Accountabilities
1. Set and govern clinical assurance frameworks for the benefit area; ensure adherence to policies, governance standards, and regulatory/contract requirements.
2. Lead the quality function end-to-end: scheduling, oversight, calibration, acceptance/challenge/escalation, and reporting of themes and trends for continuous improvement.
3. Provide clinical leadership for coaching: define priorities, ensure consistency across Clinical Support Coaches, and calibrate standards for new entrant and experienced HPs.
4. Use MI, quality outcomes, and qualitative insights to identify systemic risks; sponsor targeted interventions and track impact on quality, consistency, and customer outcomes.
5. Line manage Clinical Delivery/SB Leads and Clinical Content Developers, to enhance capability, coach leaders, and ensure operating rhythm, decision rights, and escalation discipline.
6. Chair/attend key governance forums; act as senio...