VP of Service Excellence

　　Rochester, NY (http://maps.google.com/maps?q=259+Monroe+Avenue+Rochester+NY+USA+14607)

　　Job Type

　　Full-time

　　Description

　　Job Posting: Vice President of Service Excellence (VPSE)

　　Position Summary:The Vice President of Service Excellence (VPSE) is a seasoned leader tasked with enhancing service quality, optimizing programs, managing clinical initiatives, leveraging data for decision-making, and boosting client satisfaction while managing costs. This strategic role shapes the organization's vision, ensuring consistent excellence for all stakeholders. The VPSE guides critical decisions, implements strategies, and drives positive outcomes and client experiences. This position requires a strategic thinker experienced in OASAS and OMH services, collaborating to implement value-driven initiatives across programs.

　　Essential Functions:

　　Strategic Leadership & Program Development:

　　Partners with the Chief Program Officer to implement program strategies aligned with organizational goals.

　　Designs and implements program strategies for quality improvements.

　　Collaborates with stakeholders on policy implementations and fosters a culture of improvement.

　　Provides leadership and mentorship to clinical staff, promoting ongoing development.

　　Establishes service excellence objectives, integrating them into the business strategy.

　　Oversees the scaling, integration, quality, and impact of East House's programs.

　　Represents the organization at events, advocacy, stakeholder meetings, and engagements with FLIPA and Omnes.

　　Collaboration & Team Leadership:

　　Guides service excellence strategies aligned with organizational goals.

　　Collaborates across departments for aligned quality initiatives.

　　Oversees program coordination, partnerships, standards, and training.

　　Cultivates a customer-centric culture and mentors teams.

　　Fosters innovation and continuous improvement in high-performing teams.

　　Guides strategic initiatives, fosters teamwork, and identifies/develops leaders.

　　Clinical Quality & Performance Management:

　　Drives value-based care, measures patient outcomes, and guides effective service delivery systems.

　　Leads the Service Excellence Team, driving community initiatives, advocacy, and grant writing.

　　Supports community impact strategies and maintains strong community relationships.

　　Aligns service delivery with value-based principles and coordinates client care for better outcomes.

　　Ensures alignment with organizational values and tracks impact metrics.

　　Establishes evidence-based clinical standards, fosters performance-based management, and promotes continuous improvement.

　　Manages program support, policy drafts, program strategies, and external partnerships.

　　Develops and implements performance indicators for quality assessment and process optimization.

　　Oversees quality improvement processes and fosters a culture of continuous improvement.

　　Identifies and mitigates risks to service quality while collaborating for integrated care.

　　Service Quality & Client Experience:

　　Drives initiatives for enhanced quality and service delivery, ensuring overall client satisfaction.

　　Identifies potential risks to quality and develops proactive measures.

　　Facilitates patient education for proactive healthcare management.

　　Collaborates across teams to align services with client needs.

　　Implements ongoing initiatives for seamless client experiences.

　　Develops protocols for continuous service quality enhancement.

　　Implements initiatives for improved client satisfaction and person-centered service approaches.

　　Leads efforts to enhance satisfaction by refining service quality and feedback handling.

　　Analyzes data and manages Client Satisfaction Survey administration.

　　Grant Writing, Reporting & Management:

　　Collaborates with programs to support agency goals by identifying needs and outcomes.

　　Oversees grant writing process and identifies new funding opportunities.

　　Manages post-award grant functions, ensuring compliance and administering grant accounts.

　　Partners with the Programs, Advancement, IT, and Finance teams for program development and data collection.

　　Electronic Health Record & Data Analytics:

　　Analyzes healthcare data for value-based care improvements and implements tech enhancements.

　　Oversees Electronic Health Record (EHR) and manages the electronic charting program.

　　Utilizes data analytics for informed decision-making and assesses program effectiveness.

　　Designs and implements performance metrics and KPIs.

　　Ensures electronic health records meet programmatic needs and works with vendors for upgrades.

　　Uses data analytics to identify trends, assess program effectiveness, and drive informed decisions.

　　Other:

　　Ensures adherence to regulatory requirements and compliance standards.

　　Performs other duties as assigned by the Chief Ethics, Compliance & Quality Officer.

　　Requirements

　　Desired Qualifications:

　　Master’s degree in Social Work, Public Health, or related field.

　　5-8 years in senior leadership focusing on behavioral support services, quality, and program development.

　　10 years of experience in residential and community-based behavioral health in a non-profit setting.

　　In-depth knowledge of federal, state (OMH, OASAS & DOH), PSYCKES, and grant administration regulatory requirements.

　　Licensed Clinical Social Worker and/or Lean Six Sigma Green Belt strongly preferred.

　　Required Skills/Abilities:

　　Ability to translate strategies into initiatives and drive systems change.

　　Capability of interpreting data, allocating resources, and prioritizing projects within budget.

　　Excellent leadership, communication, and interpersonal skills.

　　Proven ability to lead change, manage a fast-paced environment, and handle competing priorities.

　　Exceptional active listening, persuasion, negotiation, and presentation skills.

　　Competencies:

　　Develops strategies & plans with a solution focus.

　　Achieves goals and embraces learning.

　　Exhibits strategic agility and a drive for results.

　　Leads systems effectively and demonstrates political savvy.

　　Possesses strong business acumen.

　　Encourages teamwork and engagement.

　　Cultivates creativity, innovation, and customer-centricity.

　　Displays emotional intelligence and upholds organizational values.

　　Embraces new challenges with initiative and integrity.

　　Working Conditions:

　　Traditional office environment with occasional pressure due to time demands.

　　Travel within the greater Rochester area with potential for travel outside of Monroe County.

　　Physical Demands/Work Environment:

　　Representative of those that must be met by an employee to perform the essential functions.

　　Reasonable accommodations may be made for individuals with disabilities.

　　Includes sitting, talking, hearing, standing, walking, reaching, using hands for typing, light lifting, and occasional stair-climbing.

　　EEO Statement:East House encourages diversity in the workplace and is an Equal Opportunity Employer. Minority/Female/Sexual Orientation/Gender Identity or Expression/Veteran/Disability

　　Salary Description

　　$90,000-159,201