Quality Coordinator - Client Experience

Central City Concern is an innovative nonprofit agency providing comprehensive services to single adults and families in the Portland metro area who are impacted by homelessness, poverty and addictions. We hire people that are skilled and passionate to meet our mission to end homelessness through outcome-based strategies which support personal and community transformation.

The Quality Coordinator - Client Experience is a key member of the Quality department, responsible for supporting the advancement of enterprise performance on client experience. The Quality Coordinator - Client Experience works closely with other members of the Quality department, program leaders and teams, and other enabling services departments to assure and improve client experience performance. The Quality Coordinator - Client Experience is expected to perform with a moderate degree of independence, including demonstrating initiative and exercising professional judgment within a defined scope of responsibilities.

Schedule: Monday - Friday, 8:00am-5pm

Compensation: Starting at $62,025.30 annually

MINIMUM QUALIFICATIONS:

• Bachelor's degree in a relevant field or another combination of education and professional experience as appropriate.
• Three (3) or more years of experience in a customer service, healthcare, social services, or safety net setting; some direct client- or customer-facing experience is strongly preferred.
• High level of computer literacy, including the ability to learn new applications.
• Must pass a pre-employment drug screen, TB test, and background check. This includes clearance by the DHS Background Check Unit.
• Physical ability to bend, stoop, kneel, squat, twist, reach, pull, and lift heavy objects.
• Must adhere to agency's non-discrimination policies.
• Ability to effectively interact with co-workers and clients with diverse ethnic backgrounds, religious views, cultural backgrounds, lifestyles, and sexual orientations and treat each individual with respect and dignity.

ESSENTIAL DUTIES AND RESPONSIBILITES:

• Develop and continuously improve subject matter expertise in client experience and engagement, including ability to train others and to senior leadership.
• Support the management and continuous improvement of systems to collect quantitative and qualitative data related to client experience and engagement.
• Support processes for assuring visibility of and active engagement with qualitative and quantitative performance data related to client experience and engagement, including assisting with the creation of visual management tools, reports, and presentations.
• With guidance from supervisor and senior staff, analyze qualitative and quantitative performance data for client experience and engagement to identify trends, disparities, and opportunities for improvement. Assist with the development and presentation of recommendations to leadership based on results of analyses.
• With guidance from supervisor and senior staff, assist with the development and implementation of improvement projects.
• Provide support to the OII leadership team, including assisting with special projects and tasks such as scheduling, meeting minutes, and data entry.
• Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to CCC policies and agreements regarding confidentiality, privacy, and security. Support compliance with all privacy and security requirements pursuant to community partners' and outside providers' patient confidentiality agreements, including privacy and security requirements for EMR access. This includes immediately reporting any breach of protected health information or personal identification information of any person receiving CCC services by CCC or an outside provider to the CCC Compliance Department, as well as to your supervisor or their designee.
• Provide the highest standard of customer service to internal and external stakeholders, including CCC clients, CCC staff, and community members.
• Attend all mandatory CCC trainings in a timely manner.
• Other duties as assigned.

SKILLS AND ABILITIES:

• Ability to consider the impacts and outcomes for underserved communities during decision-making processes.
• Ability to consider impacts of systems of oppression, structural racism, and individual bias on client access, outcomes, and experience.
• Ability to develop knowledge of care and service quality related to portfolio.
• Analytic skills, including the ability to analyze and interpret quantitative and qualitative data, relevant academic literature, and other information sources.
• Critical thinking skills, with the ability to challenge assumptions and identify root causes to problems.
• Good decision-making skills and professional judgment, including ability to understand scope of authority and willingness to seek guidance and direction from supervisor and senior staff.
• Excellent customer service, including the ability to demonstrate diplomacy and tact with a wide range of constituencies under stressful circumstances.
• Highly adaptable, with the ability to respond flexibly and positively to change and apply past learning to novel situations.
• Good communication skills, with the ability to communicate clearly, concisely, and appropriately both orally and in writing.

Benefits: Central City Concern offers an incredible benefits package to our Regular/FT employees:

• Generous paid time off plan which provides up to 4 weeks of PTO accrual in the first year. Accrual increases with longevity.
• Amazing 403(b) Retirement Savings plan with competitive employer match with 4.25% in the first year, 6% in the second year, and 8% in the 3rd year.
• 11 Recognized Holidays & 2 Personal Holidays.
• Comprehensive Medical, Vision, and Dental insurance coverage.
• Employer Paid Life, Short Term Disability, AND Long Term Disability Insurance!
• Excellent relocation package for those roles that qualify.
• Sabbatical Program offering extended time off at years 7, 14, and 21.

This description is intended to provide a snapshot of the work performed and is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of the position.

As an agency deeply rooted in recovery, part of our policy and commitment to a drug and alcohol-free workplace includes post-offer, pre-employment drug screens. Please note we follow Federal Guidelines regarding prohibited substances, even for those legal at the state level.

Central City Concern is a second chance employer and complies with applicable laws regarding consideration of criminal background for employment purposes. Government regulations, contractual requirements, or the duties of this job may require CCC to conduct a background check and take appropriate action to address prior criminal convictions.