Quality Improvement Manager
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 Objective: The Quality Improvement (QI) Manager is responsible for overseeing the contract deliverables, quality improvement, and key performance indicators for the National Suicide Prevention Lifeline (a network of 170+ independently owned crisis centers across the country) and related subnetworks.
Primary Program: National Suicide Prevention Lifeline
Reports to: Director of Network Operations
Essential Duties and Responsibilities:
Manage Quality Improvement (QI) activities for the Lifeline Network Centers and ensure adherence to all funder and agency QI goals; ensuring that all deliverables are met:
Coordinate a plan for Quality Improvement to review call/chat trends, troubleshoot concerns/complaints, and share data with Vibrant team, funders and other key stakeholders ensuring that all operational grant related program goals and objectives are measured, met and or exceeded and develop strategies for improvement.
Convene and facilitate quarterly QI Committee meetings to highlight program successes, challenges, and trends within each department of the Lifeline
Complete all QI/Outcome reports for external funders/stakeholders (SAMSHA; Vibrant QI Report; etc.) in a timely manner.
Work with the Standards, Training, and Practices division to ensure the ongoing clinical performance and necessary training/coaching of the network and sub-network centers.
Review daily, week, monthly operations reports, analyzing trends and challenges.
Manage the Backup Sub-network by being their main point of contact, overseeing the submission of contracts, submitting invoices, tracking deliverables and facilitate the monthly and quarterly conference calls and meetings as needed.
Manage the Spanish Sub-network by overseeing the submission of contracts, submitting invoices, tracking deliverables, and ensuring ongoing quality improvement.
Oversee the adherence to the implementations of new operational policies and procedures throughout the Network.
Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; bench-marking state-of-the-art practices; participating in professional societies.
Supervise and meet regularly with the Network Operations team to ensure:
Effective quality improvement processes and follow-up with consumer/stakeholder concerns/complaints/requests.
All Lifeline subcontractors meet or exceed their deliverables.
Manage and analyze performance trends and KPIs for the Lifeline subnetworks.
Oversee the complaints process. This includes but is not limited to ensuring that the coordinators are engaging with the centers to investigate situations, completing all follow up tasks and paperwork, inputting all data into the tracking system, and running all grievance reports each month.
Represent Lifeline at major national or regional conferences/meetings and advisory committees as needed.
Initiate related discussions on the NRC discussion boards and write related blogs for program announcements;
Other duties as assigned.
Excellent verbal, written, and computer skills.
Courteous and professional manner.
Experience a high degree of comfort with public speaking.
Effective time management and organizational skills.
Experience in program management and excellent supervisory skills.
Strong customer-service and leadership skills.
Ability to foster teamwork, work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
Ability to lead, positively influence others to achieve results that are in the best interest of the organization.
Ability to be flexible and versatile in a changing work environment while maintaining effectiveness and efficiency.
Ability to interpret and manage program budgets.
Intermediate to advance skills with MS Office, including Word, Excel PowerPoint
Master’s Degree in Business Administration, Project Management, Public Health/Administration, Social Work/Counseling or related field and at least 5 years of management/supervision experience.
Experience in the non-profit sector, mental health, suicide prevention, crisis intervention and/or mental health information and referral services experience a plus.
Knowledge and expertise of public health issues such as capacity building and sustainability (funding streams, payment methods, efficiencies, etc.) preferred.
Applicants should be comfortable working independently.
Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks’ vacation, plum benefits, etc.
Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.