Manager, Quality Improvement (Monitoring)

Position Title: Manager, Quality Improvement

Department: Quality Improvement
Reports to: Director, Quality Improvement
Schedule: Mon-Fri 9-5
Pay Range: $66,400 - $111,900

This role is endowed/subsidized through September 2026, with the possibility of renewal based on performance and funding.

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 Overview:
The Quality Improvement Manager oversees and coordinates proactive quality improvement efforts for 988 Lifeline, a network of 200+ independently owned crisis centers across the country. This role entails managing, developing, and implementing quality improvement activities to ensure optimal performance of all centers. The Program Manager will focus on leading 988 QI efforts related to program activities. By utilizing their project management expertise, they will enhance operational efficiency, optimize performance, and ensure compliance with quality standards. This position involves frequent interaction with Lifeline network centers and leaders in the suicide prevention and crisis center communities, overseeing the planning, execution, and monitoring of quality improvement programs and projects to achieve measurable improvements and deliver successful outcomes for 988 Lifeline crisis service delivery.

Duties/Responsibilities:

Lead the development and implementation of a comprehensive quality improvement program for the 988 Lifeline Network, aiming to ensure the achievement of quality objectives.
* Coordinate all quality improvement efforts to meet the expectations of funders and align with Vibrant's objectives, ensuring all commitments are met.
* Lead implementation of AI-powered quality improvement processes, ensuring alignment with organizational goals and compliance with legal and regulatory requirements.
* Ensure quality improvement efforts are sustained and continuously enhanced across all 988 service modalities, including voice calls, chat, text, and video-phone, to maintain consistent high-quality clinical services.
* Oversee the redesign and ongoing development of a Quality Monitoring Measure/Form to ensure alignment across the network in meeting clinical standards and best practices
* Prepare and submit reports on quality improvement and outcomes to external funders and stakeholders, including SAMHSA and Vibrant, which may include QI Reports, Board Reports, and Committee Reports as required.
* Assess the performance of centers within the 988 network, addressing any issues, analyzing data, and developing strategies for enhancement to ensure continuous improvement.
* Lead regular meetings focused on quality improvement to assess program outcomes, deliverables, and key performance indicators (KPIs).
* Work alongside other departments to initiate quality improvement activities that guarantee crisis centers meet 988 Lifeline operational and clinical KPIs and compliance standards.
* Handle investigations into any issues or non-compliance incidents, ensuring adherence to best practices and mandated guidelines.
* Arrange and lead discussions with funders and senior leadership about quality improvement projects as necessary.
* Organize and conduct meetings with funders and executive leadership to discuss and explain quality improvement initiatives, as needed.
* Manage direct reports, share best practices with network members, and oversee staff development and performance management.
* Cooperate closely with co-managers, aiming to improve team dynamics and achieve collective objectives.
* Undertake additional duties as required, in line with the role's scope, to contribute to Vibrant's overarching goals.

Required Skills/Abilities:
* Proficiency in English, both written and oral
* Experience in Statistical Analysis and Measure/Tool Design, including experience with Inter-Rater reliability and validity.
* Proficiency in AI-powered solutions for quality improvement initiatives, including understanding of machine learning applications in healthcare, change management for technology adoption, and ensuring ethical AI practices in quality improvement.
* Flexibility and adaptability to navigate changing priorities and respond to emerging needs.
* Strong problem-solving skills with the ability to develop effective solutions.
* Project development, management, and implementation experience.
* Intermediate to advanced knowledge of Microsoft Office and Google Suite.
* Basic knowledge of contact center data and analytics.
* Exceptional attention to detail with effective time management and organizational skills.
* Courteous and professional demeanor in interactions with stakeholders and individuals at all levels of the organization.
* Strong customer-service orientation, with a focus on meeting the needs and expectations of service users.
* Excellent written and verbal communication skills, including the ability to convey complex information clearly and concisely.
* Proficient in data analysis and interpretation to drive evidence-based decision-making.
* Knowledge of quality improvement methodologies, tools, and techniques.

Decision Making
* Identifies multifaceted problems affecting the achievement of individual goals and provides solutions.
* Decisions have a minor organizational impact that may require consultation with internal and external stakeholders regarding issues, possible solutions, and implementation of alternatives.
* Analyzes and interprets issues, realigns responsibilities, commits resources, and proposes alternative solutions.
* Implements solutions for minor projects after approval; held accountable if no action is taken.
* Multi-factor decision-making requires research and analysis, subject to supervisory guidance.
* All decisions are built out by the senior manager and then brought to department leadership for approval.

Scope of Responsibility/Accountability:
* Manages programs/projects, creates, and implements work plans and objectives. Leading, engaging, and managing a team of Quality Improvement Specialists, with the ability to foster team cohesion and drive performance.
* Monitors and evaluates interim results and develops contingency plans if objectives are off track.
* Performance is reviewed by senior manger/director level and above.
* Performance and outcomes are subject to review by senior management.
Managing/Directing Work:
* Interprets standards, communicates constructive feedback, and guides others in developing their capacity to perform more effectively.
* Participates in planning and implementing small-scale work activities and contributes to the evaluation of results for assigned objectives.
* Manages their task list with minimal supervision.

Job Knowledge:
* Technical understanding of AI/ML, data analytics and software integration
* Experience in Agile Technology development or similar
* Demonstrated ability to collaborate cross-functionally and partner with stakeholders
* Has general knowledge of professional principles and practices and can function on a team.
* Clear demonstration of project management within their department.
* Knows how to balance priorities and demonstrates a passion for their field of work.

Background/Education Required:
* Bachelor's degree in mental health/suicide prevention, healthcare administration, or a related field; master's degree preferred.
* Proficient English both written and oral
* 3-5 years of experience in clinical quality improvement, with a demonstrated track record of success in developing and implementing quality improvement initiatives.
* Strong leadership skills with the ability to motivate and inspire teams to achieve goals.
* Excellent analytical and problem-solving skills, with the ability to collect and analyze data to drive decisions.
* Strong communication skills, with the ability to communicate effectively with clinical staff, leadership, and external funding partners.
* Knowledge of regulatory requirements including HIPAA, clinical training requirements for crisis intervention, confidentiality, privacy, etc.

Physical Requirements:
* Must be able to remain in a stationary position 50% of the time
* Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
* Will frequently communicate over video calls with internal and external stakeholders

Vibrant Emotional Health is committed to the full inclusion of all qualified individuals. As part of this
commitment, Vibrant will ensure that persons with disabilities are provided reasonable accommodations
for the hiring process. If reasonable accommodation is needed, please contact People Operations.

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

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.

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address.