Associate Director, Quality & Patient Experience

Citizen-Advocate; Town of Malone (NY); On-site; USD 110,000 - 150,000; Full time

Job summary

Citizen-Advocate is seeking an Associate Director of Quality and Customer Experience to lead Quality, Compliance, and Patient Experience initiatives across Behavioral Health programs in New York. You will supervise Customer Support and Medical Records, driving patient access, documentation integrity, and timely care.

The role partners with Population Health, EHR, Nursing, and clinical teams to remove barriers, implement standard workflows, and monitor performance using actionable data.

Qualifications

• Bachelor's degree preferred.
• Minimum of three years of progressively responsible experience in behavioral health, customer support, patient access, medical records, quality, compliance, or related field.
• Minimum of one year of direct supervisory experience, including staff oversight and coaching.

Responsibilities

• Lead assigned quality improvement and customer experience initiatives and support compliance activities.
• Supervise Customer Support and Medical Records teams and ensure consistent workflows.
• Partner with Behavioral Health, Population Health, EHR, Nursing, and clinical teams to remove operational barriers.
• Develop and monitor KPIs, dashboards, and action plans for access, experience, documentation, and scheduling.
• Coordinate corrective action plans from regulatory reviews, audits, or complaints and ensure sustained improvements.
• Support readiness for regulatory or accreditation requirements in collaboration with program leadership.
• Prepare reports and materials for leadership on quality, compliance, and performance.

Skills

Operations Leadership

People Leadership

Quality Improvement

Data Analytics

Regulatory Compliance

Cross-Functional Collaboration

Patient-Centered Service

Education

Bachelor's degree preferred

Job description

Citizen-Advocate is seeking an Associate Director of Quality and Customer Experience to lead Quality, Compliance, and Patient Experience initiatives across Behavioral Health programs in New York. You will supervise Customer Support and Medical Records, driving patient access, documentation integrity, and timely care.

The role partners with Population Health, EHR, Nursing, and clinical teams to remove barriers, implement standard workflows, and monitor performance using actionable data.