Quality Investigations Specialist

Vinfen•Cambridge, MA

5h•$60,000 - $80,000

About The Position

The Quality Investigations Specialist is an important part of the Quality team responsible for conducting timely and thorough investigations into grievances, complaints and alleged human rights violations. The Investigations Specialist will manage the process for internal and regulator-assigned grievances and complaints from start to finish, including: scoping and planning the investigation to understand and address the complaint; conducting interviews with persons served, staff, guardians/ family and other stakeholders; writing initial report and findings; collaborating with Senior Managers and Executives for approval and submission; distributing completed reports; and assigning action plans.

Requirements

Strong organization, writing and communication skills
Ability to engage in and lead focused interviews with diverse individuals to understand sequences and events
Ability to manage multiple projects and competing priorities, demonstrating leadership, self-direction and flexibility
Ability to read and understand regulatory frameworks and program requirements
Ability to navigate electronic health records and other documentation systems to conduct chart reviews
Comfort working with individuals with disabilities
Strong project management skills
Attention to detail
Sensitivity to cultural, religious, racial, disability, and gender issues
Knowledge of computer applications and equipment including Microsoft Teams and Zoom for conducting interviews
At least 2 years' experience in qualitative research, communications or compliance fields.
Ability to follow instructions and pre-established guidelines to perform the functions of the job.
Strong written and verbal communication skills
Strong attention to detail, analytical and organizational skills
Ability to work on time-sensitive matters
Ability to work independently
Ability to work with a certain degree of creativity and latitude
Access to a reliable vehicle and ability to travel to program sites on an as needed basis
Ability to lift at least 25 pounds using proper lifting techniques.
Ability to operate a computer and other office equipment such as a calculator, copier, and printer.
Ability to remain in a stationary position 50% of the time as needed.
Ability to bend, reach, file, sit, stand and move around the facility.
Ability to speak, hear and communicate with clients, staff and external representatives.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

Experience working in locations licensed by MA Dept of Mental Health, MA Dept. of Public Health and/or MA Bureau of Substance Addiction Services or awareness of regulatory frameworks for behavioral health clinics preferred
A bachelor's degree is required. In some instances, experience may be substituted for academic training.

Responsibilities

Collaborates with Assistant Director of Quality and Quality Improvement Specialist to manage assignment and tracking of investigations received from funding agencies and internal divisions
Plans, coordinates, schedules and executes on investigations following structured process; may manage up to 10 investigations at different stages at a time
Conducts chart reviews and documentation audits related to incidents and complaints
Conducts focused interviews in person (in the program) or virtually as needed with people served, staff, program leadership, guardians/ family members, and other key stakeholders related to the incidents or complaints
Reads and understands all appropriate regulations related to the incidents or investigations
Draws meaningful conclusions about what happened in the incidents, whether the program violated a rule or human rights protection, and appropriate action steps to rectify the situation and/or prevent similar incidents in the future
Writes investigation reports for all completed investigations following the template
Coordinates with Program Leadership and Executives related to each investigation and report
Distributes completed reports
Assists in tracking the action steps and conclusions for ongoing quality improvement
Supports efforts to understand and analyze trends in investigation outcomes, including patterns in occurrences and findings, reports to senior management as needed
Performs other related duties as assigned