Specialist, Quality Improvement

Vibrant Emotional Health

2d•$33 - $44•Remote

About The Position

The Quality Improvement Specialist coordinates proactive quality improvement efforts for a designated program and collaborates with the Quality Improvement Manager to help ensure all centers perform optimally. The role coordinates internal quality improvement activities across program operations and requires frequent interaction with 988 Lifeline network centers and leaders in the suicide prevention and crisis center communities. The Specialist supports development and implementation of quality improvement plans, monitors performance and deliverables, analyzes data and complaints, and prepares reports on program outcomes and key performance indicators. The position is remote and scheduled Monday through Friday, 9 AM to 5 PM ET. The stated hourly range is $32.80–$44.07.

Requirements

Bachelor's degree required.
Strong analytical and problem-solving skills.
Intermediate to advanced knowledge of Microsoft Office and Google Suite.
Basic knowledge of contact center data and analytics.
Ability to work effectively in a fast-paced, changing work environment.
Exceptional attention to detail and effective time-management and organizational skills.
Strong presentation and public-speaking skills.
Ability to work cooperatively and effectively with others.
Strong customer-service orientation.
Project development, management, and implementation skills.

Nice To Haves

Master's degree in Healthcare, Public Health, or Social Sciences.
Prior experience at a crisis center or interest in mental health or suicide prevention.
Familiarity with the nonprofit sector.
Experience with compliance, quality improvement activities, and data analysis.

Responsibilities

Assist with developing, coordinating, and implementing a formal quality improvement plan across a large network of crisis centers.
Support monitoring internal quality improvement activities and adherence to funder and agency goals, ensuring deliverables are met.
Support completion of quality improvement and outcome reports for external funders and stakeholders, including SAMHSA, Vibrant QI, Board, and committee reports.
Assist with monitoring, analyzing, and reporting on performance, and support development of improvement strategies.
Coordinate and support regular program quality improvement meetings to review outcomes, deliverables, and KPIs.
Collaborate with other departments on proactive quality improvement activities to ensure member crisis centers comply with contracted Lifeline operational and clinical KPIs.
Investigate claims, complaints, and grievances involving the organization or crisis centers, including alleged failures to follow recommended practices or mandated policies and procedures.
Collect and analyze data, set key performance indicators, and measure progress.
Work cohesively with a team of Quality Improvement Specialists.
Prepare written reports, assemble data, and develop charts and graphs representing KPIs and other data.
Perform other duties and responsibilities as assigned within the scope of the position.