Population Health & Quality Manager

JOB DESCRIPTION

Population Health & Quality Manager

Reporting To: Bermuda Country Manager

Location: Bermuda

Position Summary

The Population Health & Quality Manager is a senior member of the NMAC Management Team responsible for leading NMAC's population health, patient activation, health informatics, patient safety, quality and compliance functions. The position converts clinical and operational data into measurable action by identifying patients requiring services, proactively engaging patients, closing care gaps, increasing appropriate utilization, improving patient retention and providing reliable management intelligence. The Manager also oversees NMAC's patient-safety, quality and compliance monitoring framework, ensuring incidents, risks, compliance gaps and performance deficiencies are identified, escalated and followed through to corrective action. This is both a healthcare management and business-performance role requiring strong people leadership, analytical capability, commercial awareness, healthcare knowledge, assertiveness, problem-solving and change leadership.

Population Health Leadership

• Manage the Population Health Team and designated Team Leads/Supervisors.
• Establish population-health priorities based on patient needs, clinical requirements and organizational objectives.
• Identify patients due or overdue for appropriate services and manage patient recall programmes.
• Coordinate annual physical, preventive-health, chronic-disease and insurance-mandated programmes.
• Identify and close care gaps and develop structured patient re-engagement programmes.
• Set measurable targets, monitor campaign performance and identify barriers preventing patients from obtaining recommended care.
• Work with Clinical Services and Practice Operations to ensure sufficient capacity exists to meet identified demand.

Medical Sales, Patient Activation & Conversion

• Lead a professional, patient-centered medical-sales approach that converts appropriate clinical opportunities into completed patient activity.
• Identify eligible patients and develop targeted outbound patient-contact campaigns.
• Establish contact, booking and completion targets and ensure Population Health staff proactively contact patients.
• Train staff in effective patient engagement and service education.
• Identify and address barriers to scheduling and convert appropriate opportunities into booked appointments.
• Monitor contact-to-booking and booked-to-completed conversion rates.
• Develop follow-up strategies for patients who decline or cannot initially be reached.
• Support patient retention, re-engagement and appropriate utilization of underused services.
• Measure the operational and financial impact of population-health initiatives.
• Maintain the workflow: identify opportunity -> contact patient -> engage/educate -> address barriers -> secure appointment -> monitor completion -> recall/re-engage.
• Ensure all activity remains clinically appropriate and compliant with ethical, privacy and regulatory requirements.

Health Informatics & Data Management

• Manage Health Informatics personnel and Team Leads/Supervisors.
• Establish priorities for health-information and operational reporting.
• Promote accuracy, completeness and integrity of EHR data and structured data capture.
• Develop and maintain appropriate patient registries and identify systemic data-quality deficiencies.
• Develop dashboards and management reports and provide actionable information to NMAC managers and senior leadership.
• Monitor utilization and performance trends and identify care gaps, operational gaps and underutilized capacity.
• Support standardized or automated reporting where appropriate.
• Ensure reports are timely, accurate and understandable.
• Ensure Health Informatics turns NMAC data into management intelligence and management intelligence into action.

KPI & Management Reporting

• Coordinate NMAC operational performance dashboards with the Country Manager and peer managers.
• Establish reliable KPI definitions and consistent data collection/reporting.
• Identify significant variances, deteriorating trends and improvement opportunities.
• Support managers in understanding their performance data and track agreed corrective actions.
• Escalate persistent or significant performance concerns and support monthly NMAC business-performance reviews.
• Health Informatics reports organizational KPIs; each functional manager remains accountable for performance within their own portfolio.

Patient Safety

• Maintain an effective patient-safety reporting framework.
• Monitor incidents and near misses, ensure appropriate documentation and track trends.
• Coordinate appropriate review and prompt escalation of significant incidents.
• Track corrective and preventive actions and identify recurring safety risks.
• Produce patient-safety reports for management and support a culture of appropriate safety reporting.
• Work closely with Clinical Services and the Medical Director on clinically significant matters.
• Provide safety oversight and assurance without replacing the professional clinical authority of the Medical Director or licensed clinicians.

