988 Quality Improvement Specialist (Full Time)

988 Quality Improvement Specialist (Full Time)

The 988 Crisis Call Center at BH Link is hiring professionals who are looking to make a positive impact on the lives of Rhode Island community members! The 988 Call Center is a crisis answering service that responds to calls, chats, and texts from individuals experiencing mental health and/or substance use crises.

The call center is connected to the BH Link, the state's walk-in behavioral health crisis center that serves Rhode Islanders statewide. The services provided emphasize client-centered care in the least restrictive possible settings.

The 988 Quality Improvement Specialist will be responsible for supporting call center quality improvement efforts. This individual will review contact documentation, identify trends in data collected, and recommend adjustments for adherence to funder and organization quality standards. The 988 Quality Improvement Specialist will work onsite at BH Link, 40hrs a week. This position reports to the 988 Quality Improvement Coordinator.

Roles and Responsibilities:

·       Assemble data and prepare routine reports for distribution to relevant departments and funders/stakeholders.

·       Monitor usage and advise on internal reporting tools for tracking relevant contact details and performance metrics.

·       Conduct regular review of contact logs and communicate findings to program supervisory staff to collaboratively ensure adherence to program standards of documentation and quality performance.

·       Assist investigation of complaints/grievances in collaboration with program manager and data team.

·       Assist with onboarding and training of incoming staff on center quality improvement processes, documentation, and performance feedback.

·       Provide performance-based coaching and occasional direct supervision as needed by program leadership to stay consistent on quality standards, documentation expectations and evidence-based crisis intervention skills.

·       Review call recordings to identify successes and areas for improvement in crisis call center interventions.

·       Assist program leadership in the development, implementation, and evaluation of PQI process and procedure.

·       Provide other administrative support to the BH Link’s 988 call center as needed.

Desired Skills:

·       Proficiency in the use of Microsoft Office Suite, emphasis on Microsoft Excel, Forms, Power Automate, and Power BI.

·       Ability to analyze data sets and clinically focused content.

·       Strong problem-solving skills.

·       Ability to work independently and as part of a team to further program goals.

·       Detail-oriented and well organized.

·       Ability to meet project deadlines.

Qualifications:

·       Minimum high school equivalency required.

·       2 years in data analysis and/or quality assurance preferred.

Benefits

Community Care Alliance offers competitive salaries based on experience, skills and performance, a comprehensive benefits package, and great quality of work/life.

• Generous vacation, sick time and holidays.
• Comprehensive medical and dental coverage as well as voluntary vision and AFLAC supplemental coverage.
• 403b with matching after 6 months of employment.
• Flexible Spending (FSA) and Dependent Care (DCA) accounts.
• Agency-paid group life insurance; long-term disability.
• Tuition reimbursement and licensure/certification bonuses.
• Employee referral program as well as bilingual skills premium.
• On-site or nearby parking available at most buildings; mileage reimbursement for client and business related use of your personal vehicle.

About Us

Community Care Alliance provides an array of services and supports that are linked together so people can access help for their unique situations. Our goal is to help all members of our community become healthier, more self-reliant and better informed to meet their economic, social and emotional challenges.

Community Care Alliance is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, age, national origin, or disability.

Military friendly employer!