Quality Measurement and Improvement Manager in Poughkeepsie, New York at Family Services Inc.

Title: Quality Measurement and Improvement Manager

Salary: $70,000 - $78,000 annually

Status: Full-Time, Exempt, 40 hours per week

Supervisor: Vice President of Operations

Location: Ulster & Dutchess Behavioral Health Centers

Function:
The Quality Measurement & Improvement Manager is responsible for developing and leading the quality measurement and improvement system for Behavioral Health. This role defines what the organization measures, ensures those measures are meaningful and trusted, and leads a disciplined, practical approach to improving a focused set of priorities.

The Quality Measurement & Improvement Manager owns the quality improvement system, including the measurement framework, dashboard structure, Quality Improvement Committee (QIC), Quality Improvement Project (QIP) portfolio, and formal quality program documentation. This role works closely with clinical, operational, finance, compliance, and Health Informatics/EHR partners to ensure that quality improvement is tied to agency strategy, mission, and measurable impact.

This role serves as a strategic improvement engine, using formal quality structures to create clarity, credibility, accountability, and a reliable record of progress, challenges, and learning.

The Quality Measurement & Improvement Manager supports performance improvement across Behavioral Health by helping leaders connect quality measures, operational indicators, clinical outcomes, and resource stewardship into a coherent improvement agenda.

• Develop and maintain the measurement framework that connects Board-level Objectives and Key Results (OKRs), leadership-level Key Performance Indicators (KPIs), and clinic management steering metrics.
• Ensure key performance measures are clearly defined, consistently calculated, and useful for decision-making.
• Create a coherent structure that helps leaders understand how operational, clinical, financial, workforce, and client experience measures relate to one another and to agency priorities.

• Partner closely with Health Informatics/EHR analysts to ensure dashboards, reports, and quality measures reflect how care and operations actually occur in practice.
• Work with the Quality Improvement Committee (QIC), Quality Improvement Project (QIP) teams, and Health Informatics/EHR staff to review data integrity, identify gaps between workflow, documentation, and reported data, and resolve or clearly document known limitations.
• Support confidence in the measurement system by ensuring leaders can trust the data enough to use it for management, learning, and improvement.

• Develop, facilitate, and lead the QIC as the central structure for prioritizing, monitoring, and advancing quality improvement work across Behavioral Health.
• The QIC will include clinical representatives from each clinic, clinical leadership, Health Informatics/EHR representation, the Practice Operations Manager, and other operational, finance, facilities, or administrative stakeholders as appropriate.
• Lead the Committee as a working body with directive responsibility for advancing a focused quality improvement agenda aligned with the Institute for Healthcare Improvement (IHI) Quadruple Aim: improved client experience, improved clinical outcomes, improved workforce experience and retention, and responsible stewardship of cost and resources.

• Train and coach QIC members, QIP owners, and key Behavioral Health leaders in practical quality improvement methods, including root cause analysis, Plan-Do-Study-Act (PDSA) cycles, measure selection, quality project charters, and use of data for improvement.
• Use formal QI discipline without overburdening teams with unnecessary tools or protocol. The goal is to create enough structure to support learning, accountability, and improvement.
• Build QI capacity across the organization so that improvement work does not reside with one person and becomes a shared leadership capability.

• Through the QIC, create and manage a focused portfolio and pipeline of QIPs, including project charters, aim statements, measures, owners, timelines, and review cadence.
• Ensure QIPs are tied to organizational priorities and connected to relevant KPIs and OKRs, so improvement work remains focused, measurable, and strategically aligned.
• Support QIP owners in maintaining momentum, documenting progress, surfacing barriers, and closing the loop on what was learned. Their success is the success of this role.

• Strengthen the operational systems that support timely client access, follow-up scheduling, early engagement, visit continuity, and completion of care.
• Identify and address breakdowns in client flow — particularly in early engagement, follow-up coordination, and handoffs between front office and clinical staff — to improve throughput and reduce avoidable drop-off.

