Contact Center Quality Manager jobs in Alaska

General Statement:  The Salvation Army is a branch part of the Christian Church and the ultimate goal of all programs is spiritual regeneration of all people.

Corps/Department: Salvation Army Clitheroe Center

Reports To: Social Services Program Director/Dotted Line (indirect) to Social Services Business Director

FLSA Status: Full Time/40 hours per week; Exempt

Scope of Position/Essential Functions: 

The Quality Assurance Manager maintains and enhances the agency’s treatment outcomes by evaluating and implementing systems to improve quality of care and efficiency. The Quality Assurance Manager ensures that the agency supports compliance with regulatory/licensing requirements such as CARF, city, state, and federal regulations. The Quality Assurance Manager works with staff to encourage continuous quality improvement to increase collection and reporting of outcome data. The Quality Assurance Manager works with the Management team and staff to audit, verify, and assure a quality clinical treatment environment of care. The Quality Assurance Manager develops a working knowledge of all clinical services and performs said services temporarily for purposes of quality assurance. The Quality Assurance Manager responsibilities include overseeing quality improvement for four programs within Clitheroe which include Outpatient program, Men’s Residential program, Women’s Residential program, and the DOC contract requirements which include the CIOP program, MATR/Psych. Ed programs, RSAT programs, and dual diagnosis programs within the correctional centers.

Education and Work Experience:  

• Bachelor’s Degree in the Behavioral Sciences with experience in quality assurance and accreditation preparedness; Master's Degree in Social Sciences preferred.
• Knowledge of and/or 1 year experience in substance abuse or human services field.

Knowledge, Skills, and Abilities Required:

• Experience developing and delivering training to staff and implementing new processes approved by management.
• Skilled in the implementation and delivery of the entire range of substance abuse counseling services, from assessment to discharge, in order to monitor the quality of services provided throughout the agency.
• Skilled in documenting processes, policies and procedures, and recommending methods that identify problems or inefficiencies.
• Knowledge and experience with general office equipment including telephone, copier, fax machine, audio-visual equipment, calculator, and proficiency in the full range of Microsoft Office products such as Word, Excel, PowerPoint, Publisher, and Access.
• Ability to develop cohesive and collaborative work relationships and to work productively as a member of a team.
• Ability to organize time, juggle priorities, and implement problem-solving strategies in order to move projects forward.
• Must possess an Alaska driver’s license and have clear driving and criminal history records.

Essential Functions: 

• Ensures that staff are trained on new processes, regulatory expectations, job aids, document templates, and training manuals. Will need to flex some days to be available to provide training to early morning shifts, early evening shifts, and some weekend shifts.
• Serves as on-call manager for the facility on a rotational basis.
• Ensures that data is consistently entered, collected, and reviewed on a regular basis. Collaborates with the management team to develop evaluation methods for all services provided at Clitheroe and provides outcome information to managers.
• Ability to become proficient in the use of AK AIMS for data reporting. Assist in data gathering for outcome measurement using client surveys, follow-up phone calls, and progress graphs from client charts.
• Under the direction of the management team, review processes from assessment to discharge and seeks innovative ways to improve processes and practices.

• Leads the CARF renewal process, ensuring that documents are updated in concert with changes in program over time and in compliance with CARF standards.
• Oversees the Electronic Health Records and Intergy Systems, interfacing with the IT Department, and provides related training and competency testing for staff.
• Reviews licensing/regulatory requirements and ensures that processes support the completion of required documentation. Works closely with the Program Directors in the accreditation process, generates reports, and ensures that staff are prepared for audits and reviews.
• Interviews and recommends hires, terminations, promotions, and performs evaluations on subordinate staff and assists with interviews of other staff, as needed. Ensures that staff issues are resolved in a timely manner, involving upper management when necessary.
• Develops a positive working relationships with staff of The Salvation Army.
• Ensures that staff is made aware of program improvements and seeks feedback on how systems can be improved. Develops and implements training manuals for staff and/or clients.
• Provides QA presentations during staff meetings; participates in inter-agency committees and task forces; attends weekly supervision meetings with the Social Services Program Director Participates in the preparation of periodic grant applications (new and renewal) to state agencies.
• Performs other related duties as assigned.

Software-related Skills:  Intergy, Intergy EHR, Microsoft Word and Excel required; Outlook, working knowledge of integrated database applications (such as AKAIMS), and ability to use new software programs with basic training.

Work Environment:  The work environment is located in an office setting, with frequent in-town travel to other Clitheroe locations. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Language Skills:  Must be able to understand, follow, and give both written and oral instructions, be able to give presentations, and be comfortable with public speaking. The employee must be able to use speech and hearing for ordinary and telephone conversation.

Mathematical Skills:  Must be able to perform simple calculations (addition, subtraction, multiplication, and division) and apply concepts such as ratios and percentages in practical situations.

Performance Skills:  Must be creative, self-motivated, organized, flexible, and possess leadership skills.

Sacred Boundaries and Protect the Mission:  Must complete the online course for this area and pass the Background Check required by The Salvation Army for employment.

Physical Requirements:  Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis. Ability to grasp, push, pull, and reach overhead. Ability to operate a telephone. Ability to lift up to 25 pounds. Ability to access and produce information from a computer. Ability to understand written information. Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

Acknowledgment of Religious Purposes of The Salvation Army:  The employee acknowledges that he/she has been informed and understands The Salvation Army’s religious purpose and status as a church. The employee agrees that he/she shall do nothing to his/her relationship with The Salvation Army as an employee to undermine its religious mission. The employee agrees and understands that his/her services are a necessary part of The Army’s religious purposes and his/her work-related conduct must not conflict with, interfere with, or undermine such religious programs or The Army’s religious purposes.

Confidentiality Statement:  The employee understands that all information is to be treated as highly confidential. Non-compliance will result in disciplinary action.

Equal Employment Opportunity:  The Salvation Army is an Equal Opportunity Employer and committed to providing a respectful environment for all applicants and employees that is free from unlawful discrimination or harassment based on age, race, color, religion, sex, national origin, marital status, disability, citizenship, sexual orientation, gender identity, gender expression, or any other characteristic protected by law. Such equal opportunity for employment will apply to recruitment and hiring, training, promotion, salaries and other compensation, transfers, and layoffs or termination.

This position description should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of this position. The incumbent may be requested to perform job-related responsibilities and tasks other than those stated in this position statement.