Clinical Quality Manager - Behavioral Health 901

Telecare's mission is to deliver excellent and effective behavioral health services that engage individuals in recovering their health, hopes, and dreams. Telecare continues to advance cultural diversity, humility, equity, and inclusion at all levels of our organization by hiring mental health peers, BIPOC, LGBTQIA+, veterans, and all belief systems.

Experience with Joint Commission accreditation is highly desired!

This role supports inpatient and community outreach programs in Northern California and the Bay Area and is required to travel for Quality Reviews

Full Time; Shift and Days vary as needed

The expected starting wage range is $100,838.40 - $124,576.14. Telecare applies geographic differentials to its pay ranges. The pay range assigned to this role will be based on the geographic location from which the role is performed. Starting pay is commensurate with relevant experience above the minimum requirements.

POSITION SUMMARY

The Clinical Quality Manager is responsible for actively managing and promoting the organizational quality and risk management infrastructures. Responsibilities include, but are not limited to, planning and orchestration of onsite quality rounding processes, identifying process improvement needs, supporting implementation of program plans for improvement, conducting root cause analyses, supporting survey preparation, policy development, and incident review.

THE IDEAL CANDIDATE

The ideal candidate for the Clinical Quality Manager role is someone that is a strong complement to the Telecare culture and exhibits behaviors that demonstrate alignment with Telecare's values. The ideal candidate is someone who has a strong understanding of what drives operational excellence beyond financial performance. We define operational excellence in 4 key areas:

• Clinical Quality Excellence. First and foremost, the care we provide for those we serve is paramount. Demonstrating consistency in care by ensuring staff are well trained, prepared for their work, able to deliver excellent care and respond to the needs of our clients, that reduces the number of adverse events within the programs.

• Workforce Engagement. Having a workforce that is highly engaged translates into the quality-of-care Telecare can provide its clients. Being able to maintain low turnover and having staff that stay and grow with the organization are key measures of success.

• Customer Satisfaction. Our customers are important. The VP of Program Operations needs to be able to regularly interact with customers and ensure awareness of Telecare's commitment to both delivering high quality care and fiscal responsibility.

• Financial Security. Knowing how to successfully operate within a budget and drive fiscal responsibility through the organization is vitally important to the organization's success.

COMPETENCIES FOR THE IDEAL CANDIDATE

The ideal leader for Telecare is someone that has a high level of self-awareness, seeks, and integrates feedback from others and can reflect on matters that impact those around them. They know how and when to collaborate, are skilled at navigating complex situations and able to develop the talent and build the team around them to be able to do the same.

The ideal candidate will bring strong financial acumen to this role and the ability to hold themselves and others accountable for their work product. Ultimately, the ideal candidate will be passionate and committed to the vision and purpose of Telecare and is able to lead the organization, guided by our values to drive both clinical and financial results.

REPORTING STRUCTURE

The individual serving in this role will have a solid line reporting relationship to the Director of Quality and a dotted line reporting relationship to the Vice President of Operations for their assigned region. They will be responsible for providing subject matter expertise, professional judgment, and functional integrity to the regional team.

It is expected that most of this individual's work (75-80%) be focused on supporting Operations regional goals connected to the Four Pillars: Clinical Quality Excellence, Employee Engagement, Customer Satisfaction, and Financial Security. While the VP of Operations will be responsible for driving the implementation of regional priorities, the individual in this role will contribute to the development, monitoring, and execution of priorities or initiatives related to clinical quality and risk management. The Clinical Quality Manager will also monitor the integrity of quality and risk reporting and provide objective and independent oversight of quality and risk management of their assigned region.

ESSENTIAL QUALIFICATIONS

Required:

• Master's degree in health-related field (i.e. Public Health, Health Care Leadership or Administration, Nursing Management, Quality, Patient Safety, Risk Management, Psychology) or equivalent years of experience

• Must have an active, unrestricted license in behavioral health (e.g., LMFT, LCSW, LPCC, LISAC, PhD or PsyD)

• Two (2) years' behavioral health experience working in roles that included quality assurance, performance improvement, risk management, or patient safety across different levels of care (outpatient, residential, inpatient, etc.)

