Specialist, Quality Improvement

Duties/Responsibilities

• Aid in the creation, coordination, and execution of a comprehensive quality improvement plan across multiple crisis centers.
• Monitor and ensure adherence to all quality improvement goals and deliverables for the program.
• Prepare and submit timely quality improvement and outcome reports for external funders and stakeholders.
• Coordinate and lead regular program quality improvement meetings to discuss performance metrics and KPIs.
• Collaborate with other departments to implement proactive quality improvement activities ensuring compliance with Lifeline operational and clinical KPIs.
• Investigate and analyze complaints, grievances, and claims against the organization or crisis centers, identifying areas for improvement.
• Analyze and measure performance using data and analytics to set key performance indicators and track progress.
• Work collaboratively with a team of Quality Improvement Specialists to develop and implement quality improvement initiatives.
• Prepare and present reports, assemble data, and create visual representations of performance indicators and other relevant data.

Required Skills/Abilities

• Strong analytical skills and ability to solve problems.
• Intermediate to advanced proficiency in Microsoft Office and Google Suite.
• Basic understanding of contact center data and analytics.
• Effective time management and organizational skills.
• Exceptional attention to detail.
• Effective communication and public speaking skills.
• Ability to work cooperatively and effectively with others.
• Customer service orientation.
• Experience with compliance and quality improvement activities and data analysis.
• Fluency in American Sign Language (ASL).

Required Qualifications

• Bachelor's Degree required, Master's degree preferred in Healthcare, Public Health or Social Sciences.
• Prior experience at a crisis center or interest in mental health/suicide prevention, and familiarity with the nonprofit sector.
• Experience with compliance and quality improvement activities and data analysis.
• Fluency in American Sign Language (ASL).

Physical Requirements

• Must be able to remain in a stationary position 50% of the time.
• Frequent operation of a computer and other office productivity machinery.
• Frequent communication over video calls with internal and external stakeholders.

Pay

Pay Range: $32.80/hr. - $44.07/hr.

Schedule

Full-time Employee

Benefits

• Medical, dental, and vision insurance.
• Supplemental income insurance.
• Employer-paid disability insurance.
• Employer-paid life insurance.
• Pre-tax FSA for medical and dependent care.
• 401K available.