Director of Quality Management

Commonwealth of Massachusetts•Tewksbury, MA

About The Position

The Massachusetts Department of Mental Health (DMH) is seeking a Director of Quality Management to lead quality improvement, performance monitoring, utilization management, and risk management across its Northeast Area. The role supports DMH’s mission to improve the lives of people with mental health needs by promoting access to quality treatment, rehabilitation, and community-based services that support recovery, independence, and well-being. The Director oversees quality assurance and performance improvement activities, evaluates Area-funded programs and contracted providers, and uses data, investigations, and performance reviews to guide improvements in service quality and operations. The position leads a team of professionals and collaborates with Area leadership, clinical staff, providers, and DMH Central Office. It also contributes to Area policies and practices, strategic decisions, emergency preparedness, and a culture of accountability, continuous improvement, and person-centered care. The position is part of the Northeast Area leadership team. Applicants must meet the stated minimum entrance requirements: five years of qualifying professional, administrative, supervisory, or managerial experience in specified areas, including at least one year in a project management, supervisory, or managerial capacity, or an equivalent combination of experience and education substitutions. A criminal background check is required for the recommended candidate; education, licensure, and certifications will be verified. The position is subject to the stated COVID-19 and influenza vaccination or mitigation requirements applicable under 101 CMR 23.00.

Requirements

At least five years of full-time or equivalent part-time professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration, or clinical management.
At least one year of the required experience must be in a project management, supervisory, or managerial capacity, unless met through an equivalent combination of experience and substitutions.
A relevant or related certificate may substitute for one year of the required experience; a related bachelor’s degree may substitute for two years; a related graduate degree may substitute for three years; and a related doctorate may substitute for four years.
Proficiency with Tableau and Microsoft Office Suite, particularly Word, Excel, Outlook, SharePoint, and Teams.
A criminal background check is required for the recommended candidate, and education, licensure, and certifications will be verified.
Candidates must acknowledge and attest to COVID-19 and influenza vaccination status or applicable mitigation measures under 101 CMR 23.00.

Nice To Haves

Experience developing, implementing, and managing quality assurance and performance improvement programs in behavioral health, mental health, healthcare, or human services organizations.
Strong understanding of quality management principles, regulatory compliance, risk management, and performance monitoring applicable to healthcare and community-based service systems.
Knowledge of the Massachusetts Department of Mental Health service delivery system, including community-based programs, contracted provider networks, and services for people with complex behavioral health needs.
Experience leading and supervising multidisciplinary teams, setting priorities, managing competing demands, and fostering a collaborative, accountable, results-oriented environment.
Skill analyzing complex data and performance indicators, identifying service delivery trends, and translating findings into practical improvement recommendations.
Experience with critical incident reviews, complaint investigations, fact-finding, corrective action planning, and processes that strengthen client safety and service quality.
Familiarity with contract monitoring, provider performance evaluations, utilization management, and oversight of publicly funded healthcare or human services programs.
Ability to develop and implement policies, procedures, and quality improvement initiatives while balancing regulatory requirements, operational considerations, and the needs of people receiving services.
Excellent written and verbal communication, analytical, problem-solving, and relationship-building skills, including preparing reports, presenting findings, facilitating training, and building consensus.
Experience coordinating cross-functional initiatives, collaborating with senior leadership and external providers, and using multiple data systems for strategic planning, emergency preparedness, and continuous quality improvement.

Responsibilities

Develop, implement, and oversee quality management programs and performance improvement initiatives across the Northeast Area.
Monitor and evaluate Area-funded programs and contracted providers for service quality, performance, and compliance with standards, policies, and regulations.
Direct reviews of critical incidents, complaints, and service delivery concerns, including fact-finding, timely responses, and corrective actions.
Coordinate contract monitoring and performance reviews for community-based services, including Adult Community Clinical Services (ACCS).
Establish quality management priorities, performance measures, and reporting processes to track progress, identify trends, and inform management decisions.
Oversee risk management activities, identify service delivery risks and organizational vulnerabilities, and recommend preventive and corrective measures.
Support Performance Improvement and Corrective Action Planning activities, including provider PIP and CAP development, progress monitoring, escalation protocols, and communication with DMH Central Office.
Direct utilization management and review activities to assess the appropriateness, effectiveness, and quality of services provided to individuals receiving DMH-supported care.
Support the setting of quality improvement metrics and targets for the Northeast Area, Site Offices, and provider partners.
Develop, review, and recommend Area-wide policies, procedures, and operational practices that promote compliance, consistency, accountability, and continuous improvement.
Lead and coordinate emergency preparedness planning with Area leadership, Site staff, and community partners.
Supervise and support quality management, risk management, utilization management, and administrative staff, setting priorities and promoting development and accountability.
Collaborate with Area leadership, clinical teams, program directors, contracted providers, and DMH Central Office to address service delivery challenges and coordinate improvement efforts.
Prepare and present quality findings, performance analyses, and recommendations using data from multiple information systems.
Participate in Northeast Area leadership activities, including NEA REI activities, chairing or co-chairing committees, and coordinating event attendance.
Support procurement and re-procurement of Northeast Area contracts by participating in review committees as appropriate.