The Clinical Services Quality Improvement Coordinator leads service-quality monitoring across all agency programs to strengthen the help seeker experience, ensure compliance with program protocols, and drive measurable improvement in clinical and customer service outcomes. The coordinator partners with trainers, shift supervisors, managers, and program teams to analyze trends, calibrate expectations, translate findings into actionable reports, and support consistent practices across the agency.

This role supports quality improvement activities across all current agency programs, and services as organizational needs evolve. To be considered for this role, applicants must reside in Oklahoma.

Job Responsibilities:

• Complete QI reviews for calls, chats, texts, and other interactions across all current agency programs, and any additional programs supported by the agency, using the appropriate program-specific monitoring tools and forms.
• Evaluate at least one interaction per counselor, per modality, each week, and monitor monthly QI results against the agency’s 70% or higher performance standard.
• Provide information from evaluated interactions in a timely manner so supervisors can prepare weekly reports that highlight team focus areas, individual specialist performance across agency programs, and team breakdowns by supervisor.
• Participate and conduct in weekly calibration meetings internally for the clinical team and externally for the program operational team.
• Collaborate with program teams to identify quality trends, share QI findings, align program expectations, and support consistent practices across all agency programs.
• Report QI performance through approved evaluation forms and program-specific reporting processes for the interactions reviewed.
• Participate in any additional QI processes adopted during the agreement period which could include additional review request from stakeholders, grantors, and leadership. 
• Compiling and entering information for tracking systems
• Completing and interpreting reports as assigned
• Other duties as assigned.

Education: Some college experience required; bachelor’s degree in social services, psychology, social work, or a related field preferred.

Experience: Nonprofit experience and a background in mental health or crisis intervention are preferred. Relevant experience may be considered in place of formal educational requirements.

 Required Skills and Abilities:

• Strong verbal and written communication skills with the ability to convey information clearly.
• Excellent interpersonal skills and a strong commitment to customer service.
• Strong organizational skills with attention to detail and accuracy.
• Effective time management skills with the ability to prioritize tasks and meet deadlines.
• Strong analytical and problem-solving abilities.
• Demonstrated ability to lead quality initiatives, facilitate calibration discussions, and influence consistent practices across cross-functional teams.
• Proficiency in Microsoft Office Suite applications (Word, Excel, PowerPoint, Outlook).
• Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.

Benefits: 

HeartLine offers a comprehensive benefits package to eligible full-time employees and their eligible family members. Benefits begin the first of the month following 60 days of full-time employment and include: 

• Medical, dental, and vision insurance 
• HeartLine currently pays 90% of the employee-only premium for the core medical plan
• $30,000 employer-paid basic life insurance
• Voluntary benefits through Mutual of Omaha, including term life, short-term disability, critical illness, hospital indemnity, and accident insurance
• 401(k) retirement plan eligibility beginning the first of the month following six months of employment, with a dollar-for-dollar employer match on the first 2% of eligible compensation contributed, subject to a six-year vesting schedule
• Eligibility for the Public Service Loan Forgiveness (PSLF) Program as an employee of a qualifying nonprofit organization

Benefits, eligibility requirements, and employer contributions are subject to change. 

Work Environment:

This position is remote upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done. 

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed. 

Contents may be subject to change to meet the needs of the organization.