Vice President of Service Excellence

Mosaic is a whole-person healthcare organization offering Medicaid-funded and private pay services for people with diverse needs. Building on more than a century of service, Mosaic navigates continuous transformation while maintaining a focus on things that matter most: people served and their families; people who serve (our workforce); and our mission of service and advocacy.

Position Overview:

We are seeking a dynamic and visionary Vice President of Service Excellence to lead and enhance our organization's commitment to person-centered care. This critical leadership role will drive continuous improvement in quality, foster a culture of excellence, and ensure high levels of satisfaction for the people we support, as well as their families and guardians. This role will report to the Chief Operating Officer and work in close partnership with our Operational Leadership Team. This role is remote and will require travel as needed to support business needs.

Key Responsibilities:

Leadership & Strategy

• Develop and implement strategies to improve the quality of care and overall satisfaction of individuals supported.
• Promote and sustain a person-centered culture across all departments.
• Lead efforts to recognize and celebrate service excellence.

Customer Experience

• Oversee Voice of the Customer programs to capture feedback from people served, families, home providers, and other stakeholders.
• Identify pain points in the customer journey and implement targeted improvement strategies.
• Foster trust and engagement through best practices in service excellence.

Quality & Process Improvement

• Drive for person-directed services informed by Basic Assurances and Personal Outcome Measures.
• Establish key service excellence metrics to track and enhance quality outcomes.
• Partner with operational and clinical teams to ensure high-quality, evidence-based support delivery.

Cross-Departmental Collaboration

• Work closely with leadership, operations, clinical services, HR, compliance, and finance to embed service excellence into all aspects of care.
• Align initiatives with regulatory requirements and accreditation standards.

Innovation & Technology Integration

• Collaborate with IT to leverage technology for service delivery improvements, efficiency, and automation.
• Stay abreast of industry trends and innovations in healthcare service models.

Compliance & Risk Management

• Ensure adherence to regulatory policies regarding the rights of individuals served.
• Identify and mitigate risks related to service quality.
• Support cross-functional teams in prevention, detection, and response to adverse events.

Measuring Success & Reporting

• Develop reporting systems to track key service excellence metrics.
• Utilize data-driven insights to inform decision-making and improve customer experience.
• Provide transparent reporting to leadership and key stakeholders.

Why Join Us?

This is an opportunity to make a meaningful impact in an organization dedicated to improving lives. We offer a collaborative, mission-driven environment where you will have the autonomy and support to drive real change in service excellence.

• Bachelor's degree required; Master's degree strongly preferred (especially in fields involving data/statistics).
• 10+ years of progressive leadership experience in healthcare (IDD experience a plus).
• Background in continuous improvement (Lean/Six Sigma, CPHQ, or equivalent credentials).
• Strong clinical/operations background with oversight in quality management.
• Proven ability to drive successful quality enhancement initiatives.
• Exceptional cross-functional collaboration and relationship-building skills.