• Use a relational, practical, and change-oriented approach to challenge leaders constructively, push for prioritization and follow-through, and inspire active participation in quality improvement work.
• Ask strong questions, surface unclear assumptions, and help leaders connect improvement efforts to measurable difference for clients, staff, and the organization.
• Help build a culture in which quality is not simply a stated value, but a visible management discipline that fuels confidence, learning, and progress.

• Provide direction and supervision to assigned administrative or program support staff who assist with Quality Improvement Committee coordination, QIP tracking, documentation, meeting preparation, and related support activities.
• When appropriate, supervise part-time staff support and interns assigned to the quality program, ensuring their work is well-scoped, useful, and connected to the broader quality improvement system.
• Use support capacity thoughtfully to extend the reach of the quality improvement function without diluting accountability for the overall QI system.

Other duties as assigned

Skills and Abilities:

• Working knowledge of quality measurement and performance improvement methods, or demonstrated ability to learn and apply them in a healthcare or human services environment
• Ability to translate organizational priorities into meaningful measures, dashboards, and improvement projects
• Comfort working with data, reports, and EHR-based measurement systems
• Ability to partner effectively with Health Informatics/EHR staff while owning measure definitions, reporting requirements, and interpretation
• Strong facilitation skills, including the ability to lead working groups, train staff, and maintain momentum across teams
• Ability to challenge leaders constructively and push for clarity, prioritization, and follow-through
• Strong relational judgment and change-management skills
• Practical, non-bureaucratic approach to quality improvement
• Clear written communication, including the ability to prepare quality plans, workplans, annual evaluations, project charters, and leadership summaries

• Bachelor’s degree required; master’s degree in health administration, public health, social work administration, public administration, business, or related field preferred
• 5+ years of experience in healthcare, behavioral health, human services, quality improvement, performance management, health informatics, or related field
• Experience developing or using dashboards, KPIs, quality measures, or performance reporting systems
• Experience with quality improvement methods such as PDSA, root cause analysis, process mapping, logic models, quality project charters, or related approaches preferred; related experience in data analysis, project management, program operations, or performance improvement will be considered
• Experience facilitating cross-functional teams, committees, or improvement projects
• Experience in behavioral health, outpatient services, nonprofit human services, or NYS OMH-regulated environments preferred
• Supervisory or project leadership experience preferred

• Ability to attend meetings across agency sites and maintain sufficient visibility in clinic operations to ensure that measures and improvement projects reflect real-world practice.
• Must have established cell phone, willing to use for work (will be reimbursed), with effective coverage for the Hudson Valley area.

Benefits:

• Medical, dental, and vision coverage.
• 403(b) retirement plan with employer match up to 5%.
• Generous paid vacation, holiday, sick and personal time package (2 weeks’ vacation in first year, 13 paid holidays per year, 12 sick days per year and 4 personal days per year).
• Access to Family Services’ Compassionate Leave Program where employees can donate/receive unused time off.
• Group term life and long-term disability insurance.
• Supplemental life insurance & accidental death and dismemberment coverage (AD&D),
• Supplemental insurance through Aflac.
• Employee assistance program (EAP).
• Pet insurance.

Our Mission:

Family Services brings people together to find the support they need, improving their lives and communities, and building a stronger safer Hudson Valley.

Our Values:

Compassion – Extending empathy and understanding to others.

Integrity – Being honest and dependable.

Hope – Believing in the strength of the human spirit and heart, to emerge and thrive when faced with a challenge.

Diversity – Promoting a vision of community comprised of wide-ranging assets.

Respect – Treating all individuals with dignity and without judgement.

Community – Recognizing and reinforcing the importance of our world as being comprised of people of differing strengths and perspectives.

Justice – Promoting social and economic equity and fairness.

Quality – Aspiring for excellence in every aspect of our work.

#INDBH

Family Services, Inc. complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact hr@familyservicesny.org.

Family Services is an equal opportunity employer. We follow federal, state, and local laws prohibiting discrimination in hiring and employment.

Must be authorized to work in the United States without work sponsorship.