Contact Center Quality Analyst jobs in Wilkes Barre, PA

St. Joseph's Center, a provider of compassionate care and support to individuals with intellectual disabilities, is looking for a leader who is passionate about quality care to fill the role of Director of Quality and Incident Management. This role will plan, develop and direct a program to manage all aspects of quality management including risk mitigation and process improvement. We are looking for a dynamic and enthusiastic leader who can inspire a culture of excellence in care and support to those who need it most.

The Director of Quality and Incident Management is a full-time senior level management position based at St. Joseph's Center administrative headquarters in Scranton, PA.  This is a salaried position with healthcare benefits, paid time off, retirement plan, and other additional benefits. 

Why You'll Love St. Joseph's Center 

You will get to work in a collaborative, supportive work environment within a non-profit mission driven organization. You will be part of a team that strives to make meaningful impact on the lives of individuals with intellectual disabilities while improving the quality of life for the community in which we live and work.  St. Joseph's Center has over 130 years of experience in caring for people with disabilities and we are on a mission to provide the highest standard of care and support.

What You Get  

• Heath
• Medical, Dental, and Vision Insurance
• Access to 24 hour No Cost Telehealth (SwiftMD) for employee and dependents
• Company paid Short Term Disability and Life Insurance
• Healthcare Flexible Spending Account

• Work / Life Balance
• Paid time off
• Paid holidays

• Growth and Support
• 401-K with company contribution and match
• Employee referral bonus
• Tuition Reimburse
• Employee Assistance Program: Counseling services, Legal and Financial services, Child/Elder care resources, and more
• Discount Programs with national and local companies
• Paid training

What You'll Do 

• Manage and implement quality assurance and compliance programs and initiatives
• Work in conjunction with Program Directors in setting quality measures for service areas, establishing goals and managing implementation of quality management process
• Ensures compliance with Incident Management by assigning Certified Investigators, providing technical assistance throughout process, generating reports and developing proactive process improvement strategies
• Conduct mock surveys and environmental rounds
• Educate, train, and mentor a dedicated team of nurses and other health professionals
• Oversee compliance with regulatory standards and incident management
• Ensure adherence to best practices and drive continuous improvement
• Coordinates frequent Program Evaluation

What’s Required of You 

• Previous quality management experience with a passion for upholding high-quality standards.
• Innovative problem solving, leadership, and communication skills
• Ability to earn and maintain certifications as ODP Certified Investigator and ODP Quality Management
• Knowledge and experience in intellectual and developmental disability care
• Valid PA Driver’s License
• Ability to work harmoniously with other employees and various constituents
• Commitment to continuous learning

If you are ready to be part of a team that values empathy, respect, and the well-being of every individual then partner with us today!

Non-Discrimination Policy

St. Joseph’s Center is an equal opportunity employer and provider of services and referrals to clients without regard to race, color, religious creed, disability, ancestry, national origin, age, gender, sexual orientation or limited English proficiency