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.

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