Senior Program Quality Assurance & Training Manager

OUR MISSION:

Family Reach is a national 501(c)(3) nonprofit dedicated to removing the financial barriers standing between cancer patients and their treatment — such as loss of income, increased out-of-pocket expenses, and socioeconomic factors. When faced with these financial barriers, families have to make impossible decisions like choosing between paying for treatment or basic essentials like housing, food, and transportation. No family should have to choose between their health and their home — and we won’t stop until that’s the reality.

Position Overview:

The Senior Programs Quality Assurance & Training Manager will be responsible for creating and maintaining new and scalable documentation management systems for the Program and Health Equity Department. Additionally, this position will establish a training program that will support the Program Delivery team in quality service delivery to families and health care providers. This candidate will work across multiple teams and departments to fully understand Family Reach’s mission, the patient experience, and user requirements for both documentation and training. This role will focus on creating

Key Responsibilities:

Quality Assurance & Procedure Development

• Develop, deploy, and own a robust documentation management system outlining key partnerships related to service delivery for the Programs & Health Equity teams.
• In collaboration with the Program Development and Program Delivery teams, create and maintain policy and procedures for the delivery of in-kind partnerships.
• Develop, deploy, and maintain effective and efficient policies and procedures, gaining input from the Programs & Health Equity teams.
• Drive the development of new processes, standards, or plans in support of the organization’s strategies for the Programs & Health Equity teams.
• Create and manage a controlled documentation life cycle including but not limited to documentation development, assignment of document categories and inventory, periodic reviews, and change control management on a regular basis.
• Create and build upon internal audit procedures for programs and partnerships and maintain a state of inspection readiness; provide support during internal and external audits.

Training, Documentation, & Maintenance

• Develop and monitor metrics to ensure training compliance for staff.
• Develop and maintain action plans for training improvements.
• Develop and distribute a training curriculum with a strong focus on quality program delivery, policy adherence, and research protocols with input from Directors of Programs & Health Equity.
• Solicit feedback to regularly identify training needs for the Programs & Health Equity teams.

Research Support

• Create and maintain research project(s) policies and procedures with input from the Director of Impact.
• Monitor and document all research steps and ensures delivery compliance for partnerships and programs.

Qualifications

• Strong attention to detail and can remain focused on the bigger picture of processes and improvements
• 3-5 years experience in developing and facilitating training across multiple projects and teams
• Solutions-oriented and able to collaborate across multiple teams
• Comfort in working across multiple projects and making decisions based on Family Reach’s mission
• Passion for Family Reach’s mission
• Ability to proactively identify and creatively solve problems in a fast-paced environment
• Knowledge of Confluence, Slack, and Salesforce is a plus
• Knowledge of trauma-informed approaches is a plus
• Strong organizational skills
• Excellent verbal and written communication skills
• 3-5 years experience in documentation management and quality assurance
• Proven experience working in a remote-first work environment

FAMILY REACH VALUES:

Family Reach is inclusive of all racial, ethnic, and cultural minorities; LGBTQIA+ individuals, individuals with disabilities, individuals that are neurodivergent, and individuals from all educational backgrounds. We encourage multiple perspectives and experiences, support a multicultural environment, and are dedicated to building our leadership and staff to reflect these values and the diverse communities we serve.