Central City Concern is an innovative nonprofit agency providing comprehensive services to single adults and families in the Portland metro area who are impacted by homelessness, poverty and addictions. We hire people that are skilled and passionate to meet our mission to end homelessness through outcome-based strategies which support personal and community transformation.

The Quality Business Partner II is a key member of the Quality department, responsible to partner with one or more specific service lines or sub-service lines and leaders to meet and exceed all applicable quality standards and to continuously improve performance. The Quality Business Partner II also holds responsibility for providing coordination of and support to quality-related activities at the overall service line level, including coordinating data and inputs from Quality Business Partners.

As a member of the Quality department, the Quality Business Partner II is responsible for supporting all domains of quality in their assigned service lines, including safety, effectiveness, client-centeredness, timeliness, efficiency, and equity. The Quality Business Partner works closely with, coaches, and provides support to other members of the Office of Integration and Innovation (OII) department and Quality team, organizational leadership, program leaders and teams, and other enabling services departments to assure and improve quality. The Quality Business Partner is expected to perform with a very high degree of independence, including demonstrating strong initiative and exercising exceptional professional judgment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Support business partners with developing and managing quality and pay-for-performance metrics:

• Identify and evaluate all applicable external quality metric programs, including developing familiarity with metric specifications, pay-for-performance program methodology, and data sources.
• Act as a representative of CCC in external meetings related to quality metrics and pay-for-performance programs. In consultation with service line leader and supervisor, advocate on behalf of CCC in these settings.
• Where needed, support the development of internal quality metrics to support strategic and performance priorities, including partnering with Decision Support to develop metric specifications.
• At a service line level, in consultation with service line leader and supervisor, lead the annual process of selecting quality plan metrics and setting performance goals for inclusion in CCC’s quality plan.
• Consult with program leaders and staff who are leading small-scale performance improvement projects, such as plan-do-study-act cycles (PDSAs) to improve performance on quality metrics.
• Facilitate PDSAs designed to deliver priority quality metrics as selected by service line leader and supervisor/

Provide quality-related business analysis and insights to support leadership decision-making and drive action:

• Analyze program and service line performance trends on key quality metrics, including pay-for-performance and operational metrics, to identify opportunities for improvement.
• Support internal operational performance review activities for assigned service line or sub-service line, including attending operational performance review meetings, preparing materials on behalf of or in collaboration with program or service line leaders, and developing performance insights for review.
• Support internal operational performance review activities at the division level, including attending division-level operational performance review meetings, preparing materials for review, and developing performance insights for review.
• Lead the development of quality-related pay-for-performance revenue forecasts:
o Develop pay-for-performance forecasts to support annual budgets.
o Develop midyear updates to pay-for-performance forecasts to support revenue accrual.
o Provide coaching and support to Quality Business Partners participating in the pay-for-performance forecasting process.
• Support the annual strategy planning process through quality-related business analysis and insight development.

Partner with business leaders and administrative partners to support regulatory readiness and oversight activities:

• Evaluate accreditation standards and assist leaders in developing policies and procedures that will enable programs to satisfy requirements.
• Conduct periodic readiness assessments to evaluate whether programs are adhering to accreditation standards and to identify gaps or risks in readiness for oversight.
• Facilitate the completion and submission of accreditation applications.
• Support preparation for accreditation reviews, including reviewing and updating documentation, preparing program staff for interviews, and other activities as needed.
• Partner with program leader and Compliance on corrective action related to accreditation reviews.
• Identify when an operational excellence project is required to close a gap between current state and a regulatory or accreditation requirement.

Partner with business leaders to lead operational excellence and improvement projects:

• Assist with identification and prioritization of operational excellence and improvement projects. This includes spending time engaged with programs and staff observing them in their work, attending leadership and other meetings to gather priorities, and other observational work necessary to deeply understand the business, its current state, and its priorities for improvement.
• Partner with program leaders to scope and plan operational excellence and improvement projects.
• Design and facilitate process design and quality improvement interventions for operational excellence and improvement projects.
• Facilitate the development, updates, and improvement of service blueprints and supporting collateral materials, such as job aids, tip sheets, and training materials.
• Participate in the development of quality improvement training materials.
• Participate in the development of CCC’s standard quality improvement toolkit and the OII internal toolkit.
• Train program leaders and staff, using approved materials and tools, to participate in quality improvement activities.
• Assist with identification and prioritization of operational excellence and improvement projects. This includes spending time engaged with programs and staff observing them in their work, attending leadership and other meetings to gather priorities, and other observational work necessary to deeply understand the business, its current state, and its priorities for improvement.
• Partner with program leaders to scope and plan operational excellence and improvement projects.
• Design and facilitate process design and quality improvement interventions for operational excellence and improvement projects.
• Facilitate the development, updates, and improvement of service blueprints and supporting collateral materials, such as job aids, tip sheets, and training materials.
• Lead the design, development, and continuous improvement of quality improvement training materials, including providing coaching and support to Quality Business Partners as they participate in the content development process.
• Lead the design, development, and continuous improvement of CCC’s standard quality improvement toolkit and the OII internal toolkit, including providing coaching and support to Quality Business Partner s as they participate in the content development process.
• Act as a lead quality improvement trainer:
o Train program leaders and staff to participate in quality improvement activities.
o Train select program leaders and staff to lead PDSAs within the scopes of their roles.

