About this role
About The Role As the RQAL, you will lead quality investigations, patient safety initiatives, complaints and grievance management, quality assurance reviews, and continuous improvement activities. Working closely with clinical leaders, operational teams, healthcare providers, Military Treatment Facilities (MTFs), and client stakeholders, you will help strengthen clinical governance, improve healthcare outcomes, and enhance the beneficiary experience. Roles & Responsibility Lead investigations into quality incidents, complaints, grievances, and service recovery cases. Conduct root cause analyses and quality reviews using structured investigation methodologies. Develop, implement, and monitor corrective and preventive action plans (CAPAs). Support the Clinical Quality Management Program and Quality Oversight Plan. Analyze clinical, operational, provider, and customer experience data to identify trends, risks, and improvement opportunities. Develop quality dashboards, reports, presentations, and governance materials. Partner with medical teams and providers to drive patient safety, quality improvement, and clinical excellence. Monitor provider quality performance and support provider audits, assessments, and improvement initiatives. Lead quality improvement projects utilizing methodologies such as PDSA cycles and continuous improvement principles. Deliver quality education, coaching, and stakeholder engagement activities across the region. Requirements Bachelor’s Degree in Nursing. Registered Nurse with at least 3 years of post-registration clinical experience. Experience in healthcare quality management, clinical governance, patient safety, or quality assurance. Proven experience conducting complaints, grievance, incident, or quality investigations. Strong analytical, reporting, and stakeholder management skills. Excellent written and verbal communication skills in English. Proficiency in Microsoft Office and data analysis tools. Experience in healthcare insurance, managed care, medical assistance services, or international healthcare environments. Knowledge of the TRICARE Overseas Program or similar healthcare programs is preferred. Experience with audits, accreditation activities, quality improvement projects, and provider performance management. Additional Information Hybrid work arrangement. Occasional travel to provider sites may be required. Opportunity to work with global healthcare teams and contribute to a high-impact programme supporting military beneficiaries worldwide.