QUALITY ASSURANCE DIRECTOR

Department: Quality Assurance / Clinical Excellence / Operations Reports To: COO / Chief Medical Officer (CMO) Oversees: AHT-IT / Nursing

Location / Work Model: Hybrid / Multi-site / Travel as Required

While this role is posted under our Edmonton headquarters, we are open to considering candidates from our other Acumen locations. The successful candidate may have the opportunity to work from another Acumen office location.

1. Role Summary The Quality Assurance Director is responsible for leading quality, consistency, compliance, and continuous improvement across Acumen Health. This role ensures operational and clinical excellence by developing systems that monitor service quality, patient experience, documentation standards, regulatory compliance, and organizational performance. The Quality Assurance Director partners with leadership and interdisciplinary teams to identify opportunities, mitigate risks, and drive a culture of accountability and excellence.

2. Key Responsibilities

Quality & Performance Oversight

Develop, implement, and oversee quality assurance programs across clinics and service lines Monitor consistency in clinical and operational standards Establish benchmarks, scorecards, and quality metrics to assess performance Identify trends, gaps, and opportunities for improvement

Clinical Documentation & Compliance

Oversee chart audits and documentation quality standards Ensure consistency, accuracy, and completeness of clinical records Support adherence to regulatory, accreditation, and privacy requirements Collaborate with teams to improve documentation efficiency and compliance

Patient Experience & Service Excellence

Monitor patient experience and satisfaction metrics Investigate complaints, concerns, and service quality issues Identify opportunities to improve patient flow, communication, and care consistency Support initiatives that enhance patient outcomes and experience

Operational Process Improvement

Lead quality improvement projects and workflow optimization initiatives Conduct operational reviews and recommend best practices Support SOP development, implementation, and standardization Work collaboratively with departments to reduce inefficiencies and risks

Risk Management & Governance

Identify operational, clinical, and compliance risks proactively Support incident reporting, investigation, and resolution processes Ensure organizational readiness for audits, reviews, and regulatory requirements Develop quality assurance frameworks that support scalability and consistency

Leadership & Education

Educate and coach leaders and teams on quality standards and expectations Support performance improvement planning where needed Foster a culture of accountability, learning, and continuous improvement

1. Core Competencies (Skills & Traits)

Leadership Competencies

Strong quality improvement and systems-thinking mindset Ability to influence teams and drive accountability Effective problem-solving and decision-making skills Strong leadership and coaching abilities

Technical Competencies

Clinical documentation review and audit experience Quality assurance frameworks and compliance knowledge Process improvement and workflow optimization Data analysis, reporting, and KPI interpretation Risk management and governance understanding

Behavioral Traits

Highly detail-oriented and analytical Objective and solutions-focused Strong integrity and professionalism Collaborative communicator Continuous improvement mindset

1. Performance Expectations (KPIs) Success in this role may be measured through:

Documentation quality and audit scores

Compliance and regulatory adherence outcomes Patient satisfaction and quality indicators Reduction in operational inefficiencies and errors Implementation and adoption of SOPs Incident management and resolution effectiveness Continuous improvement project success

1. Decision Authority Can Approve: Quality improvement recommendations Documentation and process standards Audit frameworks and reporting processes SOP revisions and quality initiatives

Must Escalate

High-risk compliance or legal concerns Major operational risks or patient safety concerns Significant organizational policy changes Executive-level performance concerns

1. Required Qualifications Education Post-secondary education in Healthcare, Rehabilitation, Nursing, Quality Management, Business, or related field

Experience

Leadership experience in healthcare quality, operations, compliance, or clinical services preferred Experience conducting audits, quality reviews, or process improvement initiatives Strong understanding of healthcare documentation and patient-centered service delivery

Preferred Background

Experience in rehabilitation, orthopedics, disability management, or healthcare systems Multi-site operational experience considered an asset Experience with accreditation, quality assurance, or compliance frameworks preferred

1. Growth Pathway Potential advancement opportunities include:

Senior Director, Quality & Clinical Excellence

Vice President, Clinical Operations or Quality Chief Operating Officer (COO) / Executive Leadership

1. Internal Expectations The Quality Assurance Director is expected to:

Lead with objectivity, accountability, and professionalism

Promote consistency and excellence across all service areas Support teams through coaching and continuous improvement Prioritize patient safety, quality, and operational effectiveness Align quality initiatives with Acumen Health’s mission, values, and standards of care