Quality Improvement Specialist

Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health's groundbreaking solutions have delivered high-quality services and support, when, where, and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Summary:

The Quality Improvement Specialist is responsible for coordinating all 988 Lifeline (a network of 200 independently owned crisis centers across the country) proactive quality improvement efforts. The QI Specialist assists and collaborates with the QI Manager to conduct quality improvement activities for the 988 Lifeline to ensure that all centers are performing optimally. The QI Specialist coordinates internal quality improvement efforts related to all program activities. 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 program 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 facilitating regular program QI meetings with centers 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 measure clinical performance and 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:

• Fluency in the English language, both oral and written
• Strong analytical skills; ability to problem-solve
• Intermediate to advanced knowledge of Microsoft Office and Google Suite
• Experience in Quality Improvement and compliance activities
• 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 and independently
• Strong customer-service orientation
• Project development, management, and implementation

Qualifications:

• Bachelor's Degree or Master's degree strongly preferred in Healthcare, Public Health or Social Sciences, (along with professional clinical licensure LCSW, LMFT, LMHC, PhD, PsyD if applicable).
• 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.