Summary

Working at HMS, a Gainwell Company, you will be part of an innovative product company with a mission to serve the healthcare needs of our communities.  As a Program Quality Manager, you are a highly motivated and experienced leader with a strong program quality background.  You are responsible for supporting and executing quality business strategy and working side-by-side with account partners and clients to ensure SLAs, goals, and objectives are achieved. You will optimize processes and maintain the highest quality standards.Your work directly supports the Account Delivery Manager [ADM], Regional Leader, and internal business partners in achieving or exceeding contractual obligations and company goals and objectives.

Your role in our mission

HMS empowers you through innovative technologies and solutions to deliver better health and human services outcomes.  When joining HMS, you will be accountable for:

• Principle manager for setting strategy and vision for the contract’s QM activities including Quality Assurance, Quality Control and reporting.
• Responsible for all communication and coordination across all business services across the Service Vendor’s operations, as well as communication with the state and its independent QM contractor for all matters pertaining to quality service delivery.
• Plays a critical role in providing data, system and operational procedures, operational manuals and any other access to the State and its independent QM contractor during independent audits.
• Responsible for facilitating transparency into all aspects of the Service Vendor’s operations and performance.
• Will perform and report on monthly quality checks to ensure service levels are met.
• Lead quality assurance and compliance operations, including audits, risk mitigation, and process improvements through structured activities like quality gates and lessons learned.
• Collaborate with account leaders and teams to enhance service delivery, meet SLAs, and drive operational efficiency using standard procedures and proactive relationship management.

What we're looking for

• Minimum of five (5) years of experience with implementation and management of quality assurance to include monitoring contract performance and maintaining or improving service quality.
• Minimum of five (5) years of experience in managerial skills, along with training and coaching skills to motivate employees.
• Minimum of three (3) years of experience managing and reporting on performance and KPI metrics.
• Demonstrated excellence in strategic execution and process improvement, with a proven ability to implement operating policies and enhance work processes across operations.
• Highly effective communicator and collaborator, known for strong interpersonal skills, attention to detail, and the ability to manage multiple priorities while consistently delivering results.
• Desirable – Familiarity or experience with automating quality processes.

What you should expect in this role

• Autonomy, authority, and accountability to shape employee and customer experiences.
• Preference of AK domiciled hybrid work schedule; if remote, expectation to travel to AK once a month for up to a one-week period each time.
• Opportunities to travel through your work up to 10% of the time.

What sets you apart in this role

• Quality assurance certifications (e.g., Six Sigma, COPC).
• Demonstrated ability to thrive in Autonomy in a fast-paced and dynamic environment.

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