Director of Quality Assurance and Improvement

Springfield, MA

General Description:

Under the direction of the Chief Research and Population Health Officer, the Director of Quality Assurance and Improvement (QAI) will work to support the agency’s commitment to eliminate health disparities and achieve health equity through the provision of accessible, value-driven healthcare for diverse, multi-ethnic communities in Western Massachusetts. The Director of QAI will oversee Caring Health Center’s (CHC) QAI program, including monitoring of all quality measures and activities related to regulatory items and best practice (UDS, ACO, FTCA, PCMH, and more); collaborating with cross-departmental teams to support the design, implementation, and evaluation of quality improvement projects and initiatives; and supporting the creation and management of meaningful reports and data to support quality initiatives.

 Reports to:     Chief Research and Population Health Officer

Supervises:      Quality Manager

Salary/Status:   Exempt

Hours:              40 Hours/Week

Minimum Requirements:

  • Master’s degree (or equivalent experience) in Public Health, Data Science, Management, or related field.
  • Oral and written fluency in English (fluency in another language a plus, such as Spanish, Arabic, Russian, Vietnamese, or Nepali).
  • 5+ years of quality improvement experienced; Quality Improvement certification preferred (Lean, Model for Improvement, etc.).
  • 5+ years of project management and supervisory experience; Project Management certification preferred.
  • Experience in design, implementation, and management of grants or grant-funded programs, including reporting, budget management, and workplan development.
  • Expertise in Electronic Medical Record utilization/management.
  • Strong theoretical understanding of principles of health equity, social determinants of health, community development, and social justice.
  • Excellent written and oral communication skills.
  • Strong professional communication and correspondence skills.
  • Complete proficiency in Microsoft Office (Word, Excel, and PowerPoint) and Google Workspace (Email, Calendar, Drive, Docs, Sheets, and Slides) applications.
  • Strong analytical skills; preferred experience in quantitative and/or qualitative methodology, data collection, and analysis.
  • Experience conducting literature reviews, developing conference posters, and
  • summarizing/presenting scientific data.
  • Ability to deliver presentations, and facilitate meetings with internal teams, stakeholders, and grant funders.
  • Superior attention to detail and organizational abilities; ability to validate own work as well as team members’ work.
  • Ability to demonstrate cultural sensitivity with staff, teams, patients, stakeholders, and partners representing diverse cultures, ethnicities, sexual orientations, gender identities, socioeconomic statuses, educational backgrounds, worldviews, literacy levels, and languages.
  • Ability to listen actively, demonstrate responsiveness to team needs/requests, and integrate feedback thoughtfully and promptly.
  • Ability to provide constructive feedback, training, support, and supervision to community-facing staff.
  • Ability to work at a fast pace, manage numerous complex projects and teams, prioritize and accommodate last-minute requests effectively, and tolerate pressure with relative equanimity.
  • Provide leadership, strategy, and subject matter expertise across CHC teams and departments to support excellence in quality of care through the development, implementation, and evaluation of quality improvement, population health, telehealth, and analytics initiatives. 
  • Lead and develop the QAI team, including the Quality Manager and Population Health Coordinator.
  • Yearly, review and revise the CHC QAI Plan; submit to leadership and Board of Directors (BoD).
  • Yearly, support the evaluation of all QAI workplan activities from prior year; submit to leadership and BoD.
  • Yearly, collaborate with all departments to develop QAI workplan with particular focus on underperforming regulatory/best-practice measures and activities; submit to leadership and BoD.
  • Serve as the QAI representative at the monthly CHC Board of Directors meeting; present all required reports and updates.
  • Serve as the QAI representative at the quarterly Quality Assurance and Improvement Committee, providing updates and data to the executive committee.
  • Oversee and lead the monthly cross-departmental Quality Assurance and Improvement Sub-Committee, ensuring all QAI workplan items are presented.
  • For all designated QAI workplan items, collaborate with teams to design and implement quality improvement projects (utilizing quality methodology, tools, and analytics) to meet identified goals.
  • Lead and facilitate discussion and planning workgroups with staff, providers, and other stakeholders in the development and evaluation of quality initiatives.
  • Support the creation and maintenance of workflows, protocols, and policies supporting quality initiatives.
  • Lead QAI training for new staff and ongoing training for existing staff on quality program topics; develop/adapt training materials.
  • Promote scalable and lasting solutions, using continuous improvement methodologies to monitor progress and ensure ongoing improvement.
  • Support the transformation of findings/data into decision making, resource distribution, and practice/policy improvements.
  • Collaboratively assess QIA and population health data/trends and observations and support scaled evaluation/research efforts.
  • Oversee monitoring/tracking of quality measure performance and other data metrics for various quality reporting and value-based payment programs including but not limited to HRSA UDS/NCC, ACO contracts, and FTCA.
  • Oversee the NCQA Patient-Centered Medical Home (PCMH) program, ensuring compliance with all required activities and successful yearly attestation.
  • Oversee CHC Patient Satisfaction data collection and reporting of findings; ensure data is collected via Crossroads contract, general findings and trends are shared with leadership quarterly, actionable individual patient concerns are addressed by relevant teams, and collaboratively identify areas/plans for improvement with departments.
  • Support CHC in all future quality-related initiatives, grants, contracts, accreditations, etc.
  • Work closely with the Data Governance Workgroup and Change/Control Workgroup to meet agency goals of trusted, usable, available, and secure data.
  • Work closely with HIT/IT and RPH Analysts to support the reporting needs for QAI efforts.
  • Oversee Azara Data Reporting and Visualization System including ongoing data validation, utilization, and access management.
  • Work closely with the Compliance and Risk team to ensure all compliance, risk, and patient-safety concerns impacting quality of care are continuously addressed.
  • Work closely with the HIT/IT team to support best-practice utilization of the EMR, towards the aim of meeting quality goals; attend all relevant EMR meetings, webinars, and trainings.
  • Work closely with the Public Health, Research, and Care Management teams to support the translation of research and programmatic findings into action-oriented, sustainable policy and practice improvements.
  • Administer new and evolving quality-focused grants and contracts, including development and evaluation of programming, supervision of staff roles, and successful management of grant deliverables (workplans, reports, budgets).
  • Promote the development of projects, grants, and initiatives based on trends and issues that arise in practice, research, or population health data.
  • Assist with dissemination of program/research achievements and findings across various channels including conferences, articles, and speaking opportunities.

 Principle Responsibilities and Duties:

 Working Conditions:

  • Position requires prolonged periods of sitting at a desk and typing on a computer; ability to stand for prolonged periods of time; ability to perform moderate activities such as climbing stairs, bending, stooping, reaching, and lifting up to 20 pounds at times; and potential exposure to adverse outdoor environmental conditions.