Qsource Culture & Policy Guide FY 24-25 Training PDF

Qsource Culture & Policy Guide Denise Gee, MBA, DEI VP, Corporate Services HR | L&D | MarCom | Compliance Agenda Introduction to Qsource Remote Work Culture Mission Statement Key Elements for Success CEO Message Policy Guide Purpose Company His...

Qsource Culture & Policy Guide Denise Gee, MBA, DEI VP, Corporate Services HR | L&D | MarCom | Compliance Agenda Introduction to Qsource Remote Work Culture Mission Statement Key Elements for Success CEO Message Policy Guide Purpose Company History Employment Policies & Practices Value Proposition Compensation and Benefits Governance & Oversight Time Off & Attendance Senior Leadership Team Conduct and Harassment Policies Compliance Program Performance Management Employment Separation Mutual Solutions for Disputes Mission & Values Qsource's mission is to improve Continuous improvement is Our core values—Diversity, healthcare quality through embedded in our approach, Respect for People, Continuous patient-centered, provider- ensuring that we seek Improvement, and Integrity— focused solutions that enhance opportunities to excel and guide our actions and decisions the patient’s quality of life. deliver better service each day. in achieving our mission.  This Culture & Policy Guide serves to ensure that all employees understand the values and beliefs that shape our culture, what that culture entails, and to explain Qsource's policies and shared responsibilities. Culture & Policy At Qsource, culture is a set of shared beliefs, values, and practices that not only Guide attract exceptional talent but also amplify their capabilities, fostering an environment where they can deliver their best work. Our mission is at the core of everything we do, guiding our actions and our commitment to excellence in healthcare quality improvement.  We wish you every success in your role and hope you feel connected and at home here at Qsource. This Culture & Policy Guide speaks to our culture, employee expectations, and what you may expect from us. Qsource is committed to organizational objectivity, transparency, and accountability. The foundation for everything we do is our four core values: Diversity/Equity/Inclusion: Celebrate differences, promote awareness, eliminate inequities, and embrace all. Respect for People: Demonstrate kindness, compassion, and CEO Message consideration. Continuous Improvement: Seek opportunities to excel and deliver service better today than you did yesterday. Integrity: Demonstrate high moral standards, be honest, and do what you say you will do. These values are critical in our mission to improve healthcare quality through patient-centered, provider-focused solutions that enhance the Company History Foundation of Qsource Significant Projects Recent Achievements Qsource began as the Shelby Notably, on April 15, 2019, In October 2023, Qsource County Foundation for Medical Qsource was featured in a celebrated its 50th anniversary, Care, founded by Dr. Leon project aimed at individualizing recognizing nearly 50 years of Swatzell as a Professional pain management and driving quality improvement and Standard Review Organization in improving opioid safety in assurance across healthcare October 1973. nursing homes, showcasing its settings nationwide. commitment to healthcare quality. Value Proposition Qsource is 'most knowledgeable' by being 'at the elbow with clients,' ensuring in-depth understanding of their needs. With over 50 years of experience, Qsource has established a strong foundation in improving healthcare quality. Qsource prides itself on being 'most user-friendly,' emphasizing ease of collaboration and communication with clients. The organization is 'most committed to customer success,' focusing on creating value through risk-sharing and dedicated support. Governance & Oversight At Qsource, our governance and oversight refers to the framework, processes, Governance and mechanisms put in place to ensure that we operate in a responsible and Framework transparent manner, and that management acts in the best interests of our stakeholders. The primary objective of corporate governance and oversight is to create a Oversight structure that minimizes conflicts of interest, prevents fraud and misconduct, Mechanisms and maximizes the value generated by Qsource for employees, customers, suppliers, and the wider community. Our Board of Directors provides careful financial oversight of Qsource’s work Role of the Board of to improve and transform healthcare quality, ensuring accountability, ethics, Directors integrity, and compliance. The Senior Leadership Team (SLT) is led by the Chief Executive Officer and Senior consists of Vice Presidents who oversee assigned divisions. These SLT Leadership members include the VP of HR & Compliance, VP of Finance and VP of Team Operations. SLT is dedicated to advancing the Qsource's mission through their expertise. Each member contributes unique skills to drive success. Compliance Program Qsource has a Compliance Program designed to prevent unethical or unlawful Compliance behavior, ensuring that all employees adhere to established standards and Overview regulations. Employees can report concerns related to misconduct, policy violations, or Reporting unethical behavior through a secure compliance reporting platform. Reports Mechanisms can be made anonymously. The Whistleblower Protection Act ensures employees making reports in good Whistleblower faith are shielded from retaliation, promoting a safe environment for Protection disclosures. The Vice President of Human Resources and Compliance serves as the Role of Compliance Compliance Officer, overseeing the reporting platform and ensuring all reports Officer are investigated fairly and confidentially. Commitment to Diversity Core Value Diversity, Equity, & Inclusion are central to Qsource’s employment policies and practices. We promote a workplace where all employees can contribute, valued for their unique skills and perspectives. EEO We provide equal opportunities in all aspects of employment, regardless of race, gender, disability, veteran status, and other protected