IT Service Desk Manager

• Train new Performance Improvement Specialists or designees in current programs and establish Quality Improvement program in start-up and acquired programs. Establish a follow-up time line to ensure level of understanding and performance of the program Performance Improvement Specialists or designees.
• Share and/or establish between programs best practices for quality and performance improvement
• Develop tracking tools to enhance the work of the designated Performance Improvement Specialist
• Research and communicate to designated Performance Improvement Specialist at program any new regulation and law pertaining to hospice
• Act as resource for program performance or quality improvement in preparation for or during survey
• Update PI training to meet new policy and regulatory issues.
• Develop the programs’ designated Performance Improvement Specialists to their fullest potential
• Meet with GM and/or provide written report on accomplishments of any program visits
• Assist senior managers in start up program or newly acquired sites in the quality and performance improvement area when no designated Performance Improvement Specialist is in place
• Conduct monthly conference calls to share information with, educate and support the quality and performance improvement role
• Act as resource to the corporate and program management on the function and training of the Performance Improvement Specialist role
• Train programs on development and implementation of performance projects
• Provide additional training to Performance Improvement Specialists and others on Excel tracking and trending of quality measures, and on developing charts and graphs for data display
• Work with programs to understand and address negative trends in their program
• Train and consult with programs on establishing Performance Improvement Teams
• Respond to daily communications and questions regarding quality and performance improvement
• Develop new tracking tools for use in monitoring or measuring quality issues
• Provide short- and long-term support for specific program issues
• Train program Performance Improvement Specialists and others to correctly respond and track requests for FMR
• Identify state resources for clinical license verification and monitoring
• Update and educate Performance Improvement Specialists and others on PI Activity Calendar and audit tools
• Establish a positive working relationship with program personnel
• Assist Internal Consultant Surveyors in performance of internal surveys as requested

QUALIFICATIONS

• Four to ten years related experience
• Five years minimum clinical experience
• Five years minimum quality or performance improvement experience
• Computer literate and proficient in WORD, EXCEL, POWERPOINT
• Working knowledge of statistics and quality-based statistical tools
• Must be able to comprehend and create data-based charts and graphs
• Excellent written and oral communication skills
• Ability to work on various assignments simultaneously
• Education experience preferred
• Compliance background preferred
• Must be able to travel extensively

EDUCATION

• Bachelor’s or Master’s in Nursing, Public Health, Business, or other health-related field preferred.
• CPHQ preferred
• Clinical license e.g. RN, LVN, LPN, RRT

SPECIAL INSTRUCTIONS TO CANDIDATES

• EOE/AA M/F/D/V