General Description:

Under the direction of the Director of Quality Assurance and Improvement (QAI), the Manager of Quality Assurance and Improvement 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 Manager of QAI will support 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:       Director of Quality Assurance & Improvement

Supervises:       Population Health Coordinator

Salary/Status:    Exempt

Hours:               40 Hours/Week

Minimum Requirements:

• Bachelor’s or Master’s degree (or equivalent experience) in Health Care Management, 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).
• Experience in quality improvement; Quality Improvement certification preferred (Lean, Model for Improvement, etc.).
• Experience in project management; Project Management certification preferred.
• Experience in design, implementation, and management of grants or grant-funded programs, including reporting, budget management, and workplan development.
• Experience 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.
• 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.eri
• Ability to deliver presentations, and facilitate meetings with internal teams, and stakeholders.
• 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.
• Support excellence in quality of care through the development, implementation, and evaluation of quality improvement and population health initiatives. 
• Coordinate any Implementation Science & Quality Improvement related research projects.
• Yearly, support the evaluation of all QAI workplan activities from prior year.
• Yearly, collaborate with all departments to develop QAI workplan with particular focus on underperforming regulatory/best-practice measures and activities.
• Support the monthly cross-departmental Quality Assurance and Improvement Sub-Committee, ensuring all QAI workplan items are presented.
• For all designated QAI workplan items, support and collaborate with teams to design and implement quality improvement projects (utilizing quality methodology, tools, and analytics) to meet identified goals.
• Lead and facilitate clinical quality measure workgroups with clinical teams and other staff in the development and evaluation of quality initiatives.
• Support the creation and maintenance of workflows, protocols, and policies supporting quality initiatives.
• Support 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 QAI and population health data/trends and observations and support scaled evaluation/research efforts.
• Support 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.
• Support activities related to the NCQA Patient-Centered Medical Home (PCMH) program, and lead yearly attestation.
• Manage CHC Patient Satisfaction data rosters by reporting weekly data to Crossroads Group, Inc.
• Support CHC in all future quality-related initiatives, grants, contracts, accreditations, etc.
• Work closely with the Data Governance 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.
• Support QAI Director in managing Azara Data Reporting and Visualization System and Arcadia including ongoing data validation, utilization, and access management.
• Manage all external access to outside EMR systems and applications; conducting regular user audits. 
• 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.
• Lead creation and tracking of quarterly quality scorecard data; including but not limited to overall health center scorecards, PCMH scorecard, and provider team scorecards.

Principle Responsibilities and Duties:

Working Conditions:

1. 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.

JOB CODE: 10