SHARED SERVICES PERFORMANCE & INTEGRITY SPECIALISTSUMMARY: The Shared Services Performance & Integrity Specialist leads operational integrity reviews, performance monitoring, investigations, corrective action planning, and continuous improvement across Shared Services. The role evaluates processes, systems, performance outcomes, and resources to identify risks, inefficiencies, and opportunities for improvement.
Serving as a key partner to the VP, Shared Services, this position conducts reviews and root-cause analyses, develops corrective action recommendations, and monitors outcomes to strengthen operational consistency, data integrity, controls, and service delivery. The role collaborates across Shared Services, operations, reporting, and technology teams to drive sustainable performance aligned with BoldAge PACE's mission and Core Values.
ESSENTIAL DUTIES AND RESPONSIBILITIES:Operational Integrity, Performance & Analysis
- Conduct recurring reviews of Shared Services operations, workflows, systems, resources, KPIs, SLAs, productivity, quality, and service outcomes.
- Identify and investigate operational risks, discrepancies, workflow breakdowns, performance variances, and emerging trends.
- Perform root-cause and impact analyses to determine underlying causes, organizational risks, and improvement opportunities.
- Analyze operational data and trends, document findings and recommendations, and escalate significant concerns to the VP, Shared Services.
Corrective Action & Continuous Improvement
- Develop, coordinate, and monitor corrective action plans to address operational issues and performance gaps.
- Partner with stakeholders to resolve identified issues, validate completion, measure effectiveness, and reduce recurrence.
- Recommend and support process improvements that strengthen efficiency, quality, consistency, compliance, and service delivery.
- Support standardization and sustainable operational controls across Shared Services functions.
Documentation, Reporting & Education
- Develop performance reports, scorecards, tracking tools, SOPs, workflows, job aids, process guides, and other operational resources.
- Maintain accurate documentation of reviews, findings, corrective actions, and improvement initiatives.
- Partner with operational, reporting, technology, and training resources to support performance measurement and implementation of process changes.
- Develop and deliver education or training to reinforce approved processes, operational standards, and best practices.
Collaboration & Operational Support
- Build collaborative relationships across operational, clinical, administrative, and support functions.
- Serve as a resource for operational problem-solving, performance improvement, and Shared Services initiatives.
- Participate in meetings, workgroups, quality and compliance initiatives, and special projects as assigned.
- Maintain confidentiality of participant, employee, and organizational information and perform other duties as assigned
EDUCATION AND EXPERIENCE:- Bachelor's degree required.
- Master's Degree in Healthcare Administration, Business Administration, Public Health, Operations Management, Healthcare Operations, or related field preferred.
- Minimum five (8) years of progressive healthcare operations, business operations, process improvement, quality, performance improvement, revenue cycle, utilization management, scheduling, medical records, operational support, or related experience required.
- Experience conducting investigations, operational reviews, audits, quality reviews, workflow assessments, or process improvement initiatives required.
- Experience developing corrective action recommendations and supporting implementation efforts preferred.
- Experience in creating SOPs, workflows, job aids, training materials, or operational documentation preferred.
- Experience monitoring KPIs, SLAs, dashboards, scorecards, or operational performance measures preferred.
- Experience working in PACE, managed care, value-based care, ambulatory care, hospital operations, population health, revenue cycle, or related healthcare environments preferred.
- Experience with Lean, Six Sigma, Project Management, Operational Excellence, Continuous Improvement methodologies, or related disciplines is beneficial but not required.
