Quality & Compliance Leader for IL

Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 49,000 compassionate caregivers across 12 states. We’re focused on serving people and the communities we are part of.

Job Summary:

The Quality & Compliance Leader will report to the Market Leader and is responsible for maintaining regulatory compliance, promoting high-quality client experience, ensuring survey readiness, and driving quality improvement efforts for Help at Home’s homecare and home health business. This position will ensure the market maintains compliance with applicable laws, regulations, and company policies.

The Quality & Compliance Leader will collaborate with Quality, Compliance, Human Resources, and branch/market staff to define, measure, analyze and improve processes and procedures to ensure best practices for all levels of home care, home health, and other lines of service within the assigned geography. This role acts as a key resource to deliver high-quality services to clients/patients and is responsible for driving the compliance and quality key performance indicators to achieve goals and objectives. Travel requirements monthly and quarterly within the state of IL. This person does need to live in IL or willing to relocate. 

As a People Leader:

• You lead with empathy, vulnerability, and honesty.
• Must have a love of learning.
• Endless curiosity and an enthusiasm for continuous improvement
• Team-first mindset
• Empower and inspire full time associates through coaching.
• Hold others to high standard.
• Knows how and when to celebrate success.

• Promote “Category of One” Client Experience
  • Review and take action on NPS-Customer Satisfaction data in collaboration with area leaders.
  • Drive promotion of Quality-of-Life measures.
  • Drive adoption and promotion of Client Experience initiatives and processes.

• Ensure delivery of High-Quality client care
  • Act as a key resource to deliver high-quality services to clients.
  • Participates as a key stakeholder and main driver of Quality Improvement activities.

• Ensure Survey Readiness at all times for branches located in assigned geography
  • Internal Survey Readiness Activities
    • Take action with branches to promote survey readiness.
    • Collaborate with Quality, Compliance, Human Resources, and branch/market staff to define, measure, analyze and improve processes and procedures to ensure best practices for all levels of home care, home health, and other lines of service within the assigned geography.

• • • Keeps abreast of relevant trends, rules, and regulations in the industry, and makes recommendations to management for changes and improvements to enhance services or efficiency.
    • Participates and remains knowledgeable of regulatory and current/future accreditation standards that may be required by the organization (i.e. JCAHO, others).

• External Audit Activities/Compliance
  • • Ensure external audit information is shared internally with all appropriate parties timely after it is received and logged in all appropriate systems.
    • Ensure branches maintain compliance with applicable regulations.
    • In collaboration with FSC Compliance team drafts state-specific corrective actions for external audits and ensures timely submission of the same.
    • Communicates with state regulators regarding external audits.
    • Develops, evaluates, and monitors implementation of the Agency’s continuous QAPI per office location as a standalone.
    • Develops and prepares reports on the results of clinical record audits, customer satisfaction surveys, and the continuous QAPI plan.
• Participates and remains knowledgeable of regulatory and current/future accreditation standards that may be required by the organization (i.e. JCAHO, others).
• Develops, evaluates, and monitors implementation of the Agency’s continuous QAPI per office location as a standalone. 
• Promotes compliance and works with corporate leadership throughout the organization to strategically improve and integrate regulatory compliance into processes, systems, and employee awareness.
• Oversees the development of audit, monitoring, and assessment tools and evaluation processes. 
• Audits client and employee records to ensure compliance with programmatic and State requirements. 
• Ongoing collaboration with OPs leaders as well as Corporate Support Staff/Quality and Compliance.

• Promote and track Incident Capture and Response
  • Monitors reports to ensure client care is administered efficiently and professionally by all team members, and that associated issues are escalated to the attention of senior management.
  • Collects and assesses data and information related to service delivery needs, failures, and other risk areas, including identification of trends, issues, and supporting data to determine a comprehensive program for our patients/clients including process improvement, clinical experiences, and learning technologies.
• Promote and manage all programs to improve the quality and compliance of the organization
• Promote Health & Well-Being activities
  • Vaccine promotion-Flu and COVID.
  • Infection Control-Handwashing activities.
• Collaborate with M&A team to conduct diligence audits
  • Create and utilize checklist to sure audit activities are completed for potential acquisitions.
• Participates as a key stakeholder and main driver of Quality Improvement activities.
• Collaborates with Quality, Compliance, and Operations in the development, evaluation, and implementation of policies and procedures
  • Ensures that the Company has the policies and practices to comply with all requirements of Federal and State regulations for home health care agencies and services.
    • Research, drafts, and recommends policies that are required by industry regulations.
    • Develops and implements procedures to ensure that compliance is achieved.
    • Monitors activities required for Medicare and Medicaid contract compliance, as well as with the state oversight agency.
    • Supports staff development around regulatory compliance.
• Communicates regularly with Market Leader, providing status and activity reports as agreed, and participates in leadership meetings, agency sponsored in-services, and team meetings as directed.
• Monitors the state training programs for employees to ensure completion of the mandatory in-service training related to the following topics and in response as required to implement correction actions.
• Assesses plans, develops, implements, and evaluates ongoing quality service delivery needs and professional development needs of the market and patient/client-facing staff.
• Recommends programs, solutions, training, and coaching respectively through trends, dashboards, and metrics working with other cross-functional stakeholders and workgroups.
• Responsible for key performance indicators to show how the processes are improving in their assigned markets.
• Collaborates with HR partners to ensure that educational content is delivered as directed.

• Excellent interpersonal, written, and verbal communication skills.
• Strong analytical and problem-solving skills to assess situations and make accurate observations in the workplace.
• Advanced knowledge of Microsoft Office Suite and aptitude to learn new applications.
• Works accurately, efficiently, and independently.
• Flexibility and ability to prioritize work with minimal supervision in a fast-paced, high productive environment.
• Ability to maneuver multiple databases in the collection and submission of information.

Education and Experience:

• Bachelor’s degree required in Human Services or related Healthcare field; five (5) years of experience may be used to fulfill this education requirement in place of a degree, along with a High School Diploma or GED.
• Minimum of five (5) years of healthcare experience: strong preference in home health/home care setting.
• Minimum of three (3) years of quality and compliance experience.
• Minimum of three (3) years of process improvement experience.
• Achieve required certifications as determined by Help at Home.
• Multi market or multi-site leadership experience (preferred).