Director – Quality Monitoring

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, strategize, and coordinate ongoing quality improvement initiatives for contact center systems (specifically Lifeline/988) through performance monitoring of programs, operational audits, internal and external data analysis, and the creation of timely performance reports.

• Ensure that quality improvement initiatives are maintained and progressively enhanced across all 988 service modalities, including voice calls, chat, text, and videophone, to uphold consistently high-quality clinical services.

• Review and audit departmental, program, and agency business practices, providing recommendations aimed at improving processes and the overall quality of service.

• Serve as a representative and spokesperson at meetings, conferences, and events, as well as in communications with network centers, SAMHSA, and other partners, as necessary.

⛳️ Requirements

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

• A minimum of 5-10 years in a managerial position focused on quality improvement/assurance or compliance is required.

• Strong skills in document and report writing, including experience in drafting policies & procedures, management reports, and similar documentation.

• Familiarity with local, state, and federal regulatory guidelines, as well as related quality improvement processes.

• Experience and considerable comfort with public speaking, including media interviews and presentations to senior-level executives, public officials, and other key policymakers, decision-makers, and influencers.

• Lean/Six Sigma knowledge or certification is a plus.

🏝️ Benefits

• Medical

• Dental

• Vision

• Supplemental income insurance

• Employer-paid disability insurance

• Employer-paid life insurance

• Pre-tax FSA for medical and dependent care

• 401K available