Quality Coordinator

Los Angeles LGBT Center•Los Angeles, CA

2d•$34 - $35•Onsite

About The Position

The Quality Coordinator (QC) is responsible for support of Quality Management (QM) systems that maintain and improve the quality of services in Health Services (HS) at the Los Angeles LGBT Center. In collaboration with the Center’s QM team, the QC will create and operate systems to improve equitable access to health care services provided by the Center. Activities will include system development, direct contact with clients, and development and deployment of educational programming that focuses on the specific needs and concerns of the LGBTQ community. This position is also responsible for managing patient feedback mechanisms, including tracking, routing, and resolving client complaints and grievances in collaboration with the Quality team and Care Teams. Additionally, the QC may facilitate patient focus groups and workgroups to ensure client-centered input is integrated into quality improvement efforts and program planning.

Requirements

Minimum 2 years of education in a health or public health-related field, or equivalent work experience
Ability to work independently and collaboratively to meet defined goals and deadlines
Strong organizational, analytical, and prioritization skills with keen attention to detail
Ability to take real-time meeting notes and summarize key information from meetings, training, and client feedback
Proficiency with electronic health records systems, word processing, spreadsheets, and general computer use, including typing
Excellent interpersonal, oral, and written communication skills and demonstrated ability to work effectively with healthcare providers, consumers, and staff at all levels
Cultural competency in assessing and supporting systems of care serving gay, lesbian, bisexual, and transgender patient populations

Nice To Haves

Spanish fluency strongly preferred

Responsibilities

Lead quality-related workgroups and initiatives, setting priorities, guiding cross-functional collaboration, and driving decision-making to improve clinical and operational performance
Design and oversee the development of performance dashboards and advanced analytical tools, determining appropriate methodologies and metrics to evaluate outcomes
Conduct complex data analysis and interpret findings to make strategic recommendations to leadership that influence quality improvement and departmental goals
Develop and propose quality improvement strategies, including technical assistance needs and monitoring adaptations, based on data insights and industry standards
Identify systemic barriers to quality performance and develop data-driven solutions in alignment with the annual Quality Management Plan and regulatory compliance
Manage cross-functional quality initiatives, exercising discretion in allocating resources, establishing timelines, and coordinating with stakeholders to ensure project success
Design and deliver capacity-building training programs to expand departmental knowledge and integration of evidence-based quality practices
Contribute to departmental strategic planning by providing expert analysis, identifying risks and opportunities, and advising on quality improvement priorities
Manage the full lifecycle of patient feedback, including intake, documentation, investigation, and resolution of complex complaints and grievances, ensuring compliance with regulatory standards
Analyze patient experience data to identify systemic trends and develop recommendations that enhance patient-centered care and service delivery
Maintain strict confidentiality standards and determine appropriate access to sensitive data for patients, staff, volunteers, and auditors in accordance with policy
Represent the department during external audits and site visits conducted by health plans, federal, state, and local regulatory agencies, ensuring accurate presentation of quality processes, documentation, and outcomes
Monitor for potential compliance risks and escalate concerns that could impact quality or ethical operations