Quality Assurance (QA) Manager - Medical Telehealth Support

Leidos Health & Civil Sector is seeking a highly motivated and experienced Quality Assurance (QA) Manager to join our team. This position supports a government contract supporting military members and their families by providing nurse triage services, self-care advice, and general health inquiries 24 hours a day, 7 days a week. The contract provides customer service and care coordination services to include provider locator support, specified Military Medical Treatment Facility (MTF) appointing services, Active Duty Service Member urgent care referral submissions, and customized MTF transfers to support the MTF’s capability. 

This job posting is in anticipation of future work.

Primary Job Responsibilities:

• Develops quality assurance programs ensuring that data, metrics, and reports gathered, managed, and reported are within contract standards and ensures compliance with credentialing and training of all personnel. Ensures accreditation standards are met when indicated.

• Serves as a member of the leadership project management team ensuring service delivery and contract deliverable execution. 

• Creates and updates the Quality Management Plan (QMP). 

• Assesses performance and reports progress against metrics and Service Level Agreements (SLAs).

• Develops Performance Quality Improvement (PQI) standards.

• Reviews incidents, accidents, grievances, identifies patterns, trends and recommends areas for improvement.

• Reviews case records to evaluate the presence, clarity, quality, and continuity of required documents.

• Ensures mandates, laws and policies are followed.

• Supervises quality and reporting staff.   

• Designs, implements, and monitors quality operations and compliance.

• Responsible for performance measurements and analytics, customer reporting, policies and procedures, quality of all services and service delivery tracking, coordination of satisfaction surveys, performance guarantee tracking, integration of quality improvement processes and compliance oversight.

Required Education and Experience:

• Bachelor’s degree in healthcare management, business administration, communication, IT, social science, or a related field.

• Minimum of 3 years of experience managing a QA program.

• Experience managing a program size of $250M+ and 330+ FTE.

• Clinical background required.

• Experience in QA within healthcare or telehealth settings.

• Knowledge of quality metrics, auditing processes, and performance improvement methodologies.

• Ability to develop and implement QA protocols and conduct regular reviews.

• Demonstrated success in applying interpersonal, analytical, organizational, and communications skills in managing a quality assurance program.

• Demonstrate knowledge of QA best practices.

• Must be a U.S. citizen and speak fluent English.

• Ability to pass a criminal history, fingerprint background checks, and credential review/verification.

• This position is a remote position and requires a quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home. Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Preferred Qualifications:

• Direct military affiliation or military spouse

• Certified Professional in Healthcare Quality (CPHQ)

• Certified Manager of Quality/Organizational

• Certified Quality Auditor (CQA)

• ISO 9001 Lead Auditor

• Certified in Healthcare Compliance (CHC)

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.