Quality Improvement Analyst - 988 Superb Benefits/Team Oriented

The Quality Improvement Analyst is responsible for the overall data management, reporting, and trend monitoring for the call center. They will also focus on monitoring the quality of care from call center staff given to callers to ensure that services meet all ethical, legal, and compliance guidelines. The Quality Improvement Analyst for 988 fosters collaborative relationships and teamwork within the call center, the organization, Vibrant, and state partners through training, education, and data management. The Quality Improvement Analyst thinks creatively and promote a “no wrong door” approach – that any program a client enters can provide a universal gateway to enter any New Vista Services. The Quality Improvement Analyst is a positive team player that promotes a culture of inclusion and participation.

Required Education and Experience

• Bachelor’s degree in a behavioral health field (psychology, social work, counseling, etc.)
• Experience in data reporting and measuring outcomes 

• Experience/education related to mental health, suicide, and/or substance use

Preferred Education and Experience

• Experience with customer service, particularly interactions with customers by phone
• One year of progressively responsible health care-related administrative experience

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Conduct chart reviews and call monitoring activities associated with contractual and regulatory guidelines
• Maintain all knowledgeable updates on performance measures 
• Maintain a working knowledge of state contractual agreement mandates, relevant regulatory changes and data requirement updates as provided by state contractual agreements
• Understand and help provide oversight of the policy and procedure practices for New Vista’s Call Center services
• Lead improvement processes requiring data collection, reporting, or action items that are on a timeline
• Assist in training and educating staff regarding performance improvement, quality related projects, and compliance/certification measures
• Monitors for trends in the reporting data, and help develop quality improvement programs to address these trends
• Participates in all quality improvement activities within the call center programs (i.e. 988, Engagement Specialists, Helpline, and 988 Volunteers).
• Performs other duties as designated by the Call Center Manager

While we welcome all to apply, there are some position specific background stipulations that must be met to comply with various regulatory and contractual requirements. 

New Vista prohibits discrimination and harassment against any applicant, employee or contractor based on sex, race, color, age, national or ethnic origin, religion, physical disability, mental disability, genetic information, marital status, sexual orientation, gender identity or expression, citizenship, pregnancy or maternity, protected veteran status, or any other basis prohibited by applicable federal, state or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, working conditions, promotion, termination, layoff, recall, transfer, leaves of absence, wage and salary administration, employee benefits and training. It is also the company’s policy to prohibit all forms of retaliation against any individual who has complained of harassing or discriminatory conduct, encouraged another to complain, participated in an investigation into such complaints, or opposed unlawful discrimination