Manager, Quality Improvement

Department: Quality Improvement
Reports to: Senior Manager, Quality Improvement
Schedule: Mon - Fri, 9 - 5 (Remote)
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 is responsible for managing all 988 (a network of 190+ independently owned crisis centers across the country) proactive, quality improvement efforts. The QI Manager will manage, develop and oversee quality improvement activities to assure that all centers are performing optimally. They also collaborate frequently with other internal teams and related compliance of all network members providing both routine and special services for the Lifeline. The QI Manager manages internal quality improvement efforts related to all program activities. This position requires frequent interaction with 988 network centers and leaders in the suicide prevention and crisis center communities.

Duties/Responsibilities:

• Manage, coordinate, and implement a formal quality improvement program across a large network of crisis centers to achieve quality improvement goals.

• Manage all internal QI activities and ensure adherence to all funder and agency QI goals; ensuring all deliverables are met

• Ensure all QI/Outcome reports for external funders/stakeholders (SAMSHA; Vibrant QI Report; Board Reports, Committee Reports, etc.) are completed in a timely manner

• Monitors, analyzes, manages and reports on performance, and develops strategies for improvement Convene regular program QI meetings to review program outcomes/deliverables/KPIs

• Collaborate with other departments to develop proactive QI activities to ensure member crisis center’s compliance with contracted Lifeline operational and clinical KPIs

• Oversees and is responsible for investigating any claims against their organization or crisis centers, including failure to adhere to recommended best practices or mandated policies and procedures as needed Organize and facilitate meetings with high level leadership explaining QI efforts

• Manage crisis centers and data collection, utilizing analysis and measurement skills to monitor key performance indicators and measure progress

• Oversee a team of Quality Improvement Specialists, providing on going management and supervision, overseeing the development of their staff

• Provide oversight to staff in preparation of written reports, assemble data, and develop charts and graphs representing key performance indicators and other data

• Participate in interviewing, hiring and onboarding of staff Engage in collective collaboration with co-managers on the team

• Perform other duties/responsibilities, as assigned, within the scope of the position.

Required Skills/Abilities:

• Strong analytical skills; ability to problem solve

• Ability to effectively lead, engage and manage a team of specialists Project development, management, and implementation skills

• Intermediate to advanced knowledge of Microsoft Office and Google Suite Experience in Quality Improvement and compliance activities

• Basic knowledge of contact center data and analytics

• Ability to be effective in a fast paced, ever changing work environment

• Exceptional attention to detail with effective time management and organizational skills Strong presentation and public speaking skills

• Ability to work cooperatively and effectively with others Strong customer-service orientation

Required Qualifications:

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

• Candidates with leadership experience at a crisis center, preferred

• Experience with compliance and quality improvement activities preferred

• Minimum 2 years of managerial/supervisory experience preferred

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

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.