 7–10 years of experience in service delivery or operations management, preferably in EAP, behavioral health, or healthcare • Proven experience managing and developing teams, including cross-functional teams • Experience in provider-network development, consultant relations, and network management • Experience in change management and continuous improvement • Experience in process design and implementation • Experience managing user satisfaction, NPS, and voice-of-the-client programs • Demonstrated root cause analysis experience • Experience with project management, Lean, agile, and other developmental methods • Ability to perform the essential duties and responsibilities, with reasonable accommodations available

🏖️ Benefits

• Fully remote and flexible work • Comprehensive medical, dental, vision, FSA/HSA, life, and disability coverage • Generous paid time off plus holidays and well-being days • Paid parental leave • Employer-sponsored 401(k) match up to 4%, fully vested from your first day of eligibility • Confidential Employee Assistance Program for employees and family members • Virtual assistant through our Concierge program • Professional development opportunities • Charitable match • 8 hours of paid volunteer time annually