Quality Management

• Establish and monitor quality indicators and coordinate quality-improvement initiatives.
• Conduct or coordinate quality audits and identify gaps between expected and actual performance.
• Coordinate corrective-action plans and monitor their completion and effectiveness.
• Track recurring quality issues and facilitate cross-departmental improvement projects.
• Report material quality concerns to the Country Manager and/or Medical Director.
• Ensure quality activity results in measurable operational improvement rather than becoming solely a documentation exercise.

Compliance Monitoring

• Monitor compliance with approved organizational policies and SOPs.
• Maintain compliance-monitoring schedules and conduct or coordinate internal compliance audits.
• Identify and document areas of non-compliance and coordinate corrective actions with responsible managers.
• Monitor corrective-action completion and escalate significant or persistent deficiencies.
• Support regulatory and accreditation readiness where applicable.
• Maintain appropriate compliance records and staff awareness of relevant requirements.
• Coordinate compliance-related information with UCG corporate functions as appropriate.
• The role provides monitoring, coordination, assurance and escalation and does not replace UCG Legal, HR, Finance, the Medical Director or other specialist functions.

Corrective & Preventive Action Management

• Maintain a structured corrective-action register with clear action owners and due dates.
• Follow the cycle: issue identified -> risk assessed -> responsible manager assigned -> corrective action agreed -> completion tracked -> effectiveness verified -> issue closed.
• Follow up overdue actions, escalate unresolved matters and verify that corrective measures address the underlying issue.
• Identify recurring problems requiring broader organizational intervention.
• Exercise sufficient assertiveness and organizational authority to challenge unresolved performance, quality or compliance deficiencies.

People Leadership & Workforce Management

• Set clear expectations and measurable targets for Population Health and Health Informatics staff.
• Conduct regular one-to-one meetings, team meetings and performance reviews.
• Coach, motivate and develop staff; recognize strong performance and address poor performance promptly.
• Manage attendance, punctuality, reliability, employee engagement and workplace conflict.
• Develop Team Leads/Supervisors and participate in recruitment, selection, onboarding and workforce planning.
• Work with UCG Human Resources on formal employee-relations and disciplinary matters.
• Be capable of difficult performance conversations while maintaining constructive professional relationships.

Virtual Team Management

• Establish defined workloads, deliverables and measurable productivity standards for remote staff.
• Monitor availability, responsiveness, individual/team output and documentation.
• Maintain regular virtual meetings, clear communication and escalation pathways.
• Identify performance concerns early and keep virtual teams integrated with on-site NMAC operations.
• Ensure remote working does not reduce management visibility or accountability.

Financial & Business Accountability

• Understand NMAC's principal revenue streams and how patient recalls, activation, retention and utilization affect business performance.
• Quantify opportunities within eligible patient populations and monitor conversion into appointments and completed activity.
• Identify revenue leakage associated with incomplete recalls, missed care opportunities or poor follow-up.
• Measure campaign return and operational effectiveness.
• Contribute to planning and budgeting and manage departmental resources responsibly.
• Participate in monthly NMAC business-performance reviews and work with the Country Manager to achieve approved objectives.
• Ensure commercial targets never override clinical judgment, patient choice, ethical requirements or regulatory obligations.

Cross-Functional Management

• Collaborate with the Clinical Services Manager on clinical capacity, provider availability, patient-safety issues, quality findings, referral-performance reporting and corrective actions. Operational ownership of referrals remains with Clinical Services.
• Collaborate with the Practice Operations Manager on appointment availability, patient access, scheduling interfaces, patient conversion, campaign capacity, telephone/Front Desk trends, cancellations/no-shows and operational data.
• Collaborate with the Bermuda Country Manager on organizational performance, revenue opportunities, KPI performance, compliance risk, quality improvement, workforce performance and strategic initiatives.

