Admission and Transfer Center - Quality & Operational Improvement Supervisor (Hybrid)

The Admissions & Transfer Center is hiring for a Quality & Operational Improvement Supervisor. This position leads quality assurance and operational improvement within the Admission and Transfer Center (ATC), supervises assigned staff, and coordinates reporting to support hospital patient access and patient flow. Responsibilities include developing and approving quality assurance program practices, overseeing compliance functions, and leading improvement initiatives related to transfer coordination, bed management, interfacility transportation, telephony systems, and staff documentation accuracy. The position promotes a Just Culture approach that supports fair evaluation of errors, staff learning and accountability, and improvement of systems and processes.
This position coordinates ATC quality and operational reporting, ensuring accurate, consistent, and timely information to support performance monitoring and improvement. In collaboration with ATC leadership and analytics partners, the position identifies reporting needs, interprets trends, and evaluates the impact of operational changes.

This position directly manages and supervises assigned quality assurance, reporting, and analytics staff and performs other duties outlined below and as assigned.
 

Position Responsibilities:

Leadership/Supervision:

• Provide functional and administrative supervision over quality assurance and reporting team members including hiring, scheduling, and assigning work, establishing work priorities, performance evaluations, and disciplinary action.
• Provide ongoing communication with the team to motivate, develop, and guide members to promote strong engagement.       
• Coach and mentor team member(s) to develop staff professional and technical skills and to support succession planning.
• Self-development: Demonstrate a continuous learning approach to work, participate in organizational and departmental meetings, seek and share expertise on best practices, and develop knowledge and skills through collaboration.

Application of Process Improvement, Quality Engineering, and Management Engineering Concepts and Methodologies:

• Assist in facilitating and implementing quality and process improvement initiatives in the ATC. Participate in the monitoring, reporting and improvement activities related to quality and ATC’s Key Performance Indicators in patient access, throughput, and bed placement. 
• Provide subject matter expertise in support of strategic initiatives. To improve operational performance, utilize systematic, data-driven methods to develop, monitor, evaluate, and improve initiatives, programs, services, and relationships.
• Strategically employ lean principles throughout the role to guide optimal practices.

Collect and Analyze Data:

• Develop, maintain, and interpret routine and ad hoc reports and dashboards supporting ATC quality assurance, external and internal transfers, bed management, and interfacility transportation.
• Collaborate with ATC leadership to define key performance indicators, prioritize reporting needs, and establish consistent metric definitions.
• Validate report accuracy and completeness, investigate discrepancies, and maintain documentation of reporting definitions and processes.
• Analyze trends in volume, timeliness, productivity, and quality to identify improvement opportunities and evaluate the results of operational changes.

Quality Assurance and Compliance:

• Promote a Just Culture approach to quality assurance by evaluating errors and trends fairly, identifying contributing system and process factors, and supporting staff learning and accountability. Use findings to guide coaching and process improvement.
• Implement and maintain quality assurance measurements including overseeing call recording solutions and the telephony management system while guiding staff through best practices.

• Develop and perform quality management audits and assure compliance with evidence-based quality assurance practices.

   

Project Management:

• Facilitate multidisciplinary teams to increase quality within the ATC and produce favorable outcomes.
• Execute and serve as project manager for departmental projects using lean tools to evaluate processes or performance improvement projects for optimization.
• Track, monitor, and report project progression to ensure projects are managed through the entire life cycle.

Training/Education:

• Collaboratively provide training programs that ensure an understanding of quality assurance practice across all staff within the department.

• Assist department leadership in developing appropriate ongoing quality monitoring programs.

   

Human Resources Administration:

• Assure staff are compliant with UI policies and procedures. 

• Develop and manage policies and practices that support staff engagement. 

   

• Perform human resource functions for direct reports, including interviewing, selection, training, performance evaluation, salary determination, promotion, and disciplinary action.

Percent of Time: 100%

Schedule: Monday-Friday, day hours with evenings and weekend hours, as necessary.