categories. Discrimination, harassment, and retaliation are not tolerated. Disabilities & Accommodations Qsource prohibits discrimination based on disabilities and ensures reasonable accommodations to support qualified individuals in their roles. Employees with disabilities can request adjustments to their work environment to perform their jobs effectively. Qsource will work with employees to explore feasible accommodations, balancing employee needs and business impact. Remote Work Culture Effective Communication Trust and Integrity Work-Life Harmony Qsource's remote work culture Trust and integrity form the Qsource promotes work-life emphasizes effective foundation of Qsource's remote harmony by encouraging communication as a cornerstone work culture. Employees are employees to set boundaries for success. Employees utilize encouraged to demonstrate and maintain routines that digital communication tools like accountability and self- support well-being, preventing email, video conferencing, and motivation, ensuring that remote burnout and enhancing long- chat applications to maintain work does not equate to term productivity. alignment and transparency. isolation. Key Elements for Success Effective Knowledge sharing Collaboration relies on Project management communication is reduces duplication of digital tools like email, software tracks tasks, crucial for remote work and facilitates video conferencing, monitors progress, and work, maintaining continuity, utilizing and online workspaces maintains alignment, cloud storage for to promote teamwork transparency, ensuring collaboration, and document access. and build relationships. everyone is aligned on transparency among project timelines and team members. deliverables. Policy Guide Purpose 01 02 03 The Policy Guide serves as your It helps answer many of the The guide is not a contract of employee handbook, designed questions that may arise employment and does not to introduce you to Qsource and concerning your employment, create a contract, express or familiarize you with policies, ensuring a clear understanding implied, guaranteeing any provide general guidelines on of your rights and specific term of employment. It work rules, benefits, and other responsibilities. aims to foster a positive and topics related to your supportive workplace for all employment. employees. Employment Policies & Practices Qsource maintains employment policies to ensure a fair and inclusive work environment, 1 promoting equal opportunities for all employees. The commitment to diversity, equity, and inclusion is embedded in our employment 2 policies, ensuring that all employees have the opportunity to contribute to the business's success. Equal employment opportunity applies to all terms and conditions of employment, 3 prohibiting discrimination based on race, color, creed, sex, and other protected categories. Employment classifications include full-time, part-time, and non-employees, ensuring 4 compliance with labor laws and fair compensation practices. Locations & Relocation Qsource currently operates 4 offices across the U.S. The headquarters is in Tennessee with satellite offices in Indiana, Arkansas & Missouri. The Q-Buddy Map available on Q’ville shows you where your co-workers reside. RELOCATION APPROVAL Because state employment laws vary widely, legal compliance can quickly become complicated when remote employees move around the country. The law of the state where the employee performs the work typically governs the employment relationship—even if the employer is located somewhere else. Qsource is not a registered employer in all 50 states, so relocation requires advance consideration. Qsource requires written notification of relocation to a state other than where the employee was originally hired. If you are considering relocation, submit a letter to [email protected] requesting relocation approval. Include the state(s) you are considering and timeline for your move. Requests will be reviewed, and a written response will be provided within 10 business days. Hiring & Ongoing Employment Practices Job Postings Most job openings are intended to be filled internally or externally and posted at www.Qsource.org. However, management reserves the right to hire, transfer, or promote without posting the availability of that position for reasons such as business, critical knowledge needs, or to meet contractual obligations. Promotions & Transfers An employee is eligible to request a transfer and be considered for promotion upon completing 6 months of satisfactory job performance. Employee Referrals – Friends, Relatives & Partners Qsource may hire relatives and domestic partners if (1) the persons concerned will not work in a direct supervisory relationship, and (2) the employment will not pose difficulties for supervision, security, safety, or morale. Initial and Annual Checks – Criminal & OIG Qsource will comply with any legal requirements, such as varying laws and regulations related to criminal background checks in different jurisdictions Qsource will not unlawfully discriminate against applicants or employees based on their criminal history in accordance with applicable laws. Qsource, as an organization involved in federal healthcare programs, is required by law to conduct regular periodic OIG exclusion checks as a condition of participating in federal healthcare programs. Licenses & Certifications Any employee whose position mandates clinical licensure must maintain that licensure during their employment with Qsource in the applicable state. Mandatory Status Reporting Employees must disclose to their manager within three (3) business days of being notified of the following: Criminal convictions Issues that may delay licensure renewal Adverse action (e.g., suspension, probation) taken against their license or certification Compensation and Benefits Compensation is based on factors such as job Employees may be eligible for an annual merit responsibilities, market rates, employee increase in August based on their performance performance, and the organization's financial evaluation rating as part of the annual capabilities. performance evaluation