NMAC Management Team Responsibilities

• Contribute to overall NMAC strategy and performance and understand major revenue streams, cost drivers and key operational metrics.
• Participate actively in management meetings and decision-making.
• Challenge poor organizational performance constructively and support organizational change.
• Collaborate across departmental boundaries and support fellow managers during operational challenges.
• Promote accountability, professional conduct and a strong NMAC management culture.

Acting Up & Business Continuity

• Maintain sufficient understanding of broader NMAC operations to provide temporary operational leadership when required.
• May be designated by the Bermuda Country Manager to assume broader responsibilities during leave, illness, unexpected absence, vacancy, resignation, recruitment periods, organizational transition or business-continuity events.
• May temporarily coordinate another NMAC management portfolio or broader NMAC operations.
• Acting-up does not transfer clinical, legal, financial or other specialist authority outside the postholder's qualifications.

Succession & Management Development

• Build resilient Population Health and Health Informatics functions that do not depend on one individual.
• Identify at least one credible acting-up resource and develop Team Leads/Supervisors.
• Delegate meaningful responsibility, cross-train key personnel and reduce single-person dependencies.
• Maintain current SOPs, documented critical workflows and management handover information.
• Succession readiness forms part of management performance assessment.

Qualifications & Experience

• Essential: Bachelor's degree in Health Informatics, Healthcare Administration, Public Health, Health Sciences, Business Administration, Nursing or another relevant discipline.
• Essential: Demonstrated experience in healthcare operations, population health, health informatics, quality, compliance or a related healthcare-management function.
• Essential: Demonstrated experience supervising or managing employees.
• Essential: Experience with EHR/healthcare-information systems, operational/healthcare data and measurable KPIs.
• Essential: Strong analytical, organizational, problem-solving, written and verbal communication skills.
• Preferred: Master's degree in Health Informatics, Public Health, Healthcare Administration, Health Sciences, Business Administration or related discipline.
• Preferred: Formal leadership training; virtual-team management; multidisciplinary practice experience; patient recall/outreach; quality improvement; patient safety/compliance; dashboards/reporting; and organizational change experience.

Required Leadership Competencies

• People Leadership - motivates, develops and holds employees accountable.
• Assertiveness - raises concerns, challenges underperformance and follows unresolved issues through to resolution.
• Commercial Awareness - understands how population-health activity, utilization and retention affect business performance.
• Patient-Centered Judgment - balances organizational objectives with appropriate care, patient choice and ethical practice.
• Analytical Ability - translates complex data into actionable management information.
• Performance Orientation - sets measurable targets and expects results.
• Problem Solving - identifies root causes and implements sustainable solutions.
• Attention to Detail - maintains high standards of accuracy in data, compliance and reporting.
• Decision Making - makes timely, evidence-informed decisions within delegated authority.
• Change Leadership - converts findings and data into operational improvement.
• Communication & Influence - communicates effectively and influences employees, managers and providers.
• Collaboration - works across functional boundaries without losing accountability.
• Integrity - appropriately handles sensitive health, performance and compliance information.
• Resilience - manages competing priorities and follows important matters through to completion.
• Succession Leadership - develops employees capable of assuming greater responsibility.

Reporting & Governance

• Reports To: Bermuda Country Manager.
• Peer Management Roles: Clinical Services Manager; Practice Operations Manager.
• Clinical Safety/Governance Escalation: CEO / Medical Director, as appropriate.
• Corporate Support & Oversight: UCG Human Resources; UCG Finance; UCG Legal; UCG Procurement; UCG Marketing.
• The Population Health & Quality Manager provides operational monitoring and assurance. Specialist professional authority remains with the appropriate clinical, legal, HR, financial or regulatory authority.

Position Standard

The Population Health & Quality Manager is accountable for transforming NMAC's patient population and organizational data into measurable action. The postholder must lead people, proactively activate appropriate patient demand, improve care-gap closure and utilization, provide reliable management intelligence, monitor patient safety and compliance, challenge underperformance, drive corrective action and contribute to NMAC's growth, quality, business performance and management continuity.