Manager, Quality Improvement – Monitoring

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

📋 Description

• Spearhead the development and execution of a thorough quality improvement program for the 988 Lifeline Network.

• Coordinate quality enhancement initiatives to align with funder requirements and organizational goals.

• Drive the application of AI-driven quality improvement processes.

• Maintain and advance quality improvement across voice calls, chat, text, and video-phone services.

• Supervise the redesign and ongoing evolution of the Quality Monitoring Measure/Form.

• Prepare and present quality improvement and outcome reports to funders and stakeholders, including SAMHSA and Vibrant.

• Evaluate 988 network center performance, analyze data, address challenges, and formulate improvement strategies.

• Facilitate meetings centered on program outcomes, deliverables, and KPIs.

• Work collaboratively across departments to ensure crisis centers meet operational, clinical, and compliance standards.

• Investigate issues and incidents of non-compliance.

• Lead discussions with funders, senior leadership, and executive leadership.

• Manage direct reports while overseeing staff development and performance management.

• Share best practices with network members and collaborate with co-managers.

• Develop and implement work plans and objectives, monitor outcomes, and create contingency plans.

⛳️ Requirements

• Proficient in English, with strong written and verbal communication skills.

• Experience in statistical analysis and design of measures/tools, including inter-rater reliability and validity.

• Proficient in AI-driven solutions for quality improvement initiatives.

• Familiarity with machine learning applications in healthcare.

• Skilled in change management for technology adoption.

• Understanding of ethical AI practices in quality enhancement.

• Experienced in project development, management, and implementation.

• Intermediate to advanced proficiency in Microsoft Office and Google Suite.

• Basic understanding of contact center data and analytics.

• Proficient in data analysis and interpretation.

• Knowledgeable about quality improvement methodologies, tools, and techniques.

• Bachelor's degree in mental health/suicide prevention, healthcare administration, or a related field.

• 3-5 years of experience in clinical quality improvement.

• Familiarity with regulatory requirements including HIPAA, clinical training requirements for crisis intervention, confidentiality, and privacy.

• Strong leadership, analytical, problem-solving, communication, organizational, and customer service skills.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Supplemental income insurance

• Employer-paid disability insurance

• Employer-paid life insurance

• Pre-tax FSA for medical and dependent care

• 401K available

• Reasonable accommodations for the hiring process