Quality Improvement Specialist - H2H
About the Role
The Quality Improvement Specialist is responsible for assisting H2H programs and departments with monitoring comprehensive quality improvement for NYC 988; ensuring compliance with all contracted regulations for programs; working with Department staff to monitor and improve outcome measures; and assessing customer satisfaction with program services. This position is primarily hybrid. Employees may be required to work on-site for funder-related activities, key stakeholder meetings, or other operational needs. The frequency of on-site attendance may vary based on business and funder requirements. Advance notice will be provided whenever practicable.
Duties and Responsibilities
- Conduct documentation and interaction (call, chat, text) monitoring for quality improvement, utilizing evidence-based quality improvement measures across the H2H program.
- Provide breadth and depth in quality improvement by assessing Counselors/Peers within/across all services of operation.
- Ensure compliance with regulatory guidelines and funder requirements on every help seeker contact.
- Identify areas of training/support for individual Counselors and Peer Support Specialists, as well as the H2H program at-large.
- Participate in quality improvement calibration meetings including assisting in identifying interactions, coordinating meeting, and collecting impressions and outcomes.
- Work in partnership with the training and supervisory staff in identifying skills gaps for H2H-wide and individualized, targeted training and skill refreshers.
- Design and present QI-related content using software like PowerPoint during program-wide meetings, H2H new hire training, and other forums.
- Maintain detailed records and complete detailed reports on quality improvement scores and outcomes for all Counselors, teams, and the H2H program.
- Assist in review of H2H incident reports for quality and accuracy.
- Conduct analysis and investigation of complaints and grievances relating to H2H.
- Utilize telephone, SMS texting and chat to interact with clients when necessary.
- Other duties as assigned.
Required Skills and Abilities
- Knowledge of local, state, and federal regulatory guidelines for clinical practice.
- Efficiency with information-gathering.
- Ability to provide meticulous oversight and evaluation with attention to detail.
- Superior communication skills to convey information clearly, accurately, and completely.
- Efficiency with time-management and multitasking.
- Ability to work efficiently both independently and in a team.
- Courteous, empathic, and professional manner.
- Ability to appropriately provide open and honest feedback.
- Superior documentation and report writing skills.
- Technology proficient with ability to quickly learn and adapt to new tools and systems.
Qualifications
- Bachelor's degree in healthcare, public health, social sciences, or a related field, or an equivalent combination of relevant education and experience; master's degree preferred.
- Professional clinical licensure (LCSW, LMFT, LMHC, PhD, PsyD) if applicable.
- 1+ years of experience in crisis services, behavioral health, suicide prevention, contact-center quality improvement, or a related environment.
- Experience with quality-improvement activities, compliance monitoring, data analysis, or complaint investigations preferred.
- Knowledge of crisis-intervention practices such as Motivational Interviewing, DBT-informed approaches, ASIST, or Mental Health First Aid preferred.
- Knowledge of behavioral-health resources within the New York metropolitan area preferred.
- Relevant professional clinical licensure preferred, when applicable.
- Proficiency with Microsoft Office, including Excel and PowerPoint.
Pay and Schedule
- Pay Range: $40.88 - $44.07 per hour
- Schedule: Full-time, 9am - 5pm EST
- Location: Hybrid, NYC Area
- Reports to: QI Manager
Benefits
Full time employees will be eligible for 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.
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