Quality Coordinator

Program: Quality Management Department: Health Services Reports to: Quality Manager Status: 100% Full-time, Non-exempt Probation: 90 Days Benefits: Medical, Dental, Vision, Life, and Long-Term Disability Insurance, Employee Assistance Program, and 403(b) Retirement Plan CENTER’S MISSION: Building a world where LGBT people thrive as healthy, equal, and complete members of society. DEPARTMENT SUMMARY: As the nation’s largest and most experienced provider of LGBT medical and mental health services, we help LGBTQ people lead healthier, happier lives, by keeping their minds and body well. All services are free or at a low cost. We’re also one of the few Federally Qualified Health Centers in the nation with providers who specialize in primary care for LGBTQ people and with a research team working to advance the care and treatment of people in our community. JOB SUMMARY: The Quality Coordinator (QC) is responsible for support of Quality Management (QM) systems that maintain and improve the quality of services in Health Services (HS) at the Los Angeles LGBT Center. In collaboration with the Center’s QM team, the QC will create and operate systems to improve equitable access to health care services provided by the Center. Activities will include system development, direct contact with clients, and development and deployment of educational programming that focuses on the specific needs and concerns of the LGBTQ community. This position is also responsible for managing patient feedback mechanisms, including tracking, routing, and resolving client complaints and grievances in collaboration with the Quality team and Care Teams. Additionally, the QC may facilitate patient focus groups and workgroups to ensure client-centered input is integrated into quality improvement efforts and program planning. % of Role ESSENTIAL FUNCTIONS 30% Quality Improvement and Performance Monitoring • Lead quality-related workgroups and initiatives, setting priorities, guiding cross-functional collaboration, and driving decision-making to improve clinical and operational performance • Design and oversee the development of performance dashboards and advanced analytical tools, determining appropriate methodologies and metrics to evaluate outcomes • Conduct complex data analysis and interpret findings to make strategic recommendations to leadership that influence quality improvement and departmental goals • Develop and propose quality improvement strategies, including technical assistance needs and monitoring adaptations, based on data insights and industry standards • Identify systemic barriers to quality performance and develop data-driven solutions in alignment with the annual Quality Management Plan and regulatory compliance 30% Cross-Departmental Project Management and Leadership • Manage cross-functional quality initiatives, exercising discretion in allocating resources, establishing timelines, and coordinating with stakeholders to ensure project success • Design and deliver capacity-building training programs to expand departmental knowledge and integration of evidence-based quality practices • Contribute to departmental strategic planning by providing expert analysis, identifying risks and opportunities, and advising on quality improvement priorities 30% Patient Experience Management and Service Enhancement • Manage the full lifecycle of patient feedback, including intake, documentation, investigation, and resolution of complex complaints and grievances, ensuring compliance with regulatory standards • Analyze patient experience data to identify systemic trends and develop recommendations that enhance patient-centered care and service delivery 10% Regulatory Compliance and Risk Management • Maintain strict confidentiality standards and determine appropriate access to sensitive data for patients, staff, volunteers, and auditors in accordance with policy • Represent the department during external audits and site visits conducted by health plans, federal, stat…