Medicaid Enterprise System Quality Manager

Clipped from:

This is a 100% Remote Project.

NCDHHS 675742: NC Department of Health and Human Services (DHHS) Information Technology Division (ITD) seeks an IT Quality Manager for the Medicaid Enterprise System (MES) Portfolio. This role is 100% remote.

This is a management position and will serve a part of the core leadership team. Staff supervision is an integral component of the role. This role is 100% remote and candidates across the US are encouraged to apply.

The primary purpose of the Quality Manager (QA Manager) is to coordinate and oversee all program quality functions and oversee all NC Medicaid program reviews. The QA Manager is responsible for assuring program quality standards are developed and implemented and standards are evaluated fairly and consistently. This position verifies all program review deliverables are provided by the timeframes requested and follows up to provide additional information as requested by program reviewers. The Quality Manager is also responsible for working with program staff and management to ensure that all aspects of quality assurance deliverables adhere to and are aligned with state and federal program expectations.

The Quality Manager will be responsible for ensuring that this large, complex program of up to fifteen (15) projects is operating optimally and producing high quality outcomes and deliverables on all levels. This means that the Quality Manager will need to establish systems to monitor and report program performance on both the project and program levels. In order to do so, this role will oversee a team Quality Leads that also drive the development of the program processes, partnering with process owners and other key stakeholders. The Quality Leads will also report on the fifteen different projects in a Quality Dashboard that the Quality Manager will develop.

The Quality Manager is also responsible for supporting development of a Program Maturity Roadmap that incorporates Continual Improvement concepts, which will also incorporate Agile Transformation leveraging the Scaled Agile Framework (SAFe) methodology, and Scrum as relevant.

The Quality Manager will be responsible to stand up processes to gather PMO quality metrics that measure quality of PMI and Agile deliverables, process adherence, and templates – and then report them in a Tableau dashboard.

The Quality Manager will set up systems to evaluate program artifacts and adherence to processes. This will include providing direction and guidance to the Quality Leads on how to most effectively evaluate and report on project and program level quality.

The Quality Manager will be an expert in Visio or other process documentation software, and will have excellent facilitation skills. The Quality Manager will also have expert knowledge of PMI processes, methodology, and best practices, as well as Agile (Scrum and SAFe are ideal) methodology. The Quality Manager will also ideally be familiar with ITIL and minimally have ITIL Foundations certification. Six Sigma certification is also considered a strong asset.

The Quality Manager will ideally have extensive experience in both traditional ‘waterfall’ project management and agile project management. Experience in IT and healthcare project management is strongly desired. This role is expected to be a Subject Matter Expert in program and project organization, and can work independently in mocking up process designs based on best practices combined with program institutional knowledge. Experience in vendor management and outsourcing environments is also an asset, as this program will be establishing processes to manage a complex IT outsourced environment with many vendors, which is a substantial change for the organization. Therefore, Organizational Change Management (OCM) experience is also strongly preferred as the program matures and grows. The ideal candidate also is an expert in crafting high quality project and program documentation based on their expert knowledge of PMI and project management processes.

QA / Program Review Management

o Creating, updating and maintaining quality performance reporting and communicate performance trends to program management.

o Identifying trends and overseeing projects to lead continuous improvement and problem-solving efforts to improve quality

o Aggregating and analyzing quality data and recommending methods for improving product and service quality, design and/or business processes.

o Monitoring, identifying, and analyzing performance metrics in order to provide constructive feedback, maintain high-service levels, and increase production system efficiency.

o Coordinating with NC Medicaid PMO and NC Medicaid O&M to ensure all program review findings are identified, tracked. Ensuring a mitigation plan is in place with defined dates for resolution.

o Reviewing product history and lessons learned from design validation sources, current production quality, and warranty data to identify and drive preventive measures to ensure optimal quality of each project as it is implemented.

o Acting as liaison to federal program reviewers and State and DHHS Project Monitoring Oversight teams.

o Following up with management on all exceptions and corrective actions pertaining to quality reviews by staff.

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o Assisting in determining the State’s future goals for MITA (technology framework and business processes) by leading meetings with internal stakeholders and vendors to map the State’s Replacement MMIS processes to the “To-Be” MITA 3.0 maturity levels.

o Monitoring the CMS Information Technology Systems certification exercise which is heavily reliant on MITA compliance for the technical architecture for deployed IT systems.

o Conducting gap analyses of the As-Is operations and To-Be environments to identify appropriate actions needed to reach target program maturity levels

o Documenting the program maturity roadmap which maps over time the program’s actions to reach target program maturity levels.

o Perform crosswalks to evaluate the State Business Process Model’s (BPM) alignment with or deviation from the CMS-defined MITA BPM.

o Ensure the utilization of industry best practices for compliance with CMS and State-defined performance standards.

o Additionally, this resource may interface with Division Leadership and other DHHS Subject Matter Experts (SME) as required to complete the work.


  • Communicating effectively with internal and external clients.
  • Providing timely communication to project team management on any potential issues.
  • Communicating and consulting within Division, project stakeholders and within technical community.
  • Meeting monthly with NC Medicaid PMO and NC Medicaid O&M to review risks and mitigation plans.
  • Working with leadership to assure that the program is operating in accordance with contract expectations and providing reports and recommendations for sustained or improved quality management.
  • Communicating clearly goals, processes, and procedures to representatives with varied skill sets (business staff, technicians, managers, etc.).
  • Using outstanding written communication skills.

Supervision, Organizing and Directing Work:

  • Providing direction on work activities in accordance with organization goals; monitoring the work of team members to ensure timely, cost-effective completion of work.
  • Identifying required skill sets by role and development of a skills list for the team. Creating and maintaining a resource plan document that forecasts and plans resource needs for the team and communicating the resource plan to management.
  • Providing the team with constructive feedback as it pertains to performance; developing and fostering an effective team; and encouraging leadership and professional growth in team members as appropriate.
  • Developing and maintaining a productive working relationship with external entities, project sponsors, vendors, and other staff.
  • Supervising and evaluating subordinate staff; motivating team members and facilitating team meetings, identifying and analyzing problems, plans, tasks, and solutions; monitoring team budget (if applicable) and ensuring proper use of assets.

Technical Leadership

  • Provide leadership in development of IT project related documentation including RFP, RFI, RFQ, etc.
  • Supports the CMS Information Technology Systems certification exercise which is heavily reliant on MITA compliance for the technical architecture for deployed IT systems.
  • Conducts gap analyses to identify appropriate actions needed to reach target maturity levels.
  • Articulates requirements, makes recommendations for process and business flows, develops consensus on requirements, and documents requirements via approved process and templates
  • Work with DHHS leadership to develop and analyze proposals for IT project initiatives and make recommendations regarding business solutions and alternatives.
  • Exhibits working knowledge of hardware, software, application, and systems engineering.
  • Plans for and executes projects for federal and state compliance.
  • Participates in pricing and technical reviews of proposals, bids, contracts, etc.
  • Reviews and provides recommendations on IT expenditures.
  • Developing project issue and risk memos as needed
  • Knowledge of IT governance and operations.
  • Knowledge of financial modeling as it pertains to IT investment

Professional Development

  • Participate in selection, management, guidance, and training of project staff for assigned initiatives
  • Demonstrated experience in utilizing tactical thinking/decision making skills as well as strategic thinking
  • Mentoring and developing project team members.
  • Demonstrated experience of continuing education training and activity development

This is a management position and will serve a part of the core leadership team. Staff supervision is an integral component of the role.