Bay Aging is seeking a full-time VAAA Cares Quality Improvement, Compliance & Operations Manager. They will promote quality measures for VAAACares Care Transitions Programs and Bay Aging Community Living Programs to include but not limited to care transitions, care coordination, and home care programs. The Quality Improvement, Compliance and Operations Administrator (QICO) is dedicated to ensuring the highest standards of services are being implemented and delivered to the participants/clients who have entrusted agency staff with providing their service needs. They are responsible for carrying out the quality assurance (QA) program which assures agency staff are compliant with all policies and procedures set forth by the state as well as those required by Bay Aging and implementing the continuous improvement process (CQI) when improvement opportunities are identified. The QICO is responsible for collaborating with staff to identify actions to improve and the tracking and reporting of effectiveness of actions taken. The Quality Improvement, Compliance and Operations Administrator will ensure quality improvement, compliance, and utilization of internal and external software to support operation of the Bay Aging, and VAAACares Care Transitions and National Committee for Quality Assurance programs. Salary: $63,273/yr-$70,000yr. Will be expected to provide leadership and or support to other program staff with various “as needed” projects. Will also be required to attend and complete evidence-based programing models of care to understand the role of the Health Coach.

ESSENTIAL FUNCTIONS

Care Transitions:

• Train internal and external field staff, perform audits, monitor performance, and implement strategies to ensure positive outcomes and highest quality service. Trainings may be in-person or virtual.

• Monitor and assist staff with work progress and strategies.

• Assist with staffing requirements, coordinate hiring and training new staff.

• Assist with the development of policies, training manuals, and other tools to promote efficiency, quality assurance and cost management.

• Systems and Procedures – Assist with daily/weekly/monthly reporting and tracking as required by partners, complete record auditing, assist with developing spreadsheets to analyze data

• Assist with the development of support plans for implementation; reevaluate best practices and assist with the implementation of new applications as needed to support growth, quality improvement and procedures for daily operations.

• Expert Resource: act as an expert frontline resource for health coaches, management, MCOs, hospitals, AAAs and other partners on topics relative to database application, data collection/entry, billing and reports.

• Promote a strong work culture by acting as a role model within and outside the agency.

The QICO:

• Administers satisfaction surveys, at least annually, in accordance with the program requirements to expose any deficiencies or weaknesses and can assist the agency in making recommendations for improvement.

• Generates timely and accurate documentation to assure participants/clients are receiving services as specified and identify areas of recurring problems. This review will include performing audits of participant/client notes, documentation, and/or data entries.

• Track critical incidents including hospitalizations and ER visits, helps identify trends and evaluates medical interventions.

• Engages staff in continuous quality improvement activities using the PDSA CQIO methodology.

• Assures compliance through ongoing QA/QI monitoring, reporting, evaluation, and follow-through as required.

• Monitors program compliance and NCQA standards.

Additional Responsibilities:

• Ensure that information utilized and entered as part of the No Wrong Door Program is tracked, monitored, and analyzed once entered in the PeerPlace information system. Coordinates Quality Assurance/Improvement meetings.

• Provides expertise in NCQA standards.

• Gathers data on identified performance measures.
• Develops user friendly reports that include goals and trending information over time.
• Monitors standards and performance measures through direct auditing of files, data, or other sources of information for the Care Coordination program, the Home Care Department, and No Wrong Door program to ensure accuracy and completeness of documentation in accordance to program requirements.
• Establishes new quality measures for monitoring.
• Advises the Director of Home and Community Services and the Director of Community Living of any trends noted when reviewing performance measures.
• Reviews findings with the RN to determine need for further intervention or education needed.
• Reports unresolved findings/reports directly to the CEO when unresolved at the program level.

• Systems and Procedures – Assists with daily/weekly/monthly reporting and tracking as required by partners, completes medical record auditing, assists with developing spreadsheets to analyze data, and completes vouchers and purchase orders for approval.
• Assists with the development of support plans for implementation; reevaluates best practices and assists with the implementation of new applications as needed to support growth, quality improvement and procedures for daily operations.

• Learns the No Wrong Door PeerPlace, the prescribed statewide database of the Virginia Department of Aging and Rehabilitative Services.

• Monitors data entry requirements by following data program techniques and procedures.

KNOWLEDGE, SKILLS AND ABILITIES

The VAAACares Quality Improvement, Compliance, and Operations Administrator will possess excellent communication and interpersonal skills to accomplish the objectives across multiple entities both within and outside Bay Aging. Relies on extensive experience and judgement to plan and accomplish goals while performing a wide variety of tasks.

• Knowledge of CQI principles, practices, methods, and tools

• Relies on extensive experience and judgment to plan and accomplish goals while performing a wide variety of tasks.

• Working knowledge of health care industry, caregiving, chronic disease management

• Working knowledge in program standards and Federal and State regulatory requirements.

• Decision making – decides priorities and hierarchy of tasks in implementation of the essential functions of the job.

• Excellent verbal, written and computer literacy a must.

• Skill in effective education and facilitation of CQI efforts across the organization.

• Adapts to changing organizational priorities.

• Strong organizational and problem-solving skills and attention to detail.

• Ability to properly handle and manage confidential data.

• Ability to communicate effectively and diplomatically, both verbally and in writing, with people at all levels of the organization.

• Ability to plan, coordinate, and implement specific activities across loosely aligned entities, build alliances and working relationships with entities that normally are competitors who must work together to advance the goals of the program, track, analyze, evaluate, and react to data to exceed the financial and care improvement goals of the program.

WORKING ENVIRONMENT

Office-based position with the opportunity for occasional remote work from home. Minimal physical requirements (ability to lift 15 lbs., walking and climbing stairs) with some travel for training(s) and interface with external field staff, partners, stakeholders and required conferences, trainings, and meetings. Some overnight or weekend travel may be required.

MINIMUM QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this job. Individual abilities may result in some deviation from these guidelines.

• Bachelor’s degree or equivalent preferably in the health science administration, health care field, care coordination or at least three years of experience in healthcare.

• Familiar with a wide variety of community resources.

• Superior Excel skills a must. Proficiency with Outlook Scheduling, Zoom, Power Point and other software applications for tracking and data analysis.

• Must possess a valid driver’s license and relevant certifications.

FLSA Status: This is an exempt position.

Benefits Include: Medical, Dental and Vision Insurance, 401K Retirement Plan, Paid Annual Leave, Sick Leave and Holiday Leave, Employee Assistance Program, Life Insurance and Long Term Disability.

Bay Aging is an Equal Opportunity Employer. All applicants will be considered for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status. Bay Aging is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact MaDena DuChemin, Human Resource Manager at (804) 758-2396, Ext. 1228 or mduchemin@bayaging.or