Quality Assurance/Outcomes Technician

Under direction of the Director of Clinical Services and Performance and in collaboration with the Chief Executive Officer, the Quality Assurance and Outcomes Technician monitors, collects data, and works collaboratively to implement and maintain quality assurance measures. The Quality Assurance and Outcomes Technician will obtain accurate information about clients’ progress in recovery after treatment.

• Quarterly review of surveys to Outpatient Business Office Manager, Outpatient Treatment Coordinator and Residential Treatment Coordinator.
• Observe other departments for policy compliance.
• Share trends from surveys quarterly and make suggestions.
• Make outcome calls for outpatient clients.
• Read annual CARF updates and check for compliance and provide suggestions.
• Completes one-year follow-up reports for clients, including documentation of unsuccessful contact attempts.
• Monitor and report on performance, measure against set indicator and coordinate with other managers and staff throughout the organization to ensure that the quality assurance system is functioning properly.
• Conducts Electronic Health Record audits with written reports to supervisor.
• Formulates corrective action plans and prepares written and/or oral reports, summaries and/or analysis of findings.
• Where appropriate, advise on changes and identifies training, tools and techniques to enable others to achieve quality within their departments.
• Performs quality control measures to ensure data is compiled and given to quality improvement committees.
• Consistently recognizes and identifies problems and recommends solutions to supervisor or to other appropriate member of The Walker Center’s management staff.
• Serves as a member of the quality assurance committee, chairing and recording minutes.
• Logs and records Critical Incident Reports and meeting minutes.
• Updates Electronic Health Record forms and processes at the direction of the management team.
• Delegates needed data collection and evaluation to staff in any department in collaboration with supervisors.
• Collects data from all Walker Center clients at time of admission and discharge.
• Follow up after discharge, data collected at 30 days, 6 months and 1-year intervals.
• Obtains accurate information about clients’ progress in recovery after treatment.
• Participates in trainings as needed, such as ASAM and CARF, and continues to meet new challenges of constant improvement determined by The Walker Center’s objectives from Outcomes and Analysis.
• Provides information and reports to the Management Team and is able to take directives pertaining to goals for outcomes.
• Ensures the confidentiality of all client records and personal data in the use of files and the appropriateness of phone inquiries or conversations.
• Makes an introduction during Family Program to both clients and their families to familiarize both stakeholders and those served with person calling and intent of calls.
• Maintains data logs of all contact information as well as attempts in contacting.
• Submits on-going reports starting with quarterly and eventually a final year end summary.
• Facilitates contact with client within 5 business days of an unplanned discharge.
• Contacts referral providers and client to support adherence to discharge plan appointments.
• Makes post discharge contact with clients to assess adherence to discharge appointments and provides resources to clients’ post-discharge when barriers are identified regarding continued care needs.
• Collaborate with discharge planner and clinical staff as necessary to complete these tasks.
• Demonstrates the knowledge of when to seek the help or guidance from immediate supervisor or appropriate resource program and reports to supervisor circumstances which might adversely affect safe and therapeutic client care.

WALKER CENTER CITIZENSHIP:

• Accepts, follows, and sets an example that represents The Walker Center’s policies, philosophy, mission and values.
• Demonstrates excellent service in all interactions to all those we come into contact with (coworkers, clients, families, venders, general public).
• Adheres to an established work schedule.
• Maintains confidentiality and exercises good judgement about what to say and when to say it.
• Is a self-starter, exhibits initiative necessary to complete tasks.
• Possesses ability to prioritize tasks to ensure completion according to significance.
• Able to work calmly and handle stressful situations which occur during busy periods of time.
• Consistent in checking accuracy of own work; keeps errors to a minimum and accepts personal responsibility for work.
• Contributes to a positive work environment through interactions with others.

• Bachelor’s degree preferred or relevant experience.
• Ability to work effectively within a multidisciplinary team environment.
• Excellent oral and written communication skills with the ability to interact effectively with a variety of individuals.
• Proficient in computer and scheduling software.
• Ability to use independent judgment and initiative while working in compliance with The Walker Center’s goals and philosophy.
• Ability to work in a task-oriented environment, including multitasking and managing multiple deadlines.
• Ability to collaborate effectively with management team members and staff.
• Ability to operate a variety of office equipment and machinery, including a computer, printer, photocopier, facsimile machine, and telephone.
• If in recovery from a Substance Use Disorder, must have a minimum of two (2) years of sobriety from substances of use.
• Ability to perform the physical requirements of the position including walking, standing, bending, stooping, pushing, pulling, lifting, typing, and repetitive motions.
• Must pass pre-hire requirements including a criminal background check, urinalysis (UA), and TB test.
• Must obtain CPR certification within ninety (90) days of hire.