• Director, Quality & Service

    Portland Metro Area
    Full/Part Time
    Full Time
    Req ID
  • Overview

    Northwest Permanente, P.C. is a self-governed (physician led), multi-specialty group of over 1500 physicians, surgeons, and clinicians, caring for over 600,000 members in Oregon and Southwest Washington. Kaiser Permanente is one of the nation's pre-eminent health care systems, a benchmark for comprehensive, integrated and high quality care. NWP is seeking a Quality & Service Director who will be responsible for oversight and support of Quality Management and Service infrastructure in partnership with NWP’s Assistant Medical Directors for Quality and other key NWP and KFHPNW leaders. This includes but is not limited to quality planning and goal setting, quality measurement and incentives, quality committee and staff performance, quality training and communication, and improvement coordination. Manages major change initiatives and represents operations within the Region with primary accountability for management of quality initiatives and service efforts that cross departmental lines or have regional impact or significance.



    • Supports strategic vision, leadership and oversight to key initiatives and/or teams, assist in definition of required outcomes and milestones, drive performance targets and monitor performance relative to targets, optimize resource utilization, participate in the development of proposals and recommendations, and ensure delivery of needed results.
    • Along with physician leaders in Quality, provides oversight of quality programs including credentialing, patient safety, and peer review; the development and maintenance of clinical support tools and documents (i.e. clinical guidelines); and the development of annual quality measures and targets (such as ICP MOU measures and quality metrics for contracted care deliver entities).
    • Partners with NWP Practice Directors & Chiefs to help identify and develop strategies that can be successfully incorporated Ambulatory Care, assists with identifying risks and solutions, and helps drive successful implementation into operations.
    • Facilitates development and implementation of quality outcomes monitoring into processes (including electronic applications) to ensure sustainability and meeting of regional quality targets (member clinical outcomes and work productivity).
    • Leverages measurement activities, and continuously enhance the display and interpretation of clinical performance data, to inform and support change efforts and optimal clinical management.
    • Awareness of relevant State and Federal regulations and initiatives pertaining to quality and service and incorporates into work as appropriate.
    • In partnership with Vice President of Quality, Care Experience, and Safety, recognizes that many related functions in quality assurance, improvement, and peer review are subject to federal and state law privileges, and are subsequently performed within the parameters of the law. This includes ensuring that process and documents within the department are maintain as privileged and confidential per federal and state law.
    • Selects, coaches, develops with performance management of staff in compliance with requirements of EEO/AA goals and personnel policies of NWP. Ensures that staff continuously focus on identifying and implementing ways to meet/exceed quality and service targets and implement regional initiatives
    • Manages and directs responsibilities for the following areas:
        1. Care Guidelines: includes the identification, development, vetting with department leads, and implementation of guidelines to help ensure the delivery of evidenced based medical care across the region.
        2. Clinical Library: includes the development, implementation, and maintenance of one source location for practicing providers to effectively and efficiently find information to support their evidenced based practice.
        3. Ethics Program: includes the development and implementation of ethical to drive the delivery of ethical care through daily practice as well as developing supportive tools and in-the-moment assistance to providers.
        4. Programmatic oversight for Quality, Population Health & Service: includes the identification of regional quality targets and metrics, the development of tools and interventions to drive towards success, and the operationalizing of these efforts within ambulatory care. Key focus will be on advancing focus on Service and the development of key targets and metrics to measure the positive impact providers have on impacting patient satisfaction and their achievement of optimal health and life satisfaction.

    Minimum Education & Work Experience

    • Master's degree in health care related field or business administration OR a bachelor's degree AND two (2) years of experience in a directly related health field
    • Seven (7) years of experience managing business, healthcare administration, financial analysis, or another related field.
    • Five (5) years of supervisory experience to include but not limited to, corrective actions, training, employee development/assessment.
    • Three (3) years of experience implementing quality/care experience improvement, outcomes evaluation, program development including experience with measuring and displaying data
    • Two (2) years of experience in ambulatory care setting
    • Ability to lead in a culturally diverse environment and promote culturally competent care.
    • Ability to communicate effectively in written and spoken English.
    • Ability to analyze, integrate and use quantitative data informed decisions about quality improvement and collaborating with clinical staff, back office staff, and team to achieve expected outcomes.
    • Ability to attend to details, prioritize and complete multiple tasks independently in a fast-paced environment and following agreed upon timeline.
    • Demonstrated understanding of clinical and operational processes; staff licensure/certification, clinical competency requirements and scope of practice concepts.

    Preferred Education & Qualifications

    • Master’s degree in Business Administration, Health Care Administration, Nursing, or related health field.
    • Ambulatory experience within NW KP Region
    • Leadership role in quality management experience in ambulatory health care setting
    • Ability to lead and implement change management and process improvement activities.
    • Ability to understand and utilize data to improve performance.
    • Ability to apply process improvement and project management principles.
    • Ability to manage performance, coach, and develop staff.
    • Ability to establish partnerships with physician group, organized labor representatives and peers in order to create a culture of commitment to patient focused service, excellent support of physician and nursing practices, innovation, compliance and integrity.
    • Ability to clearly and effectively communicate, verbally and in written format.
    • Ability to effectively network and collaborate with disparate individuals and groups, both within and outside of KP.
    • Visionary, progressive person who has a solid understanding of quality management and improvement, health care industry trends, and the history and potential of Kaiser Permanente

    At Northwest Permanente, P.C., we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Northwest Permanente, P.C. believes that diversity, inclusion, and equity among our employees is critical to our success and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.


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