Quality Manager

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The Role

A Quality Manager is more than just an industry expert. Our team takes ownership of their work and the greater success of the organization. We’re also looking for someone who listens to the client and understands that each project and organization is unique and an opportunity to strengthen relationships. You’ll need to tackle tough projects to help those organizations succeed. Experience in Quality and Regulatory Programs at the federal, state, and local levels is a critical skill for this position. Knowledge and/or experience in clinical workflows and technical development to support Quality programs within Epic is not required but preferred to help guide the team and better support our clients.

The Quality Manager on our Quality team is an experienced regulatory and healthcare IT expert who supports the design, build ,and delivery of EHR solutions for Nordic clients by serving as a key liaison between client operational stakeholders and technical staff and possesses the following attributes:

• Project Manager – provides oversight for Nordic clients in delivery and project execution
• Expert Translator – understands and explains regulatory translation to technical concepts and products to clinical and quality users as well as clinical & quality workflows and knowledge to technical staff
• Customer Influencer – exhibits great customer-facing skills, polished presentation abilities, strong discussion habits, and good emotional intelligence
• Problem Solver – identifies problems, collaborates with colleagues & organizational leaders, resolves issues quickly, brings satisfaction to users, and instills confidence in the client’s leadership
• Strategic Thinker – demonstrates curiosity and creativity while possessing big-picture visions and the ability to break them down to smaller steps with decisive execution
• Startup Enterpriser – works at a fast pace with flexibility to shift priorities in a team-oriented environment built on the desire to achieve success for clients and colleagues

This position works under the direction of the Senior Manager/Director, Digital Health – Quality to address documented client needs while actively seeking opportunities to refine client deliverables, build knowledge in new domains, and improve Nordic’s business processes.

Key Responsibilities

A Quality Manager provides consulting services to clients on EHR-related projects in a project management, project leadership, or advisory capacity.

• Provide quality and regulatory advisory services to ensure the client is successful in meeting requirement programs, incentive programs, and payor requirements
• Ensure alignment of quality and regulatory programs during workflow and technical discussions
• Provides strategic insight and guidance to our clients based on anticipated regulatory updates or changes
• Enables and collaborates with the sales team to position Nordic’s offerings to our customer base
• Manage client engagement scope and overall delivery of agreed-upon solutions
• Maintaining an understanding of client needs/structures and reviewing client satisfaction metrics
• Maintain relationships within customer accounts, build Nordic’s presence and brand within the account, and identify opportunities to expand service offerings
• Ensuring service level coordination and other client commitments are met; providing point of contact for client escalations and reprioritization needs
• Coordinating work with quality solution teams, and SME experts, and mentoring the solution consultants
• Assisting the team to refine and maintain marketing information, and sales strategy, and participating in sales support
• Assisting with client acquisition and retention, maximizing team productivity, and solution delivery
• Continuously improving process and internal support documents, assisting in the improvement of workflows and processes, and managing multiple projects simultaneously
• Leading client sessions, articulating services, and providing regular project updates
• Coordinating and forecasting work; plans accordingly
• Participating in continuous learning opportunities
• Working to uphold and strengthen Nordic’s corporate culture
• Working with the client team on sales enablement and sales processes
• Working on business operations projects that may be assigned on an ad hoc basis and may assist other corporate initiatives as necessary
• Lead client-facing meetings regarding ongoing work-product coordination and project status
• Enhance process and internal support documents, assist in the improvement of workflows and processes, and manage multiple projects simultaneously
• May be invited to attend corporate functions as a representative of the company to meet prospective consultants, as well as solidify relationships with client and Nordic co-workers

Skills and Experience

• 10+ years of quality and regulatory compliance understanding and experience to include programs such as accreditation bodies (TJC, DNV), Center for Medicare and Medicaid Services (CMS) programs, Centers for Disease Control (CDC), Health and Human Services, etc. with a focus in hospital inpatient locations
• 3+ years of recent experience in project management, certification not required but preferred
• 5+ years’ experience and knowledge base of inpatient clinical workflows, Epic technical understanding preferred
• 5+ years of healthcare IT experience, clinical licensure preferred but not required
• Data analysis skills and experience preferred
• Established skills across multiple healthcare technology platforms (EHRs, Clinical Systems, Revenue Cycle Systems, etc.)
• Current Epic Certification in Clinical Documentation, Bugsy, Cogito, or Orders with understanding of workflows preferred, not required
• Epic Regulatory Reporting and BestPractice Advisories Badge preferred, not required
• Exceptional customer management and service skills
• Excellent communication skills, written and verbal
• Demonstrated ability to seek out, analyze, and solve novel problems
• Ability to organize with exceptional attention to detail
• Able to work independently and within a team environment
• Must demonstrate and embody Nordic’s maxims

Additional details

• Seeking specialty focus within the inpatient healthcare space for regulatory and workflow understanding, ambulatory and outpatient process understanding a benefit
• 100% remote position, travel discussion may ensue pending client opportunity and requests