Quality Improvement Specialist – H2H

Jobtailor; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor in New York, NY is seeking a Quality Improvement Specialist to support NYC 988 programs with comprehensive monitoring and compliance oversight.

The role focuses on improving outcomes, documenting activities, and providing training support to counselors and peers, with strong proficiency in Microsoft Office.

Qualifications

• Bachelor's degree in healthcare, public health, social sciences, or related field
• Professional clinical licensure (LCSW, LMFT, LMHC, PhD, PsyD) if applicable
• 1+ years of experience in crisis services, behavioral health, suicide prevention, contact-center quality improvement, or related environment
• Knowledge of local, state, and federal regulatory guidelines for clinical practice
• Experience with quality-improvement activities, compliance monitoring, data analysis, or complaint investigations preferred
• Knowledge of crisis-intervention practices such as Motivational Interviewing, DBT-informed approaches, ASIST, or Mental Health First Aid preferred
• Knowledge of behavioral-health resources within the New York metropolitan area preferred
• Proficiency with Microsoft Office, including Excel and PowerPoint
• Superior documentation and report writing skills
• Technology proficient with ability to quickly learn and adapt to new tools and systems
• Must be able to remain in a stationary position 50% of the time
• Will constantly operate a computer and other office productivity machinery
• Will frequently communicate over video calls with internal and external stakeholders

Responsibilities

• Assist H2H programs with quality improvement monitoring for NYC 988
• Ensure compliance with contracted regulations for programs
• Monitor and improve outcome measures with Department staff
• Assess customer satisfaction with program services
• Conduct documentation and call, chat, and text interaction monitoring using evidence-based quality improvement measures
• Assess Counselors and Peers across all services of operation
• Identify training and support needs for Counselors and Peer Support Specialists
• Participate in quality improvement calibration meetings and coordinate interactions, impressions, and outcomes
• Partner with training and supervisory staff to identify skills gaps and develop targeted training and refreshers
• Design and present quality-improvement content using PowerPoint and other software
• Maintain records and complete reports on quality improvement scores and outcomes
• Assist in reviewing incident reports for quality and accuracy
• Analyze and investigate complaints and grievances
• Utilize telephone, SMS texting, and chat to interact with clients when necessary
• Perform other duties as assigned

Skills

Crisis Services Experience

Data Analysis

Communication Skills

Training & Support

Customer Satisfaction

Problem Solving

Education

LCSW

LMFT

LMHC

PhD

PsyD

Tools

Microsoft Office

Excel

PowerPoint

Telephone

SMS Texting

Chat Systems

Job description

• Assist H2H programs and departments with comprehensive quality improvement monitoring for NYC 988
• Ensure compliance with contracted regulations for programs
• Monitor and improve outcome measures with Department staff
• Assess customer satisfaction with program services
• Conduct documentation and call, chat, and text interaction monitoring using evidence-based quality improvement measures
• Assess Counselors and Peers across all services of operation
• Identify training and support needs for Counselors and Peer Support Specialists
• Participate in quality improvement calibration meetings and coordinate interactions, impressions, and outcomes
• Partner with training and supervisory staff to identify skills gaps and develop targeted training and refreshers
• Design and present quality-improvement content using PowerPoint and other software
• Maintain records and complete reports on quality improvement scores and outcomes
• Assist in reviewing incident reports for quality and accuracy
• Analyze and investigate complaints and grievances
• Utilize telephone, SMS texting, and chat to interact with clients when necessary
• Perform other duties as assigned

Requirements

• Bachelor's degree in healthcare, public health, social sciences, or a related field, or an equivalent combination of relevant education and experience
• Professional clinical licensure (LCSW, LMFT, LMHC, PhD, PsyD) if applicable
• 1+ years of experience in crisis services, behavioral health, suicide prevention, contact-center quality improvement, or a related environment
• Knowledge of local, state, and federal regulatory guidelines for clinical practice
• Experience with quality-improvement activities, compliance monitoring, data analysis, or complaint investigations preferred
• Knowledge of crisis-intervention practices such as Motivational Interviewing, DBT-informed approaches, ASIST, or Mental Health First Aid preferred
• Knowledge of behavioral-health resources within the New York metropolitan area preferred
• Proficiency with Microsoft Office, including Excel and PowerPoint
• Superior documentation and report writing skills
• Technology proficient with ability to quickly learn and adapt to new tools and systems
• Must be able to remain in a stationary position 50% of the time
• Will constantly operate a computer and other office productivity machinery
• Will frequently communicate over video calls with internal and external stakeholders

Core Competencies

Demonstrates expertise in quality improvement monitoring and compliance within crisis services, utilizing data analysis and evidence-based practices to enhance program outcomes. Proficient in training development and documentation, with strong communication skills for stakeholder engagement.

Highest-signal resume keywords

• Crisis Services Experience
• Quality Improvement Activities
• Professional Clinical Licensure
• Data Analysis Skills
• Knowledge of Regulatory Guidelines

Hard Skills

• Quality Improvement Monitoring
• Data Analysis
• Documentation Skills
• Crisis Intervention Practices
• Motivational Interviewing
• DBT-Informed Approaches
• ASIST
• Mental Health First Aid
• Compliance Monitoring
• Complaint Investigations

Soft Skills

• Customer Satisfaction Assessment
• Communication Skills
• Training and Support Identification
• Collaboration
• Problem-Solving

Certifications & Qualifications

• LCSW
• LMFT
• LMHC
• PhD
• PsyD

Industry Keywords

• Crisis Services
• Behavioral Health
• Suicide Prevention
• Contact-Center Quality Improvement
• New York Metropolitan Area Resources

Tools & Technologies

• Microsoft Office
• Excel
• PowerPoint
• Telephone
• SMS Texting
• Chat Systems