Participate as a Quality subject-matter expert in major organizational projects and support successful transition from project to program operations:

• Leverage deep knowledge of programs, service lines, workflows, and quality and regulatory requirements to ensure that service design activities facilitated by third parties or CCC quality consultants will be practicable, compliant, and either aligned with CCC’s existing practices or able to be spread back into the organization to ensure consistent workflows across the system.
• Partner with thirty-party service design facilitator or CCC quality consultant to develop a sustainment plan to ensure the ongoing success of a new program once go-live is completed.

Perform other duties and responsibilities as assigned and consistent with CCC policies and agreements:
1. Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to CCC policies and agreements regarding confidentiality, privacy, and security. Support compliance with all privacy and security requirements pursuant to community partners’ and outside providers’ patient confidentiality agreements, including privacy and security requirements for EMR access. This includes immediately reporting any breach of protected health information or personal identification information of any person receiving CCC services by CCC or an outside provider to the CCC Compliance Department, as well as to your supervisor or their designee.
2. Provide good customer service.
3. Attend all mandatory CCC trainings in a timely manner.
4. Other duties as assigned.
5. CCC cell phone

SKILLS AND ABILITIES:

1. Ability to consider the impacts and outcomes for underserved communities during decision-making processes.
2. Ability to consider impacts of systems of oppression, structural racism, and individual bias on client outcomes.
3. Advanced quality assessment and problem analysis skills, including the ability to select appropriate structured tools for assessing and analyzing problems and to train and coach others in assessing quality and analyzing problems.
4. Advanced analytic skills, including the ability to assemble data specific to the analysis needed, perform advanced statistical analysis, partner with data developers in the development of data tables, and select the appropriate visual to reflect analysis conclusions.
5. Demonstrated knowledge of quality standards, such as Joint Commission, CARF, or NCQA Patient-Centered Medical Home.
6. Demonstrated knowledge of pay-for-performance or value-based reimbursement program structures and principles, including ability to develop revenue forecasts.
7. Advanced critical thinking skills, with the ability to challenge assumptions and identify root causes to problems.
8. Sound decision-making skills and excellent professional judgment.
9. Advanced leadership skills, with the ability to effectively coach, facilitate, and train groups and individuals.
10. Excellent customer service, including the ability to demonstrate diplomacy and tact with a wide range of constituencies under stressful circumstances.
11. Highly adaptable, with the ability to respond flexibly and positively to change and apply past learning to novel situations.
12. Advanced communication skills, with the ability to communicate clearly, concisely, and appropriately both orally and in writing.

MINIMUM QUALIFICATIONS:

1. Required: one of the following combinations of education and experience:
a. Master’s degree in social work, public health, public administration, business, or another relevant field and 5 years of experience with quality or project management; OR
b. Bachelor’s degree in a relevant field, combined with at least 1 professional certification such as Lean/Six Sigma black belt or Certified Professional in Healthcare Quality (CPHQ) and 5 years of experience with quality or project management; OR
c. Bachelor’s degree in a relevant field and 7 years of experience with quality or project management.
2. Required: quality or project management experience in a healthcare, social services, or safety net setting.
3. Required: High level of computer literacy, including the ability to learn new applications.
4. Required: proficient with Microsoft Office and with at least one workflow diagramming tool, such as Lucid or Visio. Strongly preferred: proficient with any of the following:
a. Electronic medical records;
b. Case management software; or
c. Web-based collaboration tools such as Mural or Miro.
5. Ability to adhere to Central City Concern’s drug-free workplace which encourages a safe, healthy and productive work environment and strictly complies with the Drug-Free Work Place Act of 1988. An employee shall not, in the workplace, unlawfully manufacture, distribute, dispense, possess or use a controlled substance or alcohol.
6. Must pass a pre-employment drug screen and background check.
7. Must adhere to agency’s non-discrimination policies.
8. Ability to effectively interact with co-workers and clients with diverse ethnic backgrounds, religious views, cultural backgrounds, lifestyles, and sexual orientations and treat each individual with respect and dignity.

Benefits: Central City Concern offers an incredible benefits package to our Regular/FT employees:

• Generous paid time off plan which provides up to 4 weeks of PTO accrual in the first year. Accrual increases with longevity.
• Amazing 403(b) Retirement Savings plan with competitive employer match with 4.25% in the first year, 6% in the second year, and 8% in the 3rd year.
• 11 paid Holidays PLUS 2 Personal Holidays to be used at the employee’s discretion.
• Comprehensive Medical, Vision, and Dental insurance coverage.
• Employer Paid Life, Short Term Disability, AND Long Term Disability Insurance!
• Excellent relocation package for those roles that qualify.
• Sabbatical Program offering extended time off at years 7, 14, and 21.

This description is intended to provide a snapshot of the work performed and is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of the position.

As an agency deeply rooted in recovery, part of our policy and commitment to a drug and alcohol-free workplace includes post-offer, pre-employment drug screens. Please note we follow Federal Guidelines regarding prohibited substances, even for those legal at the state level.

Central City Concern is a second chance employer and complies with applicable laws regarding consideration of criminal background for employment purposes. Government regulations, contractual requirements, or the duties of this job may require CCC to conduct a background check and take appropriate action to address prior criminal convictions.