988 Quality Improvement Specialist (Full Time)

Community Care Alliance; East Providence (RI); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Generous vacation

Sick time

Holidays

Medical coverage

Dental coverage

Vision coverage

AFLAC coverage

403b with match

Flexible Spending

Dependent Care

Life insurance

Long-term disability

Tuition reimbursement

Licensure/Certification bonuses

Employee referral

Bilingual premium

Parking

Job summary

Community Care Alliance's 988 Crisis Call Center in East Providence is seeking a Quality Improvement Specialist to support data-driven improvements for Rhode Island's crisis services. The role is full-time and onsite, reporting to the Quality Improvement Coordinator.

You will assemble reports, analyze usage, review logs, and coach staff on documentation quality and crisis intervention best practices, helping advance PQI processes and center performance.

Qualifications

• Minimum high school equivalency required.
• 2 years in data analysis and/or quality assurance preferred.

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.

Skills

Data analysis

Quality assurance

Problem solving

Independent work

Attention to detail

Education

High school equivalency

2 years in data analysis and/or quality assurance

Tools

Microsoft Excel

Microsoft Forms

Power Automate

Power BI

Job description

988 Quality Improvement Specialist (Full Time)

East Providence, RI • 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 role works 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

• 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 Aff…

Military friendly employer!