[Hiring] Manager, Quality Improvement @Vibrant Emotional Health

Role Description

The Quality Improvement Manager oversees and coordinates proactive quality improvement efforts for 988 Lifeline, a network of 200+ independently owned crisis centers across the country. This role entails managing, developing, and implementing quality improvement activities to ensure optimal performance of all centers.

The Program Manager will focus on leading 988 QI efforts related to program activities. By utilizing their project management expertise, they will enhance operational efficiency, optimize performance, and ensure compliance with quality standards. This position involves frequent interaction with Lifeline network centers and leaders in the suicide prevention and crisis center communities, overseeing the planning, execution, and monitoring of quality improvement programs and projects to achieve measurable improvements and deliver successful outcomes for 988 Lifeline crisis service delivery.

Duties/Responsibilities

• Lead the development and implementation of a comprehensive quality improvement program for the 988 Lifeline Network, aiming to ensure the achievement of quality objectives.
• Coordinate all quality improvement efforts to meet the expectations of funders and align with Vibrant's objectives, ensuring all commitments are met.
• Lead implementation of AI-powered quality improvement processes, ensuring alignment with organizational goals and compliance with legal and regulatory requirements.
• Ensure quality improvement efforts are sustained and continuously enhanced across all 988 service modalities, including voice calls, chat, text, and video-phone, to maintain consistent high-quality clinical services.
• Oversee the redesign and ongoing development of a Quality Monitoring Measure/Form to ensure alignment across the network in meeting clinical standards and best practices.
• Prepare and submit reports on quality improvement and outcomes to external funders and stakeholders, including SAMHSA and Vibrant, which may include QI Reports, Board Reports, and Committee Reports as required.
• Assess the performance of centers within the 988 network, addressing any issues, analyzing data, and developing strategies for enhancement to ensure continuous improvement.
• Lead regular meetings focused on quality improvement to assess program outcomes, deliverables, and key performance indicators (KPIs).
• Work alongside other departments to initiate quality improvement activities that guarantee crisis centers meet 988 Lifeline operational and clinical KPIs and compliance standards.
• Handle investigations into any issues or non-compliance incidents, ensuring adherence to best practices and mandated guidelines.
• Arrange and lead discussions with funders and senior leadership about quality improvement projects as necessary.
• Organize and conduct meetings with funders and executive leadership to discuss and explain quality improvement initiatives, as needed.
• Manage direct reports, share best practices with network members, and oversee staff development and performance management.
• Cooperate closely with co-managers, aiming to improve team dynamics and achieve collective objectives.
• Undertake additional duties as required, in line with the role's scope, to contribute to Vibrant's overarching goals.

Qualifications

• Proficiency in English, both written and oral.
• Experience in Statistical Analysis and Measure/Tool Design, including experience with Inter-Rater reliability and validity.
• Proficiency in AI-powered solutions for quality improvement initiatives, including understanding of machine learning applications in healthcare, change management for technology adoption, and ensuring ethical AI practices in quality improvement.
• Flexibility and adaptability to navigate changing priorities and respond to emerging needs.
• Strong problem-solving skills with the ability to develop effective solutions.
• Project development, management, and implementation experience.
• Intermediate to advanced knowledge of Microsoft Office and Google Suite.
• Basic knowledge of contact center data and analytics.
• Exceptional attention to detail with effective time management and organizational skills.
• Courteous and professional demeanor in interactions with stakeholders and individuals at all levels of the organization.
• Strong customer-service orientation, with a focus on meeting the needs and expectations of service users.
• Excellent written and verbal communication skills, including the ability to convey complex information clearly and concisely.
• Proficient in data analysis and interpretation to drive evidence-based decision-making.
• Knowledge of quality improvement methodologies, tools, and techniques.

Requirements

• Bachelor's degree in mental health/suicide prevention, healthcare administration, or a related field; master's degree preferred.
• 3-5 years of experience in clinical quality improvement, with a demonstrated track record of success in developing and implementing quality improvement initiatives.
• Strong leadership skills with the ability to motivate and inspire teams to achieve goals.
• Excellent analytical and problem-solving skills, with the ability to collect and analyze data to drive decisions.
• Strong communication skills, with the ability to communicate effectively with clinical staff, leadership, and external funding partners.
• Knowledge of regulatory requirements including HIPAA, clinical training requirements for crisis intervention, confidentiality, privacy, etc.

Physical Requirements

• Must be able to remain in a stationary position 50% of the time.
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Will frequently communicate over video calls with internal and external stakeholders.

Benefits

• Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.