Business Excellence - Associate Director

View Moreicons; Quezon City; On-site; PHP 2,000,000 - 2,800,000; Full time

Job summary

Sagility seeks an Associate Director in the Business Excellence domain to oversee Quality and Continuous Improvement across global clinical COE accounts. The role requires driving quality metrics, HIPAA/QISMS compliance, and high-level collaboration with multiple geos.

Ideal candidates have 7+ years in healthcare BPO quality/CI leadership, a 4-year degree, and preferably a PHRN license. You will mentor teams, ensure audits pass, and push process improvements across functions.

Qualifications

• Must oversee Quality Information Security policies (QISMS) and HIPAA compliance.
• Able to establish structures to protect classified information.
• Able to report information security incidents promptly to authorities.

Responsibilities

• Define and manage client performance objectives.
• Ensure quality SLAs are met and quality systems are maintained.
• Plan and conduct internal quality assurance audits.
• Enforce adherence to procedures and drive corrective actions.
• Coordinate audits and inspections with clients and partners.
• Act as quality liaison to resolve issues and ensure customer satisfaction.
• Lead investigations of production/quality problems.
• Develop and train team members through coaching and workshops.
• Drive Lean Six Sigma initiatives and process improvements.

Skills

Quality leadership

HIPAA compliance

People management

Process improvement

Cross-functional collaboration

Education

Bachelor's degree in healthcare/related

PHRN licensure (highly preferred)

Job description

Explore meaningful roles that let you make an impact in healthcare while growing your career with purpose, innovation, and global opportunities.

Business Excellence - Associate Director

About Sagility

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

This is a leadership position that will oversee both Quality and Continuous Improvement Teams in the Global Clinical COE, across several accounts in at least two geos.

Job title:

Education

• Preferably any 4-yr College Degree and/or equivalent. Highly preferred to have a PHRN licensure.

Experience

• At least 7 year(s) of working experience in a clinical work in a healthcare BPO setting, managing quality and/or continuous improvement teams.

Mandatory Skills

• Able to establish, implement and continuously improve the quality information security policies assigned to him / her.
• Able to establish structures and procedures to protect classified information
• Able to report information security related incidents without any delay to the proper authorities.
• Able to participate during training, orientation and awareness programs pertaining to QISMS & HIPAA

Roles & responsibilities

Performance Management

• Define and manages achievement of client performance objectives
• Responsible for meeting client Service Level Agreements for quality
• On-going management of Quality systems, processes, and procedures
• Plan and conduct internal Quality assurance audits
• Enforce compliance with internal procedures to ensure that established quality and process procedures are being followed by the appropriate personnel at all times.
• Coordinate, evaluate, and assist in developing action plans and follow up of quality issues.
• Facilitate the account’s-initiated audits. Coordinate and host audits and inspections.
• Engage in on-going communication with the account and business partner, acting as quality liaison to resolve outstanding quality issues, provide audit follow-up, and ensure customer satisfaction with the vendor's quality systems
• Act assign-house counsel for quality issues, providing guidance for staff questions and solutions to quality problems.
• Lead investigations of production/quality problems.
• Develop client relationships People Management
• Handles and resolves resistance of the team to change as it involves conflicting views and opinions
• Capability to train and conduct workshops in Quality Tools, Kaizens, Lean training etc.
• Works with BE Associate Manager/Quality Leads to resolve grievances
• Develops and trains team members through coaching, providing work advice and motivation

Process Improvement

• Drive continuous improvement onsite and throughout the investigations via cross-functional teams and working with key stakeholders.
• Manage Diet Six Sigma/Lean Projects associated with product and process improvement activities.
• Help develop, foster, and drive a culture of lean Six Sigma throughout the company.
• Provides input and feedback to key leadership positions about process improvement opportunities specific to all parts of the organization.
• Works to identify key gaps within the different functions and leads the transformation of existing processes in terms of capability and maturity utilizing Lean Six Sigma.
• Maximize revenue and measure costs for group Technical
• Review and approve process and QC documentation to release processes for distribution
• Manage Change Controls and Administer Change Control System.
• Act as quality approver for documents requiring approval from a quality representative.
• Manage and provide internal SOP and ISO compliance training.
• Coordinate training across departments.
• Maintain training databases and ensure that employees training records are up to date.
• Ensure new employees are trained on SOPs per specific job function.
• Ensure that appropriate records are properly controlled.
• Manage the proper storage and filing of controlled documents.
• General Safety and Security
• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) – For Healthcare Accounts

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Location:

Quezon City, Bridgetowne ZetaPhilippines

Join our team, we are looking forward to talking to you!