Director, Laboratory Quality, Compliance & Business Operations Support

In collaboration with the Senior Administrator , serves as the laboratory quality, compliance, and administrative leader responsible for developing, implementing, leading and evaluating all aspects of laboratory quality, compliance and business strategy and fiscal and information systems operations. Leads through department managers, working closely with providers, supervisors, medical office/hospital leaders, and senior leaders to assure the implementation of regionally consistent practices, processes, and protocols to achieve excellence in quality of care, service, access, resource utilization, employee/physician satisfaction and workplace safety. Ensures alignment of lab goals with the organizations strategic initiatives and business plans. The Director reports to the Senior Administrator and is distinguished by responsibility for regional operations and has supervisory responsibility with both direct and indirect reports through subordinate managers and is responsible for overall laboratory fiscal, quality, and compliance operations.

• Accountable for role modeling principles defined by the Care Experience Standards, the KP Mission and any specific department/organizational initiatives.


• Ensures operational and performance standards are met for assigned teams. Plans, develops, implements, and evaluates department strategies, programs, and policies in partnership with senior leadership by implementing short- and long-range department goals, programs, and policies; supporting business initiatives and strategies; ensuring consistent program interpretation and application; establishing and sustaining strategic relationships with key stakeholders; ensuring service level agreements are met; and analyzing and reporting on successes against metrics.


• Provides leadership through direct and indirect reports to assure member focused high quality, accessible, cost effective care, including interviews, selection, orientation, scheduling, evaluation, coaching, rewards/recognition, discipline, and staff accountabilities. Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; training and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; executing performance management guidelines and expectations; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.


• Responsible for quality compliance and business support operations to achieve business and organizational strategic objectives. Develops and implements business plans into tactical action items; ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly


• Serves as the laboratory business leader, evaluating performance of each laboratory department with operational and financial metrics, ensuring spending within the budget allocation. Partners closely with regional and national finance leaders as required.  Leads the preparation of forecasting, operating and capital budgets. Facilitates capital equipment and project planning activities with quality and cost considerations fully reviewed for new technologies, expansion of services, and internalization plans. Develops national and regional business cases and Coordinates case development with regional finance, laboratory operations leaders, and senior leadership.  Acts as key contact for laboratory reporting needs in coordination with Finance, regional and national data reporting groups, and IT partners.


• Initiates and leads community relations activities to enhance the image and reputation of the organization in local customer service areas; may serve as operational lead and/or representative on various national, regional and local committees and attend events as appropriate.


• Responsible for accurate laboratory charge capture and coordination with regional Revenue Cycle partners and leaders.


• Initiates and coordinates oversight of laboratory external contracts for referral labs, laboratory partner agreements, equipment and supply contracts, and other business agreements in partnership with regional and national contacts.


• Develops, implements, and directs programs focused on continuous quality improvement and compliant processes in the delivery and utilization of laboratory services ensuring regulatory requirements are met. To ensure that all NW Division laboratories and Point-of-Care Testing sites are appropriately licensed to perform laboratory testing. Supports integrate quality management program objectives and organizational goals into the delivery of laboratory services. Facilitate laboratory licensing applications and supports laboratory medical and technical directors in quality and regulatory compliance. Act as a resource in providing interpretation of CAP (College of American Pathologists) and State regulations in the delivery of laboratory services and ensure regulatory inspection readiness system wide. Establishes working relationships with regulatory and accreditation agencies. Provide oversight and direction and act as a resource for laboratory compliance concerns in collaboration with regional and national compliance departments to ensure all laboratory processes meet compliance requirements as set by OIG. Serve as leader for Laboratory Compliance Committee. Facilitate technical oversight related to compliant practices set forth by Federal, State and Local regulations in collaboration with NW Permanente and NW Laboratory Operations.


• Direct Quality System processes, providing oversight for Quality document system policies and procedures. Provide oversight and direction for all activities and functions related to document management and control processes. Facilitate improvement processes related to control of non-conformities and preventative actions utilizing project teams to determine root cause and necessary improvements to systems to ensure quality and compliance. Review and update Quality Manual and related quality documents as changes are required ensuring Laboratorys adherence to compliance requirements as set forth by federal, state and local requirements.


• Plan, integrate, and direct laboratory training and competency programs to meet CLIA and CAP requirements. Develop and implement systems to support the training of all laboratory staff including new hires and transfers. Work in partnership with laboratory managers and supervisors to assure training is appropriate and complete for all staff. Act as a resource in the coordination of programs that assure competency of all laboratory staff and assure remediation of staff as necessary.


• Direct oversight of technical student programs within KP Laboratory System. Establish contacts and effective working relationships with educational programs that interface with KPNW laboratories. Ensure compliance with Human Resources requirements and Laboratory regulations in administration of student training programs. Coordinate student practicum training needs with operational leaders to ensure appropriate oversight and minimal disruption to operation and business needs.


• Provides leadership in promoting a culture of continuous quality improvement and compliance adherence. Facilitate activities related to CQI quality plans and report to Quality Management Review Committee ensuring consistent monitoring of quality processes. Act as a liaison to Regional Quality Management, Regional Compliance and Risk Management departments communicating information to Laboratory stakeholders. Serve on regional committees and project teams.