DEPT OF HEALTH SERVICES

Address:  150 N 18th Ave Phoenix, AZ 85007

Salary: $60,253 

Grade: 21

A Career in Public Service Awaits You, Come Join our Licensing Team!

Your Talent, Our Mission: To promote, protect, and improve the health and wellness of individuals and communities in Arizona.

Why work for ADHS? A great benefit of working for the State of Arizona is a fantastic work/life balance. State employees enjoy challenging work, popular remote work options, comprehensive health and wellness benefits, and career growth opportunities.

The Quality & Operations Manager will be responsible for work of considerable difficulty in planning, coordinating, and conducting management analysis of data and processes associated with the licensing and regulation of residential healthcare facilities through Division and Agency information systems.

In collaboration with Bureau personnel and Division management analysts, you will be required to will coordinate analysis studies; collect and analyze data to inform continuous quality improvement; prepare complex statistical and technical reports; and document standard work.

The Quality & Operations Manager will coordinate quality assurance/process improvement activities with a focus on improving efficiency, customer service, and quality; identify, review, and prepare recommendations for organizational and operational changes relative to management practices; and represent the Bureau Chief at meetings.

Additionally, you will supervise and manage a team of support staff responsible for processing applications, file, and record management, corresponding with customers, issuing licenses to residential healthcare institution providers licensed by the Bureau, and conducting a variety of administrative duties.

You will also assign and review work to ensure compliance with applicable rules, statutes, and policies; develop educational and training materials, and provide/coordinate training for Bureau staff, prospective licensees, and licensees; respond to escalated inquiries and provide technical assistance regarding licensing requirements and the application process directly to prospective licensees, residential health care institution licensees, other state/local government agencies, and members of the public; will assist with support staff responsibilities as needed, and conduct other duties and special projects as assigned.

- Manage and direct subordinate staff (work assignments, setting priorities, hiring, discipline, provide training, approving leave requests, and preparing evaluations). This will include assigning and reviewing work to ensure compliance with applicable state statutes, rules, and agency policies. The position will respond to inquiries and provide guidance consistent with state statutes, rules, and agency policies to licensees, applicants, state/local government agencies, and other members of the public; assist with administrative responsibilities as needed.
- Coordinate quality/process improvement activities with a focus on improving efficiency, customer service, and quality in all Bureau operations; collect and analyze data to inform continuous quality improvement; prepare complex statistical and technical reports; document standard work for the Bureau; identify, review, and prepare recommendations for organizational and operational changes relative to management practices.
- Develop educational/training materials and provide/coordinate training and technical assistance for internal and
external stakeholders

Knowledge of:
- Principles and practices of administrative supervisory and work management techniques, effective communication skills and interpersonal relations
- Current interview methods for hiring staff including behavioral interview techniques
- Health care institution statutes, rules and/or regulations pertaining to the licensing of health care institutions
- Knowledge of application review and licensing and survey process
- Adult learning principles and methods for conveying complex information in an understandable manner
- Enforcement options, and legal requirements related to application processing and taking enforcement action against a facility inspected or surveyed
- Extensive knowledge of quality assessment processes
- Record keeping and the public file maintenance
- Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies
Skills in:
- Interpreting complex statutes, rules, and regulations and apply those statutes, rules, and regulations to real work situations
- Excellent interpersonal skills
- Excellent written communication skills
- Excellent verbal communication skills that lead to understanding of complex statutes, rules, regulations, and other requirements related to the State licensing process
- Verbally communicating statutory, rule and regulation requirements and findings associated with the licensing process
- Data analysis and technical/statistical report writing
- Using Performance Management (PM), Continuous Quality Improvement (CQI), and Lean methodologies to improve efficiency, customer service, and quality
- Personnel management
Ability to:
- Make quality judgments
- Clearly express ideas both verbally and in writing
- Communicate publicly, both internally and externally
- Enforce and apply State statutes, rules, regulations, and policies and procedures applicable to health care institution licensing and/or certification and linked survey processes
- Learn, interpret, and apply the Americans with Disabilities Act as it relates to health care or residential facilities and applicable state and local standards for fire protection, sanitation, zoning, occupancy standards and building codes as they apply to residential facilities.
- Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination

Bachelor's in public health or related field with 3 years work experience in information technology, and or coordinating a public health program, to include 1 year experience in a supervisory role. Preference will be given to candidates with Lean Six Sigma experience and or knowledge of records retention and maintenance. Master's degree in a related field will substitute for 1 year of experience.

Employees who drive on state business require possession of and the ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license checks, must maintain acceptable driving records, and must complete any driver training (See Arizona Administrative Code R2-10-207.11).

The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− 10 paid holidays per year
− Wellness program and plans: Health Impact Program (HIP) where you can earn up to $200 annually by participating in our award-winning program of free preventative health screenings (mini-health, mammography, prostate), immunizations, lifestyle/mindfulness classes and physical activities) and Employee Assistance Program (EAP) Counseling sessions - 12 free per year per issue for each employee and each covered dependent. Available 24/7 for support, resources and information on work/life solutions, dependent/elder care, college planning, wills, legal guidance, financial resources, funeral planning and more)
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Award winning Infant at Work program
− Credit union membership
− Transit subsidy
− ADHS Student Assistance Pilot Program

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will contribute to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27-week wait period for contributions to begin.

Arizona State Government is an EOE/ADA Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.