Senior Manager, Quality Improvement

Job Title: Senior Manager, 988 Quality Improvement

Department: 988 Quality Improvement
Reports to: Director, 988 Quality Improvement
Location: Remote
Salary Range: $66,400 - $111,900

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 Senior Manager of Quality Improvement (QI) leads the development and implementation of quality improvement initiatives for the 988 Lifeline (a network of 200+ independently owned crisis centers across the United States). The Senior Manager works closely with QI Managers, QI Specialist, and Vibrant leadership to identify areas of improvement for service delivery and develop strategies to enhance consumer outcomes, and increase safety, and satisfaction. This individual is responsible for monitoring and evaluating the effectiveness of quality improvement initiatives and providing regular reports to senior leadership.

Duties/Responsibilities:

• Develop and implement quality improvement initiatives to enhance outcomes, and increase safety, and satisfaction across the 988 Lifeline Network.
• Collaborate interdepartmentally and with 988 QI Managers and Specialists to identify areas for 988 network service improvement and develop strategies to address them.
• Monitor and evaluate the effectiveness of 988 quality improvement initiatives and provide regular reports to senior leadership.
• Develop and implement internal training programs to educate Vibrant and QI staff on quality improvement initiatives and best practices.
• Work with QI Managers and QI specialists to collect, analyze, and report KPIs (Key Performance Indicators), outcome reports for external funders (SAMHSA, Vibrant, Board Reports, Committee Reports, etc.), and other data on consumer outcomes, complaints, critical incidents, and satisfaction promptly.
• Manage investigations and analysis of 988 Lifeline complaints with a particular focus on the failure of 988 Lifeline centers to adhere to recommended best practices, mandated policies, or procedures.
• Stay up to date on trends and best practices in crisis intervention and quality improvement.
• Foster a culture of continuous improvement by ensuring Vibrant and QI staff participate in quality improvement initiatives and promote open communication.
• Develop and maintain relationships with external partners, such as 988 Lifeline Centers, and funding agencies like SAMHSA to ensure compliance with contractual obligations and clinical standards.
• Manage a team of quality improvement managers and specialists by providing guidance and support to ensure their ongoing success for themselves and Vibrant.
• Perform other duties/responsibilities, as assigned, within the scope of the position.

Required Skills/Abilities:

• Strong leadership skills with the ability to motivate and inspire teams to achieve goals.
• 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. 
• Solid understanding of quality management principles, e.g., total quality management, Six Sigma, lean manufacturing, and ISO standards.
• Ability to analyze complex data sets and identify patterns, trends, and insights that can be used to drive quality improvement initiatives.
• Ability to plan, execute, and manage complex quality improvement projects, including setting project goals, developing project plans, and monitoring project progress.
• Ability to identify and solve complex problems related to quality improvement, including identifying root causes, and developing effective solutions.
• A commitment to continuous improvement, including a willingness to identify areas for improvement and implement changes to drive ongoing improvement.
• Ability to think strategically and develop long-term plans for quality improvement that align with Vibrant’s overall goals and objectives.

Required Qualifications:

• Bachelor's degree in mental health/suicide prevention, healthcare administration, or a related field; master's degree preferred.
• 5+ years of experience in clinical quality improvement, with a demonstrated track record of success in developing and implementing quality improvement initiatives.

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.