Job description

Customer Success & Compliance Director
FLSA Status: Exempt
Department: Quality/Compliance (Q &C)
Reports To: VP of Quality and Compliance

Creation Date: 8/11/22
Revision Date:

Job Summary:

With a focus on our Core Values of Integrity, Internally Driven, Fun and Respect, the Customer Success and Compliance Director oversees all operational and managerial functions of compliance and credentialing support for multiple divisions within the Healthcare Staffing Services Firm. As a leader for the Compliance Team, the Customer Success and Compliance Director will be responsible for alignment of Joint Commission standards, Customer/Client Compliance Success as well as contractual obligations with client facilities from a credentialing standpoint.

Essential Job Responsibilities:

• Provides oversight, guidance and coaching to Q&C Managers and Leaders that report within this vertical
• Responsible for strategic and tactical plans to achieve departmental goals while managing and leading a component of the TJC, Client Satisfaction, Credentialing department operational and compliance alignment.
• Create Department budgets and ensures that Department goals are met while adhering to approved budgets.
• Ensures that all documentation is properly verified, is accurate, and is stored appropriately; responsible for ensuring a timeliness of updating required documentation and acting upon an expiring credentials.
• Participates and collaborates on the Quality Review Committee’s and Escalation Team
• Analyzes and prepares reports on trends in line of business.
• Handles employee relations in conjunction with company standards/policies/procedures; works effectively with the appropriate HR Business Partner and VP of Quality and Compliance to handle any employee-related concerns/issues.
• Responsible for leading or participating in any Quality and Safety Learning Stories and People, Process and Technology System Gap Assessment. Works Collaboratively with all Team and Departments Managers, Leaders, and Team Members. Represents and models as a leader for TotalMed and demonstrates core values in all actions.
• Develops and oversees all control systems to prevent and mitigate risk associated to compliance functions; evaluates efficiencies of current policies and procedures while striving for continued process improvements in collaboration with the VP of Quality and Compliance.
• Works directly with internal Departmental Directors and other members of leadership teams to ensure transparency in compliance changes while being accountable for necessary changes.
• Plans, organizes, and executes compliance programs in accordance with Joint Commission, facility, and company standards; will serve as contact for Joint Commission audit(s) as assigned in collaboration with the TJC Credentialing and Licensing Leader and the VP of Quality and Compliance.
• Facilitates monthly Joint Commission audits and contributes to the reporting for the Joint Commission in collaboration with the Q&C Innovations Manager & TJC Credentialing and Licensing Leader.
• Training and coaching for new hires and coordinate with training team(s) with any policy or procedural changes as well as working in collaboration with the Quality and Compliance Team for training curriculum and process within each service line department.
• Lead, mentor, and develop seasoned staff to be successful in their roles while promoting growth and development.
• Understand local, state, and federal compliance regulations and quickly respond to changes within regulations while keeping entire leadership team and appropriate divisions aware of such changes assigned in collaboration with the TJC Credentialing and Licensing Leader and the VP of Quality and Compliance.
• Assist as subject-matter expert for compliance in various meetings including Leadership and Team Level 10; must maintain regular Same Page Meetings with all direct reports.
• Maintain direct reporting relationship to VP Clinical and Quality and communicate important Team information for resolution and follow through.
• May be required to assist and/or maintain or audit a minimum number of credentialing files as deemed necessary.
• Performs other duties and participates in other committees, projects and duties as assigned.

Knowledge, Skills and Abilities:

• Working knowledge and experience with the Joint Commission (must have assisted or lead at least 1 audit for the Joint Commission)
• Excellent Communication (Orally and Written)
• Ability to organize and prioritize multiple projects and work under pressure in a fast-paced environment while maintaining a professional and positive attitude.
• Ability to build and nurture interdepartmental relations.
• Analytical and proactive approach to problem solving.
• Strong leadership and management skills.
• Strong attention to detail – including accurate documentation.

Education and Experience:

• Bachelor’s Degree in Business Administration, Health Services Administration, Management, Nursing or Related Field Preferred
• 1-3 Years of Experience in Related Field (Will Accept a Combination of Education and Experience to Meet Requirement)
• 12+ Months in Compliance/Credentialing Coordinator Role
• Basic Microsoft Office Knowledge: Word, Excel, and PowerPoint
• 1+ Years in the Healthcare Staffing Services Industry – Preferably in Compliance-Related Role(s) (preferred)
• 1+ Years in a Supervisory/Managerial Role (preferred)

Physical Requirements:

• Ability to lift and carry up to 50 lbs. as necessary
• Must be able to remain in a stationary position at least 50% of the time
• Occasionally move throughout office environment
• Continually observe information/data both on paper and electronically at a close range/distance
• Continually operate computer and other electronic office equipment

Job Type: Full-time

Pay: From $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• Bachelor's (Required)

Experience:

• Microsoft Office: 2 years (Preferred)
• Healthcare Staffing Services: 1 year (Preferred)

Work Location: Remote

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