process. All payroll costs are recorded in compliance Qsource supports employees by offering a with applicable federal, state, and local laws comprehensive and competitive benefits and regulations, with payments made on a program, including medical, dental, vision, and semi-monthly schedule. retirement benefits. Continuous Improvement Funds Full-time employees are eligible to apply for two kinds of Continuous Improvement Funding: Enhanced Learning Funds and Tuition Reimbursement. Employees must obtain approval from their immediate supervisor and the Human Resources department before enrolling in any courses or programs. Enhanced Learning Funds All full-time employees are eligible for $500 per year for certifications or training directly related to their role at Qsource. Tuition Reimbursement Courses of study that qualify for Tuition Reimbursement include credit towards an employee's, bachelor's, master's, or doctoral degree. The training, certification, degree, and field of study must be related to the needs of Qsource. To qualify for reimbursement, the employee must complete the course with a grade of "C" or better. Benevolent Causes Internal Disaster – ASK DENISE ABOUT THIS ONE Volunteerism - Qsource encourages employees to engage in community service by volunteering with a charity of their choice. Full-time employees can take up to two hours, twice a year, to participate in approved volunteer activities with supervisor approval. Employees must discuss their plans with their supervisor, complete a Volunteerism Release Form, and submit proof of participation through a Volunteer Completion Form. Employee Records & Privacy Employee files are confidential, and are treated as such. Qsource maintains official personnel files for every employee. Personnel files are located digitally within the HRIS system. Employees may review their documents online and are accessible to employees for viewing. Employees are responsible for notifying their immediate supervisor or Human Resources of any change in name, home address, telephone number, immigration status, or other pertinent information. The privacy and security of Employees personal data (“Personal Information”) Qsource collected is important to us. It is equally vital that Employees understand how we handle this data. Qsource will not knowingly collect or use Personal Information in any manner inconsistent with this policy, as it may be amended from time to time, and applicable laws. The primary purposes for the collection, storage, and use of your Personal Information include, but are not limited to: Human Resources Management Business Processes and Management Safety and Security Management Communication and Identification Home Office Dedicated Workspace: Must be safe, clean, quiet, and free from distractions. Safety Standards: Use a surge protector, maintain fire safety (e.g., smoke detector), and remove hazards or obstructions. Security Measures: Secure confidential files with appropriate storage and ensure workspace setup meets security guidelines. Ergonomic Setup: Workspace should have a sturdy desk and a comfortable, supportive chair. Responsibility for Setup Costs: Employees cover initial home office setup costs; Qsource does not provide for remodeling, furniture, or lighting.  Information Systems and Security Policy (ISSP) Qsource is committed to ensuring the security, integrity, and confidentiality of our information systems and data assets. The Information Systems and Security Policy (ISSP) outlines the security controls for Qsource and its associated systems, providing essential guidance for employees and stakeholders. The ISSP focuses on safeguarding the confidentiality, integrity, and availability of company information, ensuring that all company assets, networks, and infrastructure adhere to key security standards. It is designed to align with and comply with the regulatory requirements of the Health Insurance Portability and Accountability Act (HIPAA), the Service Organization Control (SOC) 2 standards, and the HITRUST Common Security Framework (CSF). Violations of this policy will result in imposition of sanctions in accordance with Qsource’s sanctions policy. This may include suspension or loss of the violator’s use privileges, with respect to Qsource’s information systems, termination of employment or volunteer, intern, or contractor status with Qsource. Additional civil, criminal and equitable remedies may apply. Mobile Device Qsource will properly document and implement security protocols as it relates to the end user device environments to comply with Data Governance Policies and Procedures and the Health Insurance Portability and Accountability Act (HIPAA) Security Rule. Only approved end user devices must be used to connect to Qsource’s internal network or systems. End user devices are defined as those devices that are designed to be mobile and which have electronic computing or processing capabilities. Examples of such devices include (but not limited to) laptop computers, Smartphones, and tablet devices such as iPads. Personally owned smartphones or tablets are permitted for business use. Employees must obtain prior written approval from IT and their supervisor prior to accessing Qsource systems or applications. All devices must be enrolled in the company's Microsoft Intune portal and accept Qsource’s compliance policies, allowing for centralized management and security configurations. Upon enrollment, employees and contractors may be required to install designated applications (ie. Intune Company Portal app) necessary for maintaining security protocols and facilitating remote management. FLSA & Employment Status Status Exempt vs. Non-Exempt: Exempt Employees: Do not qualify for overtime under FLSA based on job duties and salary ($684/week). Typically includes administrative, managerial, or professional roles. Non-Exempt Employees: Eligible for overtime for hours worked beyond 40 hours per week, with prior management approval. Employment Status Types: Full-Time: 32+ hours weekly. Part-Time: At least 24 hours weekly. PRN: On an “as-needed” basis. Regular vs. Temporary: Regular (6+ months), Temporary (