Manager Quality Performance

Company :

Job Description : 

JOB SUMMARY

This role leads a team of quality staff responsible for driving high-quality utilization management (UM) assessments across all Highmark product lines (commercial, Medicare Advantage, ACA, CHIP), encompassing non-clinical, medical, pharmacy, and behavioral health domains. The successful candidate will be a strategic leader with proven analytical, project management, and communication skills, focused on optimizing UM performance and driving continuous improvement initiatives. This is a highly analytical role requiring expertise in data analysis, process improvement methodologies, and program development.

ESSENTIAL RESPONSIBILITIES

• Team Leadership & Management: 
• Provide direct supervision to a team of quality focused staff, including recruitment, training, performance management, coaching, development, compensation, and recognition.
• Oversee daily operations, ensuring adherence to policies, procedures, and quality standards.
• Foster a culture of continuous improvement and high-performance within the team

Program Development & Management:

• Develop and implement comprehensive UM quality improvement programs aligned with organizational strategic objectives and regulatory requirements.
• Design and deploy robust performance monitoring systems, including key performance indicators (KPIs) related to medical necessity, cost-effectiveness, and adherence to clinical guidelines.
• Develop and maintain detailed program documentation, including processes, workflows, and training materials.
• Lead the development and implementation of new UM programs and initiatives.

• Strategic Planning & Execution: 
  • Collaborate with the Director to develop and implement the department’s strategic plan, aligning with organizational goals and objectives.
  • Regularly monitor and report on the plan’s progress to internal and external stakeholders, including regulatory bodies and business partners.

• Quality Performance Improvement: 
  • Oversee UM organization-wide quality improvement processes. 
  • Analyze performance data, identify areas for improvement, and develop and implement interventions to enhance quality and revenue.

Cross-Functional Collaboration & Stakeholder Management:

• Collaborate extensively with clinical, pharmaceutical, operational, IT, and quality improvement teams to ensure seamless integration and alignment of UM programs across the enterprise.
• Effectively communicate program status, progress, and challenges to diverse stakeholders, including executive leadership and external partners.

• Data Analysis & Reporting: 
• Conduct in-depth analyses of UM performance data across all product lines to identify trends, opportunities for improvement, and areas of risk.
• Develop and implement data-driven interventions to improve quality, efficiency, and cost-effectiveness of UM processes.
• Develop and maintain comprehensive reporting mechanisms to track KPIs and communicate findings to stakeholders (including executive leadership, regulatory bodies, and business partners)

• Project Management: Oversee multiple projects simultaneously, managing timelines, budgets, and resources effectively. Escalate risks and dependencies to executive leadership as needed.

• Process Improvement: Continuously evaluate existing processes and implement improvements to enhance efficiency and effectiveness.

EDUCATION

Required

• Bachelor's Degree in Business Administration/Management or Health Care Related field

Substitutions

• High School Diploma with 6 years of experience

Preferred

• Master's Degree in Business Administration/Management or Health Care Related field

EXPERIENCE

Required

• 3 - 5 years of Quality Improvement experience
• 1 - 3 years of Project Management experience
• 1 - 3 years of Process Design experience
• 1 - 3 years of Process Improvement experience

Preferred

• Proven experience managing a team of quality auditors or a similar role in healthcare
• Strong understanding of utilization management principles
• Excellent analytical, problem-solving, and data interpretation skills
• Proficiency in project management methodologies
• Strong communication, interpersonal, and presentation skills
• 3 - 5 years of Strategic Planning experience
• 1 - 3 years of Operational Excellence experience
• 1 - 3 years of Medicare experience
• 1 - 3 years of Medicaid experience
• 1 - 3 years of Management experience

LICENSES OR CERTIFICATIONS

Required

• None

Preferred

• None

SKILLS

• Analytical Skills
• Performance Improvement
• Project Management
• Collaboration
• Written & Oral Presentation Skills
• Team Leadership
• Strategic Thinking
• Budget Management
• Healthcare Industry
• Vendor Management

Languages (other than English)

None

Travel Required

0% to 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office Based

Teaches / trains others regularly

Frequently

Travel regularly from the office to various work sites or from site-to-site

Occasionally

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required 

Yes

Lifting: up to 10 pounds

Occasionally

Lifting: 10 to 25 pounds

Rarely

Lifting: 25 to 50pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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