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Supportive services and the Electronic Health Record (EHR) documentation system are critical to advancing the CCH mission and the accuracy of service delivery. The QI & A Specialist position, as part of the QI & A compliance team, leads quality assurance and improvement efforts for supportive services staff across all teams at CCH. This role coordinates integration, development, and maintenance of supportive services workflows in the EHR while supporting staff through training, chart review/auditing, and quality improvement initiatives. By combining system expertise with ongoing teaching, coaching, and the capture and correction of errant work, the Specialist ensures high-quality documentation, compliance, and continuous improvement in support of the organizational vision.

Duties/Responsibilities (Essential Functions)

•             Provide workflow training, technical assistance, and supervision of supportive services documentation in the EHR.

•             Monitor and ensure the quality of supportive services documentation in the EHR through regular audits, reviews, and reports.

•             Run and analyze data, identify trends, plan quality improvement projects, and provide retraining/reeducation as needed to improve performance.

•             Report audit results and compliance measures to leadership; collaborate with leadership to identify risks, liabilities, and areas of focus for staff supervision and ongoing learning.

•             Manage adherence to supportive services policies and procedures and ensure compliance with best practice guidelines, regulatory requirements, and system standards.

•             Engage in regular communication and training of managers/directors to discuss audit findings, review reports, provide support, and identify areas of focus for supervision/ongoing learning.

•             Maintain training platform(s), the learning management system (LMS) learning path and instructional materials in response to policy and regulatory changes as well as EHR upgrades.

•             Manage/Participate in EHR Superuser group to assist with training, advise on system changes, test new tools, and support implementation of new workflows and upgrades.

•             Collaborate extensively with QI & A team members and other technical services staff and program leaders to deliver high-quality governance and support to supportive services staff.

•             Work with the DATA team and other departments to execute projects, provide thoughtful problem-solving, and deliver technical assistance for the supportive services workflow.

•             Cosign/review charting of direct services by supportive services staff during the initial training phase and during periods of quality improvement.

•             Ensure timely and accurate recording of all clinical and non-clinical services, communications, and tasks in the EHR and other systems as required, maintaining complete and up-to-date charts including use of any future upgrades.

•             Perform other duties as assigned.

Education, Experience and Job Competencies

•    Minimum two years of professional experience in a healthcare environment performing technical analysis, data management and communication including collaborative work with other professionals (developers, managers, quality assurance, etc.).

•             Minimum two years of experience with one of the following: case management, peer specialist, client navigation, and/or other supportive services and the documentation of such services.

•             Experience with development and training of electronic health records preferred.

•             Experience in the behavioral health industry helpful.

•             Understanding of issues related to homelessness including common physical and behavioral health conditions, evidence-based interventions, complexities within provided services, and trauma-informed care.

•             Must be able to access and interpret information from computer screens and printed materials.

•             Must be able to manage multiple projects in a dynamic environment with respective stakeholders.

•             Must be able to adhere to process protocol.

•             Must be able to remain calm, think clearly, and apply sound judgement in high-pressure situations.

•             Must maintain superb customer service skills including effective interpersonal/assertive communication skills demonstrating a high degree of emotional intelligence.

Department Overview & Requirements

The QI & A Specialist is part of a team of people who provide training, EHR workflow management, reporting and performance analysis while managing a process of continual quality improvement and broad support to the organization. This team collaborates with organization leadership and various other workforce members to facilitate ongoing learning and high-quality client care through data-driven decisions, analysis, and training.