Quality Assurance Administrator - SAFER FOUNDATION

General Summary:

Reporting to the Senior Director, Quality Assurance and Business Analysis, the Quality Assurance Administrator will be responsible for ensuring quality amongst all services and programs falling under the Safer Counseling and Wellness Center at Safer Foundation. Specifically, s/he will:

1. Create quality assurance tools for each line of service and program within the Safer Counseling and Wellness Center;
2. Set quality benchmarks in regard to improving operational processes and client/patient satisfaction;
3. Develop reports including extracting and manipulating data from our electronic case management (ECM) system;
4. Regularly perform quality assurance reviews amongst staff and various programs developing corrective action plans and discussing and troubleshooting issues and trends with various program managers and staff within the electronic case management record (salesforce)

This position will work closely with case management staff ensuring that all quality targets are being reached and that any changes needed to meet these targets are carried out. He/she will also work closely with management to design processes, flow charts, and system programming requests/changes within the Safer Counseling and Wellness Center services and programs as well as interface with other Safer programs/departments.

Performance Results Description

The Position is properly performed when all essential duties and responsibilities are executed by following the Safer Values.

Exceeding Expectations, Communication and Collaboration, Integrity and Evidence Based Innovation.

Essential Duties and Responsibilities:

Stakeholder Interface and Service:

• Interface with management, program staff, administrative staff, and in some cases funders to understand service delivery designs and outcomes to inform quality improvement strategies.

Tracking, Document, and Reporting:

• Service Design
  1. Design/request reports pulling from fields in the ECM and translate data for various reports as required by contracts and funders, internal needs, and other ad-hoc purposes.
  2. Coordinate with Salesforce administrator(s) and MIS department for execution. Review drafts for accuracy; Address errors prior to going live.
• File Reviews
  1. Monitor the following documents and activities:
     • Client records to ensure that referrals, activities, and services are properly documented in the Salesforce Birsdeye case management system.
     • Ensuring that there are signed consent forms in the file informing clients of their right to confidentiality, equal employment opportunity and other laws related to protection of clients throughout services with Safer Foundation.
• Quality Assurance
  1. Develop and teach to the center’s quality improvement plan, along with complimentary job aides or guides for staff.
  2. Ensure client files contain all documentation required by regulatory and funding requirements, as well as documents required by Safer in alignment with Safer’s client services model.

1. Draft standard quality assurance documents including quality assurance plans, file review tools, and quality improvement plans, and complimentary job aides to capture any distinct operational processes stemming from various contracts
2. Be knowledgeable of and follow internal policies that detail process and timeline for escalation of issues.
3. Identify trends and issues concerning inefficiency; make recommendations to implement improved processes.

• Internal Reviews and Audits
  1. Conduct regular internal reviews of patient files; identifying missing documentation and notifying staff to correct associated errors within Salesforce.
  2. In advance of audits from the state or other regulators, assemble necessary files and prompt staff, manager or director of needed information from center staff or other departments.
  3. Create corrective action plan(s) in response to any problem areas arising from external audits.

Stakeholder Outreach and Recruitment:

• N/A

Required Knowledge, Skills and Abilities:

• Skilled attention to detail
• General problem solving and analytical skills
• Knowledgeable of ideologies and concepts regarding healthcare, social determinants of health, behavioral health, criminal justice – specifically reentry, and violence reduction
• Knowledgeable about standardized performance metrics and standards used in the healthcare and behavioral health care field including but not limited to HEDIS measures and CLAS Standards
• Strong computer skills including Microsoft Office, specifically Outlook, Teams, Excel, Visio, and PowerPoint
• Experience reading, comprehending, and translating technical language such as language found in administrative rules, contracts, and state law into relevant points for internal consideration or action
• Must be able to write and communicate clearly and effectively and present information in individual, small, and large group settings
• Must have ability to travel; this role requires some travel to Safer sites within Illinois and Iowa, as well as to sub-recipient partner agencies to complete quality assurance reviews

Desired Knowledge, Skills and Abilities:

• Proficient in written and oral communication, interpersonal skills and a proven ability to engage fully with peers, team members, leadership, and key stakeholders
• Excellent organizational skills
• Demonstrated ability to set priorities for tasks to work effectively in spite of interruptions and under minimal supervision. Self-starter, reliable and dependable
• Proficient in writing policies and procedures
• Knowledge of Medicaid
• Knowledge of HIPAA and 42 CFR Part 2
• Experience in a nonprofit, social service organization, or a Community Based Organization (CBO)
• Knowledge of the core elements of program development, contracts, and agreements
• Service oriented and flexible to meet changing business needs; ability to work well under pressure
• Experience using and performing programmatic functions or designing reports in electronic record management systems; experience with Salesforce Birdseye
• Experience using SQL, Crystal reports, or other reporting software to develop queries and generate custom reports

Education and Experience:

• Bachelor’s degree or equivalent commensurate experience
• Minimum 3 years of professional experience performing similar work preferably in a healthcare setting.

Safer Foundation is a drug-free workplace.

Equal Opportunity Employer/Affirmative Action/Minorities/Females/Veterans

www.saferfoundation.org

No Phone Calls Please