Specialist, Quality Improvement

Specialist, Quality Improvement The Quality Improvement (QI) Specialist is responsible for coordinating all of the designated program's proactive, quality improvement efforts. The QI Specialist assists and collaborates with the QI Manager to conduct quality improvement activities for the program to ensure that all centers are performing optimally. The QI Specialist coordinates internal quality improvement efforts related to all program activities. This position requires fluency in American Sign Language (ASL). This position requires frequent interaction with 988 Lifeline network centers and leaders in the suicide prevention and crisis center communities. Duties/Responsibilities: Assist with the development, coordination, and implementation of a formal quality improvement plan across a large network of crisis centers to achieve quality improvement goals Support with monitoring internal QI activities and ensure adherence to all funder and agency QI goals; ensuring all deliverables are met Support with ensuring all QI/Outcome reports for external funders/stakeholders (SAMSHA; Vibrant QI Report; Board Reports, Committee Reports, etc.) are completed promptly Assist with monitoring, analyzing, and reporting on performance, and support with developing strategies for improvement Coordinate and support with leading regular program QI meetings to review program outcomes/deliverables/KPIs Collaborate with other departments to develop proactive QI activities to ensure member crisis center's compliance with contracted Lifeline operational and clinical KPIs Conducts analysis and investigation of claims/complaints/grievances against their organization or crisis centers, including failure to adhere to recommended best practices or mandated policies and procedures Conducts data collection, utilizing analysis and measurement skills to set key performance indicators and measure progress Works cohesively alongside a team of Quality Improvement Specialists Prepares written reports, assembles data, and develops charts and graphs representing key performance indicators and other data Performs other duties/responsibilities, as assigned, within the scope of the position. Required Skills/Abilities: Strong analytical skills; ability to problem-solve Intermediate to advanced knowledge of Microsoft Office and Google Suite Basic knowledge of contact center data and analytics Ability to be effective in a fast-paced, ever-changing work environment Exceptional attention to detail with 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 Required Qualifications: Bachelor's Degree required, Master's degree preferred in Healthcare, Public Health or Social Sciences Prior experience at a crisis center or an interest in mental health/suicide prevention, familiarity with the nonprofit sector preferred Experience with compliance and quality improvement activities and data analysis preferred Fluency in American Sign Language (ASL) Required Physical Requirements: Must be able to remain in a stationary position 50% of the time Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer Will frequently communicate over video calls with internal and external stakeholders Vibrant Emotional Health