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Senior Director of Quality and Performance Improvement in Philadelphia, PA at Public Health Management Corporation

Date Posted: 3/28/2019

Job Snapshot

Job Description

Job Overview:

Total quality management can be summarized as a leadership and management system for a customer-focused organization that involves all employees in continual improvement. It uses strategy, data, evidence-informed practices, and effective communications to integrate the quality discipline into the culture and activities of the organization. Quality promotes a culture of excellence, high accountability, and mission driven comprehensive, integrated care and service delivery.

The Senior Director of Quality and Performance Improvement is an inspiring leader who provides strategic, operational and thought leadership to support PHMC’s  mission and vision to improve the health and well-being of our consumers, and to provide excellence in all we do. The director works collaboratively with PHMC leadership to help develop, implement and monitor best in class quality and performance improvement. The  Senior Director coordinates organization-wide efforts to ensure that performance improvement (PI) and quality improvement (QI) programs are developed and managed using a data-driven focus that sets priorities for improvements aligned to ongoing organizational strategic imperatives. In addition, the Senior Director provides leadership and coordination for improving the organization’s measures of success and key performance indicators, evaluating the impact that system improvements have on quality of care, and developing PI and QI training programs that focus on enabling PHMC to achieve its strategic goals.

Quality Improvement and Performance Management at PHMC focuses on improving processes in order to elevate population health outcomes, social determinants of health, and staff, consumer satisfaction. The scope extends to all areas of PHMC promoting the culture of quality and accountability to all employees and affiliated personnel valuing total employee involvement, customer focus, process-centered approach founded in a strategic and systematic application for continual improvement informed through data driven decision making.

The incumbent will manage the implementation, administration and measurement of PHMC’s total quality management program, including specially focused initiatives. He/she will lead teams to provide training, tools, and logistical assistance for quality initiatives. He/she will oversee development of new testing tools, and measurement methods and systems to ensure products and services meet quality standards. Utilize analytics, performance improvement, program/process evaluation and project management tools to support Senior Leadership in successfully executing and measuring quality strategies. Will manage assigned quality improvement staff in the day-to-day performance of their jobs. Ensures that project/department milestones/goals are met and adhering to the department’s approved budget.


 Strategy Development:

  • Identify and analyze significant opportunities for improvement in care and service.
  • Through engagement and collaboration, work with leadership and staff to make quality and its associated processes intrinsic to everyday practices.
  • Annually develop and implement the PHMC organization's total quality management strategy with policies, programs, and initiatives
  • Provide input to strategic decisions that affect the functional area of responsibility.
  • May give input into developing the budget.
  • Capable of resolving escalated issues arising from operations and requiring coordination with other departments.

Quality Systems:

  • Design and implement QI activities carried on an ongoing basis to promote efforts supporting the identification and correction of quality of care issues
  • Evaluate current standards of care, establish acceptable standards of care throughout all product lines, and promote the most effective use of resources to reach acceptable and high standards. Ensure adherence to established accreditation/HRSA/other federal/state and local requirements.
  • Foster improvement strategies, along with systematic tracking, data driven decision making to progress towards established benchmarks or goals.
  • Align the goals and objectives to improve quality of clinical care and services provided by the care delivery system in all settings, especially as it pertains to the unique needs of the population.
  • Develop level of care quality teams to study and develop effective tools, methods, and systems to ensure that the products and services are of the highest quality in service of improving metrics. The teams should leverage cross functional/disciplines to maximize outcomes and internal capacity.
  • Using six sigma techniques to decrease waste and redundancies.
  • Provide technical assistance to managers to build quality into ongoing work processes.
  • Identify established best practice/evidenced based protocols to support implementation, e.g. chronic care model. Ensure these best practices are widely communicated, standardized where appropriate.
  • Ensure continuity and coordination of care between primary care practitioners, behavioral health providers, social service staff, and other specialists. Monitor, identify, and investigate potential quality issues, conduct root cause analysis, and implement corrective action.
  • Establish internal quality controls and documentation procedures
  • Collaborate with the Compliance Officer to ensure bidirectional accountability, support and continuous improvement

Data Monitoring, Analysis and Reporting:

  • Develop corporate-wide measures of QI, in partnership with the Senior Team.
  • Facilitate and conduct monitoring of measures
  • Construct and populate appropriate databases to perform monitoring and analysis
  • Evaluate trend data and share through data visualization and other effective means of communication.
  • Establish dashboards in response to internal and external expectations and standards including outcomes, e.g. HEDIS measures, HealthyPeople 2020
  • Partner with Information Technology (I.T.) to develop the dashboards for performance indicators
  • Develop and implement calendar for periodic quality reports
  • Compile and present reports of priority measures.

Change Management:

  •  Employ a recognized approach engaging and teaching staff from design to execution and through sustainability, e.g. Plan Do Study Act
  • Utilize Six Sigma/Lean methodologies to reduce waste
  • Ensure that changes are supported through implementation and sustainable practice. 


  • In partnership with Organizational Development, develop a training tool that explains TQM’s approach to continuous quality improvement;
  • Design and participate in the training of new staff and the upgrade of staff TQM skills.
  • Lead the evaluation of the effectiveness of training and use that evaluation for continuous improvement. Collaborate with Research and Evaluation to align efforts.
  • Lead training and other development efforts to build quality into processes.
  • Influence and design/update training to accommodate all regulatory and/or accreditation requirements.

Customer/Consumer Satisfaction:

  • Lead the training and development of staff skills in the area of customer needs and satisfaction.
  • Ensure that customer surveys inform quality improvement
  • Assess proposals for surveys, focus groups, and related efforts and offer technical support.
  • Assist with marketing and public relations efforts, as assigned, and perform outreach functions including attending health fairs, community events and other activities as required.
  • Through customer service, anticipate, determine and meet the needs of programs/affiliates in an effort to meet their goals using a relatable and value-added approach


  • Create communications that highlight the positive impacts of TQM on the organization.
  • Collaborate with the communication and strategy division to promote prioritized and consistent messaging.
  • Utilize broad communication to educate, inform, distribute and publish outcomes.


  • Master’s degree preferred, Bachelor’s degree in Business Administration, Public Administration or related field required
  • Excellent written, oral and presentation skills
  • A firm grasp of group dynamic and facilitation of change required
  • Ability to present complex materials in small groups
  • Recognized by peers and customers as a leader, able to inspire shared vision, mobilize support, manage conflict, encourage participation, recognize achievement and work though complex cross functional work processes
  • Demonstrated competence in leading teams
  • Recognized skills and learning/academic preparation in group development, mediation and conflict
  • Knowledgeable and experienced with Lean, Six Sigma, PDSA and other performance improvement methods, with a record of successful improvement projects.
  • Demonstrated analytic and computer skills including use of statistical methods, with strong writing, problem solving and communication skills

Salary: Based on experience and PHMC compensation guidelines.