Quality Program Specialist

Quality Program Specialist

The Quality Program Specialist supports high-quality performance between TeleSpecialists and its hospital partners for Tele-Neurology services, including Stroke Alert protocols and inpatient neurological care. This role champions continuous improvement and error reduction initiatives through data-driven analysis, quality improvement tools, and strong client collaboration. Reporting to Quality leadership, the Quality Program Specialist supports service implementation from go-live through contract renewal, strengthens customer relationships, and contributes to improved patient outcomes, customer satisfaction, contract retention, and overall organizational performance.

Essential Duties and Responsibilities:

• Supports customer implementation activities, including value stream mapping and go-live execution
• Manages ongoing customer performance improvement relationships
• Serves as a liaison between TeleSpecialists virtual neurology providers, client physicians, and medical staff offices
• Provides program management support for internal and external quality-related initiatives
• Ensures processes align with ISO, DNV, and The Joint Commission standards
• Serves as the primary quality control resource for issue identification, resolution, and continuous improvement between TeleSpecialists and client sites
• Implements and documents procedures related to process control, quality review, and process improvement
• Establishes and monitors performance metrics to assess system effectiveness and support customer decision-making
• Performs root-cause analysis and problem-solving activities to identify corrective actions and improvement opportunities
• Collaborates in the collection and analysis of data to identify trends impacting service quality
• Interacts with customers to gather feedback and identify opportunities to improve quality and service delivery
• Reports quality issues, trends, barriers, and losses to Quality leadership
• Participates in internal and external quality audits as requested
• Supports education and training initiatives for client hospitals to drive continuous improvement in patient-focused processes
• Completes patient call-backs related to modified Rankin Scale outcomes and patient satisfaction
• Promotes a strong customer-focused mindset across the organization and ensures corrective actions are implemented effectively

Qualifications:

• Minimum of five years of clinical experience in stroke care, emergency department, critical care, or stroke coordination
• Strong critical thinking, analytical, and problem-solving skills
• Demonstrated experience using quality improvement tools such as PDCA, Pareto analysis, fishbone diagrams, and basic statistics
• Excellent written and verbal communication skills at both conceptual and tactical levels
• Ability to prioritize and manage multiple time-sensitive activities across internal and external stakeholders
• Strong organizational skills, including independent calendar management
• Proven ability to create clear technical documentation, job instructions, and clinical protocols
• High emotional intelligence with the ability to work effectively with a diverse and challenging client base
• Effective facilitation and conflict resolution skills for both in-person and remote collaboration
• Willingness to proactively seek and provide feedback and coaching

Knowledge, Skills, and Abilities:

• Clinical knowledge of stroke care, emergency department, and critical care environments
• Knowledge of quality management systems and accreditation standards (ISO, DNV, The Joint Commission)
• Proficiency with quality improvement tools, including PDCA, Pareto analysis, fishbone diagrams, and root cause analysis
• Strong critical thinking and data-driven analytical skills
• Effective written and verbal communication skills at both conceptual and tactical levels
• Ability to perform process mapping, troubleshooting, and clinical performance improvement
• Strong organizational and time management skills to prioritize multiple time-sensitive activities
• Technical writing skills to develop clinical protocols and job instructions
• Ability to facilitate discussions, manage conflict, and work across co-located and remote teams
• Emotional resiliency and ability to work effectively with a diverse and challenging client base

Travel Requirements (if applicable): Up to 30%

Other Duties: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties, responsibilities, and activities may change or be assigned at any time based on business needs.

Physical Requirements:

• Must be able to remain in a stationary position (sitting or standing) for prolonged periods, often up to 75% of the workday.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, or shared workspaces.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and printer.
• Must be able to exchange accurate information with clients and co-workers in person, over the phone, and via digital platforms.
• Occasionally moves or transports office supplies, files, or equipment weighing up to 25 pounds.
• Occasionally positions self to maintain files in cabinets or access equipment stored in low or high areas.
• Requires close visual acuity to perform activities such as preparing and analyzing data, transcribing, and viewing a computer monitor for extended periods.

Equal Employment Opportunity & ADA Statement

The Company is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. The Company will provide reasonable accommodations for qualified individuals with disabilities in accordance with applicable laws.