Specialist, Quality Improvement

Job Description

REQUIREMENTS

• Strong analytical skills; ability to problem-solve
• Intermediate to advanced knowledge of Microsoft Office and Google Suite
• Basic knowledge of contact center data and analytics
• Ability to be effective in a fast-paced, ever-changing work environment
• Exceptional attention to detail with effective time management and organizational skills
• Strong presentation and public speaking skills
• Ability to work cooperatively and effectively with others
• Strong customer-service orientation
• Project development, management, and implementation
• Bachelor’s Degree required, Master’s degree preferred in Healthcare, Public Health or Social Sciences
• Prior experience at a crisis center or an interest in mental health/suicide prevention, familiarity with the nonprofit sector preferred
• Experience with compliance and quality improvement activities and data analysis preferred
• Fluency in American Sign Language (ASL) Required

RESPONSIBILITIES

• Assist with the development, coordination, and implementation of a formal quality improvement plan across a large network of crisis centers to achieve quality improvement goals
• Support with monitoring internal QI activities and ensure adherence to all funder and agency QI goals; ensuring all deliverables are met
• Support with ensuring all QI/Outcome reports for external funders/stakeholders (SAMSHA; Vibrant QI Report; Board Reports, Committee Reports, etc.) are completed promptly
• Assist with monitoring, analyzing, and reporting on performance, and support with developing strategies for improvement
• Coordinate and support with leading regular program QI meetings to review program outcomes/deliverables/KPIs
• Collaborate with other departments to develop proactive QI activities to ensure member crisis center’s compliance with contracted Lifeline operational and clinical KPIs
• Conducts analysis and investigation of claims/complaints/grievances against their organization or crisis centers, including failure to adhere to recommended best practices or mandated policies and procedures
• Conducts data collection, utilizing analysis and measurement skills to set key performance indicators and measure progress
• Works cohesively alongside a team of Quality Improvement Specialists
• Prepares written reports, assembles data, and develops charts and graphs representing key performance indicators and other data
• Performs other duties/responsibilities, as assigned, within the scope of the position.

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