• Knowledge of regulatory requirements and accreditation standards

• Must be willing to travel 75%

• Must be willing to obtain Certified Professional in HealthCare Quality (CPHQ) within 18 months of hire

• Must be at least 18 years of age

• All opportunities at Telecare are contingent upon successful completion and receipt of acceptable results of the applicable post-offer physical examination, 2-step PPD test for tuberculosis, acceptable criminal background clearances, excluded party sanctions, and degree or license verification. Position requires driving, valid driver's license, a motor vehicle clearance, and proof of auto insurance is required at time of employment and must be maintained throughout employment. Additional regulatory, contractual, or local requirements may apply.

Preferred:

• Prior experience with CARF and Joint Commission accreditation preparation and continuous readiness.

• Two (2) years' experience as a Quality Manager (or equivalent title) in behavioral health

ESSENTIAL FUNCTIONS

• Demonstrates the Telecare mission, purpose, values and beliefs in everyday language and contact with the internal and external stakeholders

• Actively manages, supports, and promotes quality improvement and risk management processes and outcomes.

• Implements standard performance improvement and risk management methods (PDSA and Root Cause Analysis)

• Operationalizes processes to support standards compliance.

• Facilitates continuous survey readiness activities

• Guides the organization through survey processes and findings

• Supports/facilitates improvement processes across programs to further the clinical standardization process for Telecare programs (best practices, clinical initiatives, trends discovered in surveys and or other practices)

• Leads quality and risk management process improvement from inception to final resolution.

• Provides Program Support that includes, but is not limited to, the following:

• Autonomously organizes, plans, and facilitates the internal quality rounding process for programs in their region. Analyzes findings, completes reports, and collaborates with programs in the development of a program-driven plan of improvement. Plans Quality Review Process in a timely manner to assess the status of individual programs with adequate time for correction prior to external audits. Develops collaborative short term and long-term plans of improvement specific to individual programs addressing the findings in the Quality Reviews, and / or regulatory reviews in collaboration.

• Communicates clinical findings to program administrator and administrative staff in a manner that preserves the collaborative working process.

• Provides individualized program assistance, leading in-depth system analysis, root cause analysis, development of improvement plans, implementation, and re-evaluation. This may include consultation, mentoring and supervision of program Administrator, Clinical Director, and Director of Nursing. This may occur through the quality rounding process, regulatory review process, and orientation of new hire and / or promoted employees.

• Apply project management methods with planning, clear communication of timelines, commitment to timely deliverables, holding oneself and others accountable to timelines, swift responses to requests, regular updates on project status, facilitation of productive meetings, and being prepared.

• Assess patient safety culture by ensuring policies, procedures, CPI training and drills being adhered to; understand how to use, to train to, and access data in the adverse and sentinel event databases and Qlik

• Acquire data from source systems, Financial Leaders Report, Integrated Ops Reports, Direct Care Hours and Timeliness Trackers, Relias Training and Drills, Avatar, Qlik Adverse Events Database Qlik Community MHSA Outcomes, and RL Datix.

• Integrate data from internal and external systems. Including how Avatar or Qlik data measures against regulatory body or customer requirements

• Use statistical and visualization methods through software systems available at Telecare.

• Consults directly with VP and Directors of Quality to develop operational plans specific to the strategic priorities and identified initiatives of the Operations and Medical teams.

• Effectively and autonomously plan productive day to day work schedule and prioritization of tasks.

• Regulates the use of privileged information.

• Works collaboratively with program leaders and departments heads

• May be assigned to work in programs on special assignments from the Vice President or Directors of Quality

• Involved in the startup of new programs including planning calls, orientation, and policy and procedure development.

• Develops and implements training specific to quality assurance, performance improvement, and risk management.

• Consistently performs duties with a customer and community focus.

Duties and responsibilities may be added, deleted and/or changed at the discretion of management.

Position requires driving own personal vehicle for company business such as trainings, offsite meetings, etc.

SKILLS

• Ability to complete PDSA and Root Cause Analysis

• Ability to use Avatar, QLIK, RL Datix and other reporting tools

• Microsoft Office Suite, including Word, Excel, and PowerPoint

PHYSICAL DEMANDS

The physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is occasionally required to sit, bend, squat, kneel and lift and carry items weighing 25 pounds or less as well as to frequently walk, stand, twist, reach and do simple and power grasping occasionally. The position requires manual deviation, repetition and dexterity.

EOE AA M/F/V/Disability

If job posting references any sign-on bonus internal applicants and applicants employed with Telecare in the previous 12 months would not be eligible.