CQI Specialist at Postpartum Support International in Remote

Summary: Postpartum Support International (PSI) is dedicated to promoting awareness and treatment of mental health issues related to childbearing. The CQI Specialist supports the Hotline's continuous quality improvement efforts by implementing and monitoring quality activities, ensuring compliance with quality standards, and fostering a culture of improvement within the organization. Responsibilities: - Support the maintenance and ongoing implementation of the Hotline's Continuous Quality Improvement (CQI) Plan, ensuring activities are executed on schedule and documented thoroughly in alignment with HRSA requirements - Assist in coordinating and facilitating the weekly CQI meeting, data/evaluation meeting(s), and any additional meetings required to disseminate CQI updates and action items to the Hotline team - Track CQI cycle activities across planning, implementation, monitoring, and evaluation phases; flag delays or gaps to the Manager, Data and Analysis - Develop and disseminate surveys and other instruments to internal and external stakeholders to support quality assessment activities - Monitor program performance from a quality improvement perspective; assist in coordinating functional team members' CQI-related assignments in alignment with contract and stakeholder requirements - Maintain detailed records on quality monitoring and metrics scores for all counselors, shift leads, teams, and functions; communicate scoring and performance status through regular, structured communications - Support the development and tracking of corrective action plans (CAPs), ensuring documentation of timelines, responsible parties, and outcomes - Assist in identifying performance gaps through quality monitoring data and collaborate with supervisors and team leads to develop targeted improvement strategies, administratively and programmatically - Assist the Hotline Services Manager and Manager of Data and Analysis in the weekly review of incident reports for quality and accuracy; identify patterns that may signal systemic quality issues requiring escalation - Contribute to CQI components of the Monthly Data Report, Quarterly Progress Report, Mid-Year Analysis Report, Annual Impact Report, and EOY Briefing, ensuring quality-related content is accurate and consistent with contract and project expectations - Maintain compliance documentation required for contract audits, stakeholder reviews, and regulatory reporting; ensure CQI records are organized and audit-ready at all times - Collaborate with the Manager, Data and Analysis, to incorporate program data: trends, performance metrics, quality metrics, and scores into quality improvement activities and reporting - Conduct weekly, monthly, and quarterly quality snapshots to be shared via email, Slack, and Salesforce with Hotline team members - Contribute to building a culture of continuous quality improvement across the Hotline by supporting QI initiatives and modeling quality-focused practices in daily work - Assist in developing and delivering training materials and resources for Hotline staff on quality scoring frameworks, improvement methodologies, and CQI expectations - Participate actively in professional development opportunities to build expertise in quality improvement methods, tools, and best practices - Participate in all required Hotline meetings (Leadership, Core, Quality Improvement, Strategy Sessions/Workgroups, KPI/Trend Analysis Review, etc.) as invited and scheduled - Communicate directly with Functional Team Leads to ensure universal quality checks are completed and that quality impacts on other project functions are clearly understood, enabling proactive solutions - Develop and maintain strong working relationships with Hotline staff, committees, and external stakeholders in support of the NMMHH's quality and engagement-focused initiatives - Respond timely to requests from the Project Director, Associate Program Manager, and HRSA Project Leads in the form of CQI documentation, reports, or quality improvement activities Required Qualifications: - Bachelor's degree required in a relevant field (public health, health administration, social science, psychology, nonprofit management, or a related discipline) - Minimum one (1) to two (2) years of experience in quality improvement, program coordination, compliance support, or a related role, including internship, practicum, or entry-level professional experience - Demonstrated familiarity with quality improvement concepts and methodologies (e.g., Plan-Do-Study-Act, root cause analysis, performance monitoring); formal training or coursework in QI is a plus - Ability to analyze data outputs and quality reports produced by others, and apply findings to improvement planning and documentation - Strong organizational skills with demonstrated ability to manage documentation, track action items, and maintain accurate records across multiple concurrent workstreams - Excellent verbal and written communication skills; ability to communicate quality findings clearly to diverse audiences - Ability to work collaboratively across teams with minimal supervision in a remote, fast-paced environment - Strong attention to detail; adaptable and flexible in response to evolving program priorities - Must complete and clear a Non–Sensitive Tier II - Moderate Check and Clearance background check (administered by HHS) - Must be able to commit to the Postpartum Support International vision and be passionate about its mission - Must possess optimal (high) internet speeds and be able to maintain optimal speeds for the utility of operating systems and platforms - Must be able to work under pressure and meet deadlines while maintaining a positive, solutions-focused attitude - Must be able to communicate effectively and function as a collaborative, engaged team member - Ability to travel as required for conferences, training, and other events - Ability to work flexible hours, including non-traditional schedules as needed - Excellent computer proficiency (Google Suite); experience with quality management tools, databases, or reporting systems is a plus - Access to a quiet, secure, private office space for remote work - As a key Personnel designee, you must maintain 24/7 mobile availability for response coordination and continuity of operations during emergencies, and commit to serving in this capacity for the life of the task order or until a qualified replacement is nominated and accepted per SOW requirements Preferred Qualifications: - Experience working in a health services, social services, hotline, call center, or federally-funded program environment is strongly preferred Required Skills: Continuous Quality Improvement (CQI), Plan-Do-Study-Act (PDSA), Root Cause Analysis, Performance Monitoring, Data Analysis, Quality Reporting, Google Suite Benefits: Medical, dental, and vision coverage, Generous paid time off, including vacation (two weeks), holidays, sick leave, and personal days (three), Inclusive parental leave (twelve weeks) supporting all paths to parenthood, along with resources to help balance family responsibilities, Comprehensive retirement plan option with an organization-provided match to support your long-term financial goals