[Hiring] Quality Improvement Manager @Vibrant Emotional Health

Role Description

The Quality Improvement Manager is responsible for managing all 988 (a network of 190+ independently owned crisis centers across the country) proactive, quality improvement efforts. The QI Manager will manage, develop and oversee quality improvement activities to assure that all centers are performing optimally. They also collaborate frequently with other internal teams and related compliance of all network members providing both routine and special services for the Lifeline. This position requires frequent interaction with 988 network centers and leaders in the suicide prevention and crisis center communities.

Duties/Responsibilities:

• Manage, coordinate, and implement a formal quality improvement program across a large network of crisis centers to achieve quality improvement goals.
• Manage all internal QI activities and ensure adherence to all funder and agency QI goals; ensuring all deliverables are met.
• Ensure all QI/Outcome reports for external funders/stakeholders (SAMSHA; Vibrant QI Report; Board Reports, Committee Reports, etc.) are completed in a timely manner.
• Monitors, analyzes, manages and reports on performance, and develops strategies for improvement.
• Convene 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.
• Oversees and is responsible for investigating any claims against their organization or crisis centers, including failure to adhere to recommended best practices or mandated policies and procedures as needed.
• Organize and facilitate meetings with high level leadership explaining QI efforts.
• Manage crisis centers and data collection, utilizing analysis and measurement skills to monitor key performance indicators and measure progress.
• Oversee a team of Quality Improvement Specialists, providing ongoing management and supervision, overseeing the development of their staff.
• Provide oversight to staff in preparation of written reports, assemble data, and develop charts and graphs representing key performance indicators and other data.
• Participate in interviewing, hiring and onboarding of staff.
• Engage in collective collaboration with co-managers on the team.
• Perform other duties/responsibilities, as assigned, within the scope of the position.

Qualifications

• Strong analytical skills; ability to problem solve.
• Ability to effectively lead, engage and manage a team of specialists.
• Project development, management, and implementation skills.
• Intermediate to advanced knowledge of Microsoft Office and Google Suite.
• Experience in Quality Improvement and compliance activities.
• 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.

Requirements

• Bachelor's Degree required; Master's degree preferred in Healthcare, Public Health or Social Sciences (along with professional clinical licensure LCSW, LMFT, LMHC, PhD, PsyD if applicable).
• Candidates with leadership experience at a crisis center, preferred.
• Experience with compliance and quality improvement activities preferred.
• Minimum 2 years of managerial/supervisory experience preferred.

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.