Director of Quality Management, #1249

LifeWorks NW has over 60 years of experience providing holistic mental health and addiction services for all ages throughout the Portland metro area. We are a private, non-profit organization serving over 30,000 youth, adults, and older adults annually. We know that "life works" when people get the help they need and are dedicated to changing lives.

POSITION TITLE: Director of Quality Management 

REPORTS TO: VP of Operations 

DEPT/PROGRAM: Administration 

LOCATION: SW Portland 


LifeWorks NW Quality Management Director is responsible for developing and overseeing the infrastructure to support clinical quality, performance improvement and corporate compliance for LifeWorks NW programs and clients. This person functions as a change agent utilizing performance improvement data analysis and external drivers to drive continuous improvement initiatives for LifeWorks NW. The Quality Management Director manages a department (staff) that assess and impacts improvement of consumer outcomes, organizational quality priorities and service area's key performance indicators through monitoring, analyzing, reporting and facilitating improvement of clinical processes and outcomes performance. This position also oversees the agency's corporate compliance program, external audits, corrective action plans and policy and procedure management. This position reports to the VP of Operations and partners with the VP of Clinical Services and the Service Director team providing consultation, investigation, reporting and facilitation for clinical quality metrics, improvement plans and rapid cycle improvement tactics.

Essential Responsibilities: (Must be able to be performed with or without reasonable accommodation.)

  • Develops and maintains quality data bases, collects and analyzes related data and facilitates the agencies Quality Management (QM) Committee and/or presents to the Board of Directors.

  • Manages the QM process in regards to meeting deadlines, gathering data from other departments or outside entities, etc.

  • Oversees agencies consumer satisfaction surveys, collects and tabulates the data and makes recommendations for process improvements based on outcomes.

  • Reviews internal and external audits and makes recommendations for process improvement.

  • Ensures policies and procedures are in alignment and pertinent to the Quality Assurance and Corporate Compliance program.

  • Oversees Corporate Compliance program, conducts internal fraud, waste and abuse investigations and makes recommendations.

  • Follows all office policies and procedures either written or verbal.

  • Attends internal and external meetings as required.

  • Interacts with LWNW billing department to ensure proper documentation for service delivery.

  • Participates in professional development activities, maintains professional affiliations and promotes staff interactions, harmony and teamwork.

  • Meets performance standards for productivity, accuracy and quality of work, customer service, teamwork, attendance and punctuality as well as projects/objectives as defined in the Performance Review.

  • Participates in regular individual and team meetings with supervisor. Attends occasional informational and clinical meetings which may include all staff and team meetings, consultation with other staff and required trainings.

  • Understand the requirements of clinical documentation in electronic health record system and is able to run reports as needed.

  • Checks e-mail/voice mail daily/throughout the day when working responding to contacts within appropriate timeframes

  • Continually works to increase level of cultural sensitivity, awareness and competency.

Work Activities

Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.

Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.

Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.

Documenting/Recording Information - Entering, recording, storing, or maintaining information in written or electronic form.

Judging the Qualities of Things, Services, or People - Assessing the value, importance, or quality of things or people.

Thinking Creatively - Developing, designing, or creating new applications, ideas, relationships or systems.

Provide Consultation and Advice to Others - Providing guidance and expert advice to coworkers and clinical team.

Communicating with Supervisors and Peers - Providing information to supervisors and coworkers by telephone, in written form, e-mail, or in person.

Communicating with Persons Outside Organization - Communicating with people outside the organization, representing the organization to clients the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

Evaluating Information to Determine Compliance with Standards - Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.

Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize ,organize, and accomplish your work.

Qualifications: (Equivalent education and/or experience may be substituted for qualifications.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each task proficiently.)

  • Master's degree in an approved mental health related field (must meet QMHP criteria as defined by state law); CADC preferred.

  • Requires clinical experiences with psychiatric and substance use disorders.

  • 3  years in similar role/department within the behavioral health field preferred.

  • Knowledge of computer applications related to data management. Demonstrated competency in Access and/or SQL is preferred.

  • Ability to examine documents for accuracy and completeness.

  • Knowledge of and adherence to HIPAA rules and regulations that protect Personal Health Information (PHI).

  • Ability to work effectively with consumers and co-workers. Ability to communicate clearly.

  • A basic knowledge of ISSR/OARS practice processes.

  • Demonstrated effective communication skills and able to maintain a cooperative working relationship with others in a culturally diverse environment.

  • Good computer skills including a functional knowledge of Microsoft Outlook, Word and Excel.

  • Ability to master use of proprietary software including electronic health record system.

  • Demonstrates effective communication skills and maintains a cooperative working relationship with others in a culturally diverse environment.

  • Ability to perform essential functions of job without creating a direct threat to the safety of self or others.


  • Therapy and Counseling - Knowledge of principles, methods, and procedures for diagnosis, treatment, rehabilitation, and counseling. Familiarity of applications of evidence based practices appropriate to client population.

  • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

  • Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

  • Law and Government - Knowledge of administrative rules as they apply to LifeWorks NW.


  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

  • Negotiation - Bringing others together and trying to reconcile differences.

  • Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

  • Monitoring - Monitoring/Assessing performance to make improvements or take corrective action.

  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.


  • Oral Expression - The ability to communicate information and ideas in speaking so others will understand.

  • Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

  • Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

  • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.

  • Written Expression - The ability to communicate information and ideas in writing so others will understand.

Equal Opportunity Employer