Job Title : Quality Assurance Manager
Department : Administration
Reports to : Executive Director
Purpose of Position : In keeping with the Mission/Vision/Values of ComWell, the Quality Assurance Manager is responsible for regulatory compliance according to Illinois licensure and certification program standards, Council on Accreditation standards and reporting, performance and quality improvement, quality assessment and risk management, employee training, and confidentiality and privacy of health information.
Essential Duties and Responsibilities :
1. ComWell expects all staff to have a strong desire to provide an excellent customer experience; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; must possess the flexibility to work with clients at various stages in their personal growth; and to have an attitude of wanting to continuously improve their own performance as well as that of ComWell. This also includes consistently returning phone calls and e-mails within 24 hours and updating voicemail/out of office e-mail, as well as consistently using pleasant tone and having a helpful attitude.
2. Shows consideration for others, works cooperatively with any coworker; provides constructive feedback without undue criticism of others; displays appreciation of differences in approaches, personalities, and viewpoints of others. Works professionally, respectfully, positively and cooperatively within a team-based framework to promote ComWell’s commitment to client personal growth.
3. Supports the strategic goals and mission/vision/values of ComWell at all times when interacting with clients, co-workers and professionals from other organizations and presents a positive and professional demeanor.
4. Treats all clients and colleagues with dignity and respect, regardless of race, ethnicity, nationality, religion, sexual orientation, gender, or other legally protected status.
5. Completes job requirements with independent action and resourcefulness. Organizes time, effort, and use of resources to achieve desired outcomes. Takes initiative to prevent and resolve problems and offers recommendations for improving services and transforming ComWell into an organization that embraces excellent customer experience.
6. Have a thorough understanding on the impact of trauma on a person’s life. Understand the signs and symptoms of trauma in clients and families and be competent in delivering trauma informed interventions that lessen the symptoms associated with trauma while improving the quality of life for clients.
7. Have an awareness of and commitment to self-care practices that prevent or lessen the impact of secondary traumatization with staff and self.
8. Primary oversight and responsibility for quality service delivery to all clients based on the rules of governing the program and service being offered. Mental Health Services follow Rules 140 and 132, Substance Use Services are guided by Rule 2060, Rules 115, 116, 119 govern Intellectual and Developmental Disabilities services. All services provided must meet Council of Accreditation (COA) standards. All services delivered should also meet other rules, regulations, laws, grant guidelines and ethical codes related to operations.
9. Provides direction and monitoring of quality assurance and performance improvement process across ComWell. This includes the collection, analysis and reporting of quality assurance data and subsequent recommendations for resolution of identified concerns.
10. Provides oversight of the Risk Management program in coordination with the Executive Director.
11. Coordination with program managers and Training Coordinator for development of training for agency staff and guiding staff in the use of evidence based treatment models to improve clinical outcomes. This includes onboarding of new staff to orient them to the rules and expectations of ComWell.
12. Responsible for implementation and oversight of internal quality assurance process and committees to ensure agency programs are in compliance with relevant federal, state and local regulations.
13. Coordinate with Electronic Health Records (EHR) Supervisor to support continued build out of the EHR and implement Standard Operating Procedures related to its use.
14. Conduct annual Key Performance Indicator (KPI) appraisals and staff development plans. Participate in personnel activities, such as staff recruitment, hiring decisions, time-off approvals, staff development and trainings.
15. Responsible for data mining for agency programs, including grants, and any subsequent on-going or one time reports that may be requested or needed to make informed agency decisions.
16. Functions as the agency’s Privacy Officer by formulating policies and procedures to ensure the safe and confidential handling of health records.
17. Responsible for research and development of potential agency projects which are included in the short term or strategic plans for the agency.
18. Oversight of Illinois Health Practice Alliance (IHPA) metrics, goals and affiliated staff.
19. Perform related or other duties as assigned by supervisor.
20. Maintain compliance with all ComWell policies and procedures.
Education and/or Work Experience Requirements :
- Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
- Excellent computer proficiency (MS Office – Word, Excel and Outlook).
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
- Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
- Master’s degree in social service or related program. Clinical licensure preferred.
Physical Requirements :
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
Job Type & Schedule : 37.5 hours per week, Monday – Friday
Pay : $27.50/ hour
