Manager, Quality Improvement

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.
• Monitor, analyze, manage and report on performance, and develop 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 centers’ compliance with contracted Lifeline operational and clinical KPIs.
• Oversee and investigate any claims against their organization or crisis centers, including failure to adhere to recommended best practices or mandated policies and procedures as needed.
• Manage crisis centers and data collection, utilizing analysis and measurement skills to monitor key performance indicators and measure progress.
• Organize and facilitate meetings with high level leadership explaining QI efforts.
• Engage in collective collaboration with co-managers on the team.

Required Skills/Abilities

• Strong analytical skills; ability to problem solve.
• Effective leadership, engagement, and management of 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.
• 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.
• Cooperative and effective with others.
• Strong customer-service orientation.

Required Qualifications

• 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.