• Serve as Vaya’s RHTP QAPI point of contact and manage & coordinate the development and implementation of internal QAPI activities and implementation of QAPI initiatives. • Manage and coordinate the development and implementation of internal Quality Assurance Performance Improvement (QAPI) activities and implementation of Hub and/or governing board QAPI initiatives. • Develop, implement, and evaluate QAPI processes and procedures to monitor and ensure the quality and timeliness of contracted Hub functions. • Develop and implement stakeholder feedback tools. Gather reports from responsible individuals and other key staff; facilitate QI activities; and compile regular reporting for bi-directional flow of information among the Hub and governance body. • Conduct regular review and analysis of quality and performance measures, surveys and assessments, incidents, and other data sources to identify quality and performance deficits. • Design and implement Performance Improvement Projects (PIPs) and other QAPI processes to identify and address quality and performance issues. • Provide support for the Hub to identify, aggregate, and report barriers to the governance body. • Develop and strengthen processes to ensure compliance with and timeliness for required reporting, assessments and surveys, and other data submissions, and other required data submissions and reporting tools. • Provide support as needed for Hub team members to develop and implement data collection tools and procedures to ensure all program requirements are met to support tracking, monitoring, reporting, and to evaluate and ensure the quality of Hub services and functions. • Assist and support ongoing and ad hoc QAPI responsibilities of the Quality Management department.

• Lead and organize training for all Quality Specialists on audit processes, procedures, and tools. • Conduct complex audits and verifying quality standards for selected inquiries and make decisions whether discrepant information meets BCBSA and FEP audit requirements, state, and federal mandates. • Provide second-level support on escalated issues and audit findings. • Collaborate with team members, OCLD, and management to identify training gaps and business needs and implement actions while partnering to address these issues. • Review, evaluate, and provide feedback on trainees’ audits and learning processes. • Act as a consultant with external departments to help resolve high-impact business issues by recommending action plans related to quality assurance. • Assist the Data Reporting Analyst in collecting data and providing analyses for various issues across the department and other functional areas. • Foster a training and auditing culture that values diversity of thought, leveraging team member strengths to achieve team goals. • Assist with external audits and lead special projects. • Perform other duties as assigned.

• Assist with the development, coordination, and implementation of a formal quality improvement plan across a large network of crisis centers to achieve quality improvement goals • Support with monitoring internal QI activities and ensure adherence to all funder and agency QI goals; ensuring all deliverables are met • Support with ensuring all QI/Outcome reports for external funders/stakeholders (SAMSHA; Vibrant QI Report; Board Reports, Committee Reports, etc.) are completed promptly • Assist with monitoring, analyzing, and reporting on performance, and support with developing strategies for improvement • Coordinate and support with leading regular program QI meetings to review program outcomes/deliverables/KPIs • Collaborate with other departments to develop proactive QI activities to ensure member crisis center’s compliance with contracted Lifeline operational and clinical KPIs • Conducts analysis and investigation of claims/complaints/grievances against their organization or crisis centers, including failure to adhere to recommended best practices or mandated policies and procedures • Conducts data collection, utilizing analysis and measurement skills to set key performance indicators and measure progress • Works cohesively alongside a team of Quality Improvement Specialists • Prepares written reports, assembles data, and develops charts and graphs representing key performance indicators and other data • Performs other duties/responsibilities, as assigned, within the scope of the position.

• Analyze calls, emails, social media posts, and/or SMS contacts of NexRep’s independent contractors • Identify trends and work with certification and operations teams • Monitor agents in real time or after the fact • Review contacts for customer satisfaction • Provide recommendations for client’s quality scorecard • Participate in calibration sessions with NexRep's client • Provide feedback to NexRep certification and operations team • Review customer satisfaction data to identify trends • Facilitate town hall sessions for independent contractors