Quality Assurance Coordinator - Healthcare jobs in Everett, WA

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center that provides suicide prevention/intervention, crisis intervention, and professional consultation services, including triaging requests for behavioral health evaluations. We provide brief crisis counseling and assist the community and clients in determining what services are most appropriate for the current behavioral health crisis. We operate regional and 988 crisis lines throughout the state of Washington. Recognizing and nurturing Diversity, Equity and Inclusion is an integral part of our mission at Volunteers of America, Western Washington. In addition, valuing and fostering a diverse and inclusive culture are embedded in our values. Our mission is to empower, serve and strengthen communities in need, guided by core values of respect, allyship, integrity, stewardship, and empathy.

General Function:

This full-time, salaried position is responsible for assisting in the management and leadership of the Behavioral Health quality assurance program. The quality assurance coordinator oversees quality assurance for clinical telephonic, chat, and text contacts by conducting regularly scheduled reviews of client records in accordance with agency and program policies as well as state and federal rules and regulations for behavioral health crisis services. The quality assurance coordinator supports the operations and training teams to improve the experience of individuals utilizing regional and statewide crisis lines for emotional support and must thrive in a fast-paced environment, demonstrate flexibility, and is passionate about helping vulnerable populations through improving customer service.

Principal Activities:

• Provide supervision to the Quality Assurance Specialists
• Conduct staff interviews and facilitate new hire onboarding process, including interview follow-up, technology set-up, and HR paperwork
• Review timecards for accuracy and complete supervisory payroll duties each pay period
• Work with the Behavioral Health management team to ensure protocols and practices are conducted according to contractual guidelines and best practices
• Evaluate call recordings to assess counselor’s customer service skills and compliance with program and contractual requirements to provide feedback to individual staff as well as generalized feedback to overall program service delivery
• Live-monitor and score calls for compliance and overall quality
• Review clinical documentation for appropriateness, congruency, and accuracy
• Conduct reviews of Electronic Health Record coding to increase precision
• Identify training needs and collaborate with the training team
• Assist the training team to create and implement staff coaching plans
• Collaborate with department supervisors on performance improvement plans
• Ensure adherence to risk assessment standards
• Create monthly/quarterly trend reports
• Collaborate on SOP (Standard Operating Procedure) and policy creation as applicable
• Present on the QA process and workflow to stakeholders as necessary
• Assist in preparation for and participate in successful contract audits
• Participate on the complaint and grievances review panel
• Other duties and projects as assigned

Effect on End Results:

• Outstanding customer service through a well-trained team of crisis counselors
• Improved staff retention and job satisfaction through individualized coaching and support
• Exceptional quality of care to all program staff and clients

Qualifications:

• Bachelor’s degree in behavioral social science, Human Services or related field required
• Registration as an Agency Affiliated counselor in Washington State is mandatory
• 1-3 years quality assurance experience with experience call monitoring in a call center preferred
• Ability to mentor and lead by example
• Excellent verbal and written communication skills
• Ability to improve customer service with a trauma informed approach
• Solid ability to multi-task, apply critical thinking skills and seek out information until a solution is implemented
• Flexible and strong attention to detail
• Strong active listening skills
• Team player, with the ability to provide full transparency through open communication
• Highly organized and self-directed; ability to prioritize initiatives to meet deadlines
• Prior training or teaching experience is a plus
• Demonstrated respect for diversity

Benefits: Full Time Position

• Vacation and Sick Time: accruals are based on hours worked, available to use after 30 days of employment.
• Holidays: 8 paid per year
• Floating Holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) – medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching