Quality Manager

Central City Concern is an innovative nonprofit agency providing comprehensive services to single adults and families in the Portland metro area who are impacted by homelessness, poverty and addictions. We hire people that are skilled and passionate to meet our mission to end homelessness through outcome-based strategies which support personal and community transformation.

SUMMARY:

The Manager, Quality is a key member of the Office of Integration and Innovation leadership team, responsible for advancing Central City Concern's quality performance, effectiveness, and efficiency in alignment with CCC's mission, vision, and strategic plan.

Location: IT Office: 11 NW 5th Avenue, Portland, OR 97209

Schedule: Hybrid (M-F 8-5)

Salary: $112,091.20-$156,936.00.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Operations Management/Leadership (40%)

* Manage Quality Improvement Operations and provide direct supervision to the Quality Business Partner team.

* Spend substantial time engaging with Quality Business Partners in their standard work, to observe, mentor and coach them in a manner that creates a culture of accountability and fosters continual improvement, including:

o Reviewing the work products of Quality Business Partners against performance standards;

o Observing Quality Business Partners in key work activities to evaluate performance to standard;

o Creating professional development plans for Quality Business Partners;

o Providing mentorship and training for Quality Business partners to support professional development; and

o Identifying and supporting access to internal and external professional development opportunities for Quality Business Partners.

* Manage, develop, and continuously improve procedures and standards for the Quality Business Partner team to assure quality and consistency of service delivery.

* Mentor, advise, and provide consultation to organizational leaders in the areas of quality management, quality improvement, and process improvement.

* Represents CCC and the organization's mission, vision, and strategic priorities in external and internal committees and forums related to role.

* Develops and manages relationships with community partners and stakeholders related to role.

Quality Improvement Program Management (20%)

* Manage and continuously improve the organization's process and quality improvement program.

* Organizes multi-departmental and cross-functional teams with the objective of carrying out planned improvements to business, operational, and clinical/client service processes.

* Establish standards for and support the change management cycle in the implementation of new processes that impact the service operation in any business unit within the organization.

* Ensure the implementation of quality improvement and post-implementation quality control operating procedures and related assessments, monitor quality improvement and quality control outcomes, and update quality improvement and quality control operating procedures.

Business Analysis (20%)

* Under the direction of supervisor, analyze and forecast pay-for-performance and other quality-related revenue.

* Ensure that quality and performance-related elements of revenue contracts, grants, and other funding agreements are developed, analyzed, and negotiated for alignment with CCC's quality priorities and capabilities.

* Review and present results of quality interventions for clinical and operational performance improvements and identify organizational risks to senior leaders and others as requested.

* Develop and implement processes to assure that quality performance data is routinely reviewed across all service lines in order to identify opportunities for development and propose continuous improvement.

Strategy (20%)

* Under the direction of supervisor and in collaboration with clinical, operational, and administrative partners, oversees the development of CCC's annual quality plan, establishing quality performance targets and quality initiatives in alignment with CCC's annual plan and strategic priorities.

* In collaboration with supervisor and clinical, operational, and administrative partners, creates service line strategies to ensure quality performance targets related to HRSA, payors, grant funders, and internal priorities are met or exceeded.

* Under the direction of supervisor, manage and continuously improve the organization's process for maintaining a portfolio of service-level improvement projects that ensures the cycle of identification, prioritization, planning, and execution occurs in accordance with organizational strategy and organizational goals.

DESCRIPTION OF OTHER DUTIES:

* Perform other duties as assigned.

SKILLS AND ABILITIES:

• Ability to engage with diverse staff and leadership to promote trust, collaboration, and partnership between other departments and the Quality team
• Ability. to provide compassionate, actionable and motivating supervision to team members.
• Ability to provide great customer service to stakeholders.
• Ability to hold difficult conversations with compassion and fairness.
• Sound decision-making skills and excellent professional judgment.
• Strong leadership skills, with the ability to effectively coach and facilitate groups and individuals through influence and collaboration.
• Excellent customer service, including the ability to demonstrate diplomacy and tact with a wide range of constituencies under stressful circumstances.
• Highly adaptable, with the ability to respond flexibly and positively to change and apply past learning to novel situations.
• Strong communication skills, with the ability to communicate clearly, concisely, and appropriately both orally and in writing.
• Advanced quality assessment and problem analysis skills, including the ability to select appropriate structured tools for assessing and analyzing problems and to train and coach others in assessing quality and analyzing problems.
• Demonstrated knowledge of local and state environment of homelessness, safety net healthcare, and social services, particularly related to quality and operations.
• Demonstrated ability to identify key business issues, particularly related to quality and operations, and develop appropriate action plans integrating multi-disciplinary perspectives.
• Advanced analytic skills, including the ability to assemble data specific to the analysis needed, perform advanced statistical analysis, partner with data developers in the development of data tables, and select the appropriate visual to reflect analysis conclusions
• Advanced critical thinking skills, with the ability to challenge assumptions and identify root causes to problems.
• Advanced ability in using Excel or other related data analysis tools

MINIMUM QUALIFICATIONS:

• Education, required: Master's degree in Public Health, Social Work, Business, or a related field; OR Bachelor's degree in Public Health, Social Work, Business, and a relevant professional certification, such as Lean/Six Sigma, human-centered design, or Certified Professional in Healthcare Quality.
• Experience:

o Required: seven or more years of progressively responsible experience in quality management or process improvement in a health-related or safety net setting.

o Required: two years supervisory, managerial or lead experience.

o Preferred: two or more years of experience in a safety net setting.

• Must pass a pre-employment drug screen, TB test, and background check.
• Physical ability to bend, stoop, kneel, squat, twist, reach, pull and lift heavy objects.
• Must be able to climb stairs several times a day and carry equipment between different locations in the downtown core.
• If using a vehicle for agency use: Must possess a current driver's license, access to a vehicle, qualify as an Acceptable Driver as designated in Central City Concern's Fleet Safety policy; pass an initial drivers training within 60 days of being an approved driver and continued recertification training; and maintain vehicle insurance coverage of a minimum of $100,000/$300,000 personal auto liability coverage.
• Must adhere to agency's non-discrimination policies.
• Ability to effectively interact with co-workers and clients with diverse ethnic backgrounds, religious views, political affiliation, cultural backgrounds, lifestyles, and sexual orientations and treat each individual with respect and dignity.

BENEFITS: Central City Concern offers an incredible benefits package to our Regular/FT employees

• Generous paid time off plan which provides up to 4 weeks of PTO accrual in the first year. Accrual increases with longevity.
• Amazing 403(b) Retirement Savings plan with competitive employer match with 4.25% in the first year, 6% in the second year, and 8% in the 3rd year.
• 11 recognized Holidays + 2 Personal Holidays
• Comprehensive Medical, Vision, and Dental insurance coverage.
• Employer Paid Life, Short Term Disability, AND Long Term Disability Insurance!
• Excellent relocation package for those roles that qualify.
• Sabbatical Program offering extended time off at years 7, 14, and 21.

This description is intended to provide a snapshot of the work performed and is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of the position.

As an agency deeply rooted in recovery, part of our policy and commitment to a drug and alcohol-free workplace includes post-offer, pre-employment drug screens. Please note we follow Federal Guidelines regarding prohibited substances, even for those legal at the state level.

Central City Concern is a second chance employer and complies with applicable laws regarding consideration of criminal background for employment purposes. Government regulations, contractual requirements, or the duties of this job may require CCC to conduct a background check and take appropriate action to address prior criminal convictions.