Director, Quality and Clinical Operations

Description

About VITAL WorkLife, Inc.

VITAL WorkLife is the clinician performance partner for healthcare, dedicated to supporting the human side of medicine. For more than 40 years, we've built performance and well-being solutions designed specifically for physicians, nurses, advanced practice providers, and the entire healthcare workforce. Our mission is direct: strengthen the people who power healthcare, so patient care and organizational performance both get stronger.

What sets us apart is depth, not breadth. Our Employee Assistance Program (EAP) is healthcare-focused. Our Physician Peer Coaching is delivered by the nation's largest network of clinician peer coaches, people who have lived clinical life themselves. The result is real engagement: physician participation runs well above the national EAP average, and 96% of clinicians who use peer coaching say it helped them stay in their role.

We partner with health systems nationwide to protect clinician well-being, extend careers, and build organizations where the workforce can do their best work. Join VITAL WorkLife, and you join a team committed to making healthcare's workforce more resilient, one clinician at a time.

The Director of Quality & Clinical Operations ensures high member satisfaction and client organizational-level engagement by building and leading clinical and operational teams. The Director will create a service-oriented culture within the department and VITAL WorkLife’s provider network that delivers transformative experiences, enhancing the lives and well-being of VITAL WorkLife members. The Director owns the leading both an internal team of employees and VITAL WorkLife's clinical and consultant provider network.

The Director plays a pivotal role in leading team members and managing processes to optimize the delivery of VITAL WorkLife's services. This role ensures that provider and front-line service operations are efficient, client-centric, and aligned with organizational goals, driving operational excellence, cost management strategies, fostering seamless collaboration and alignment across teams, and implementing practices that enhance client satisfaction and service outcomes. And overseeing network coverage, capacity planning, and cost management to ensure the provider network can reliably meet client and user demand.

Leadership of the Front Line, Clinical, and Provider Network Management Teams will be integral to delivering cohesive, innovative, and effective services.

OPERATIONAL LEADERSHIP

• •Lead the Service Delivery & Network Teams in the day-to-day functioning of the department, project coordination, priority management and professional development
• •Take a proactive approach to in-depth analysis and scenario planning for service delivery teams and consultant network
• •Focus on optimizing staffing ratios and network capabilities leveraging technology automation and driving efficiency while aligning with organizational priorities, identifying appropriate staffing levels for service delivery and promoting efficient use of network consultants for company engagements
• •Monitor KPIs related to service delivery including response times, client satisfaction scores and resolution rates
• •Develop and implement strategic efforts to recruit, vet, contract, and on-board counselors and consultants, including documenting processes ensuring compliance with VITAL WorkLife service expectations, plans to promote engagement and providing feedback to consultants regarding performance
• •Manage timely resolution of provider issues and implement operational changes as necessary
• •Provide data related to provider network to identify trends, opportunities and areas for improvement, with regular reporting to leadership
• •Manage budget for this designated area, demonstrating financial stewardship, strategic resource allocation, cost containment, and achievement of financial objectives in alignment with organizational goals

Quality Assurance & Clinical Compliance

• •Design, implement, and continuously refine the organization's Quality Management (QM) program for service delivery, ensuring alignment with accreditation standards and applicable state and federal regulations.
• •Lead the audit and case review process for clinical and network consultant work, including risk assessments, crisis intervention documentation, and treatment referrals, to ensure adherence to clinical protocols and identify opportunities for improvement.
• •Develop and maintain quality metrics and scorecards for the provider network, monitoring performance indicators such as appointment access/timeliness, treatment appropriateness, client outcomes, and satisfaction/grievance trends.
• •Oversee provider performance remediation processes, including identifying underperforming or non-compliant network providers, managing corrective action plans, and escalating for network removal when necessary.
• •Establish and manage internal quality calibration processes for frontline clinical and network consultant teams, including call/case monitoring, scoring rubrics, and calibration sessions to ensure consistency in triage, referral, and client support practices.
• •Prepare documentation and lead organizational readiness for accreditation surveys and regulatory audits, serving as the primary point of contact for external accreditation bodies and auditors.
• •Analyze quality and compliance data to identify trends, root causes, and systemic issues; translate findings into actionable process improvements and staff training initiatives.
• •Maintain and update clinical policies, procedures, and quality standards to reflect evolving regulatory requirements, accreditation criteria, and industry best practices.
• •Partner with the VP of Solutions and Clinical Operations to report on quality outcomes, risk trends, and program performance, providing recommendations for strategic quality initiatives.
• •Ensure timely and accurate incident reporting and follow-up for critical incidents, complaints, or adverse events involving clients or providers, in accordance with organizational and regulatory requirements.

COLLABORATION AND PARTNERSHIP

• •Partner closely with Service Delivery Team member and Network providers to ensure service delivery aligns with clinical best practices and client care standards
• •Collaborate with the Director of Technology and Innovation to integrate feedback, streamline user experiences and implement innovative solutions
• •Foster cross-functional collaboration and alignment with clinical teams, client success, marketing, solution innovation, IT and other departments to ensure cohesive and integrated service solutions

TEAM AND ROLE MANAGEMENT

Lead, mentor and develop a high-performing team of service delivery professionals — including the Well-Being Support Team, Clinical Team members and Network Management Team members — while clearly defining roles, responsibilities, and performance expectations for team members.

PROCESS OPTIMIZATION

Streamline processes; identify gaps in existing service delivery processes and implement improvements to enhance efficiency and client experience

CLIENT EXPERIENCE AND SATISFACTION

Design and implement strategies to improve the overall client experience, including streamlined user journeys and proactive issue resolution

Collaborate with Clinical and Client Success teams to ensure services meet the unique needs of diverse client populations

Drive Improvements in the User Experience through careful data analysis, survey feedback, and other quality collection measures.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position. An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform th