At Triple-S, we are committed to providing meaningful job experiences for Valuable People (Gente Valiosa). We strive for excellence in everything we do, from the way we work together to the way we serve our customers.
When you join Triple-S, you will be key to our efforts on delivering high-quality and affordable healthcare as well as contribute to our purpose to enable healthier lives. We serve more than 1 million consumers in Puerto Rico through our Medicare Advantage, Medicaid, Commercial, Life and Property & Casualty Businesses.
Let's build healthier communities together, join now!
JOB SUMMARY
Serves as the field engine for clinic network's transformation. Works directly on the clinic floor, inside clinical team huddles, and alongside supervisors to ensure that strategy designed at the leadership level becomes daily behavior at every clinic and urgent care site. Responsible for implementing, monitoring, and advancing the organization's Six-Pillar transformation plan — including Clinical Excellence, Family-Grade Service, Operational Transformation, CultureAND People First, Community Health Impact, and Digital Health. The role spans the physical clinic network and collaborates with the Digital Health pillar including in-house telehealth operations and the MiConsulta care station network treating both as one connected care ecosystem.
ESSENTIAL FUNCTIONS
- Transformation Execution & Accountability
Own the clinic-level implementation all transformation initiatives across all multi-specialty and urgent care sites.
Conduct site visits to each clinic to assess transformation progress, identify barriers, and provide hands-on support to supervisors.
Identify and escalate material non-compliance or stalled initiatives to leadership team with written documentation and a recommended resolution plan. - Daily Huddle Program Ownership
Design, train, launch, and continuously improve the organization's daily huddle program across all sites.
Develop and maintain all huddle tools: facilitator guides, KPI scorecards, thematic question banks, compliance tracking sheets, and quality rubrics.
Observe huddles in person and virtually on a rotating basis; provide written feedback to supervisors.
Track huddle completion rate by site and publish weekly network-wide compliance report to the Operations Director.
Escalate non-compliance per the established protocol: one missed huddle (supervisor notified), two consecutive (Operations Director), three or more in a month (Executive Director; corrective action required). - Clinic Leadership Coaching
Meet biweekly with each clinic leader in structured coaching sessions to review performance, remove obstacles, and reinforce transformation priorities.
Coach supervisors on effective huddle facilitation, performance conversation skills, and the translation of KPI data into daily clinical action.
Develop and deliver short-format training modules on clinical operations, service standards, KPI interpretation, and transformation priorities. - KPI Monitoring & Performance Enablement
Maintain performance dashboard covering all transformation KPIs across clinic activity, patient access, disease management, digital health, and enrollment/growth.
Translate complex data into clear, actionable items for clinic-level teams who may not have financial or analytical backgrounds.
Coordinate with the billing/revenue cycle team and Digital Health pillar to ensure financial and digital KPIs are fully integrated into the performance view. - Quality, Compliance & Escalation
Monitor clinic-level adherence to clinical protocols, patient service standards, and transformation program commitments.
Escalate material non-compliance to the Operations Director and Director of Quality & Compliance with written documentation.
Support the preparation and follow-up of site surveys, audits, and quality reviews as directed by the Director of Quality & Compliance.
EDUCATION
- Bachelor's Degree in Healthcare or Nursing
EXPERIENCE
- Bachelor's degree in Healthcare Administration, Nursing, Public Health, or related field. Three to six (3 to 6) years of experience in healthcare operations, clinic management, care coordination, or performance improvement.
- Strongly preferred: RN, LPN, MA, or allied health credential. Healthcare quality or performance improvement certification (CPHQ, Lean Six Sigma, or equivalent) a plus. Project management certification (PMP or equivalent) a plus.
- Experience with Electronic Health Record (EMR/EHR) systems — data entry, reporting, scheduling, and care coordination modules.
LICENSES AND CERTIFICATIONS
- PMP - Project Management Professional (preferable)
COMPETENCIES
- Action Oriented
- Collaborates
- Instills Trust
- Manages Ambiguity
- Customer Delight (Employee)
It is company policy to seek for the qualified applicants for positions throughout the company without distinction of race, color, national origin, religion, sex, gender identity, real or perceived sexual orientation, civil status, social condition, political ideologies, age, physical or mental disability, veteran status or any other characteristic protected by law. Drug-free company.
Equality Employment Opportunity/Affirmative Action for People with Disabilities/Veterans. Employer with E-Verify to verify the eligibility of employment of all the new employees.
We encourage Veterans and Disabled to Apply.