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 ResponsibilitiesQuality & 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
3. 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
4. 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
5. 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
6. Required QualificationsEducation
- 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
7. Growth Pathway
Potential advancement opportunities include:
- Senior Director, Quality & Clinical Excellence
- Vice President, Clinical Operations or Quality
- Chief Operating Officer (COO) / Executive Leadership
8. 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
Pay: $100,000.00 per year
Benefits:
- Company events
- Dental care
- Extended health care
- Flexible schedule
- On-site gym
- On-site parking
- Paid time off
- Vision care
Work Location: In person
