Contact Center Quality Analyst, Sr. jobs in Carmel, IN

Data Quality Analyst

Quality and Compliance

Damien Center Values

Dignity-Collaboration-Accountability-Equity-Quality-Innovation

Founded in 1987, Damien Center is Indiana's oldest and largest AIDS service organization (ASO) and serves more than 8000 individuals living with or at risk for HIV through a comprehensive, innovative approach to care and prevention. Our purpose is to be a trusted partner in providing services, education and advocacy for all people living with or at risk for HIV and any person seeking a safe and welcoming home for care. Our services include care coordination, clinical and pharmacy services, mental health, housing, and nutrition.

Position Summary:

The Data Quality Analyst within the Quality and Compliance team, under the direct guidance of the Lead Quality Manager, plays a pivotal role in advancing our commitment to delivering high-quality services and optimizing program outcomes. The Data Quality Analyst employs exceptional communication skills and proficiency in data analysis and visualization tools to distill intricate data findings into actionable insights, actively contributing to the success of initiatives directed by the Lead Quality Manager.

This position provides reliable support for the Lead Quality Manager, ensuring that data remains the cornerstone of quality improvement endeavors and the entire lifecycle of project planning, development, and implementation. The Data Quality Analyst brings forth specialized data analysis expertise tailored to both clinical and non-clinical programs, elevating the efficacy of quality improvement projects. Collaborating with the Lead Quality Manager and others on the Quality and Compliance team, this role is the cornerstone of data-driven decision-making, guaranteeing that our initiatives are not only meticulously planned but consistently refined based on actionable insights gleaned from comprehensive data analysis. This hands-on role presents an unparalleled opportunity to sculpt the trajectory of our quality assurance and improvement projects, with analytical acumen standing as the driving force behind our unwavering commitment to innovation, excellence, and impactful program and service delivery.

Duties and Responsibilities:

This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills.

• Conduct rigorous analysis of both clinical and non-clinical data, employing advanced methodologies to pinpoint areas for optimization and steering data-driven decision-making within the Quality and Compliance team.
• Innovate and execute comprehensive client satisfaction surveys across departments, leveraging innovative survey platforms to streamline processes and guarantee precision in data reporting.
• Spearhead the monitoring and reporting of key quality metrics across all organizational facets, closely collaborating with the Lead Quality Manager to synchronize data findings with strategic Quality Improvement (QI) initiatives.
• Deliver training sessions on data entry, analysis, and reporting methods, ensuring staff proficiency in utilizing an array of sophisticated tools including eCW, CAREWare, MARQE, Power BI, JotForm, SQL, SPSS (or SAS), and Excel.
• Orchestrate and evaluate multifaceted quality improvement projects for both clinical and non-clinical domains, infusing insights derived from data analysis to elevate project efficacy.
• Serve as the primary liaison for privately and publicly funded grant data reporting, meticulously adhering to grant requirements and maintaining an unwavering focus on data integrity and purity.
• Rigorously monitor and report client satisfaction information, actively engaging with clinical and non-clinical teams to identify opportunities for improvement and implementing enduring changes.
• Scrutinize data for discerning trends and health disparities, effectively conveying pivotal insights to stakeholders and ensuring strict adherence to grant stipulations.
• Provide invaluable expertise and guidance in the adept utilization of data analysis, reporting, and visualization software, actively contributing to quality assurance endeavors tied to grant deliverables.
• Contribute substantively to United Way reporting, overseeing the meticulous collection and synthesis of data for impactful mid-year and year-end reports.
• Forge collaborative cross-functional partnerships, ensuring a seamless and accurate flow of data reporting to funders and leadership.
• Institute exacting standards for upholding valid and reliable information, fostering consistency, accuracy, and on-demand availability of quality data for diverse organizational requisites.
• Anticipate and adeptly respond to emerging data needs, proactively architect processes, and procedures to guarantee the continual availability of high-quality data and fortify the organization's commitment to continuous improvement.
• Extend unwavering support and guidance to the Quality and Compliance team, establish high standards of quality for maintaining valid and reliable information and data throughout the organization and actively participating in multifaceted quality improvement projects and steering various data-related initiatives.
• Collaborate on the development of performance measures, meticulously analyze data trends, draw insightful comparisons with health equity measures, and pinpoint areas ripe for transformative improvement.
• Craft dynamic and easily customizable dashboards and data visualization tools for both programmatic and agency-wide scrutiny, enriching monitoring capabilities.
• Facilitate comprehensive training and ongoing support for Quality and Compliance team members in mastering data collection and reporting tools, ensuring a proficient and empowered workforce.
• Champion the establishment and maintenance of Damien's data information database and warehouse, diligently overseeing data storage, monitoring access, and ensuring reporting dashboards consistently reflect high-quality outcomes.
• Collaborates with all levels of the organization to ensure quality data can be provided regularly (monthly, quarterly, annually, etc.) or as needed, to report to private and public funders and organization leadership.
• Responsible for ensuring that quality data is consistent, accurate, and readily available upon request for supporting various organizational needs, which may include grant applications, needs assessments, site monitoring visits, audits, and reporting performance measures for all programs and services as well as client and patient outcomes. This level of maintenance starts with managing the acquisition of data and the implementation of advanced data processes and continues with the effective distribution of data.
• Collaborate with the other Quality team members and organizational leadership to anticipate potential data needs, and respond to those needs, by planning strategically and proactively developing processes and procedures to ensure quality data is readily available. This position ensures that Damien Center is utilizing all available data to communicate our impact and demonstrate continuous quality improvement across all programs.
• Utilizes quality maintenance and governance of the organization's data and information to support and guide the Quality and Compliance team in quality improvement projects and other data-related projects, as needed.
• Maintain strong confidentiality standards and adherence to HIPAA (Health Insurance Portability and Accountability) compliance.
• Performs special assignments and other work, on an as-needed basis. 

Education and/or Experience

Bachelor's degree in a relevant field such as Data Science, Statistics, Computer Science, Informatics, Public Health, Business Administration, or Non-Profit Management or a related field required. Master's Degree in a relevant field preferred.

Three years of progressive experience in data analysis/reporting/visualization, statistics, informatics, or similar area required, with five or more years preferred. Demonstrated proficiency in data analysis (e.g., SQL, Python, R), visualization tools (e.g., Tableau, Power BI), and Excel required. Competency with survey/evaluation platforms and electronic medical/health records as well as fluency with SAS, SPSS, or other statistical software required. Previous experience in a medical or non-profit setting preferred. Experience in grant reporting and compliance is a plus.

Bilingual in Spanish/English is a plus.

*Work or lived experience may substitute for education requirements on a case-by-case basis.

Knowledge, Skills, and Abilities:

Possess superior organizational and administrative skills. Excellent interpersonal and communication abilities. Excellent computer skills in a Microsoft Windows environment. Ability to work independently and achieve high standards of productivity, achieving deadlines and with superior product results. Strong calendaring, organizational, and document management skills required. Proactive approach to solving problems and communicating to leadership. Knowledge of office management systems, procedures, and office equipment required. Excellent time management skills and ability to prioritize work.

Qualifications

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions. The individual in this role must display the highest level of integrity and confidentiality. The individual should have effective communication skills, attention to detail and organization, and flexibility and adaptability. The individual will also maintain knowledge of trends in their area of responsibility.

Physical Demands: 

The physical demands described here are general representations of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, talk, and hear. The employee frequently is required to use hands to touch and handle objects. The employee frequently stands or walks.
• The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions. Remote work is on a case-by-case basis and must be approved by the supervisor.

• Office setting, with sustained use of a computer.
• The noise level in the work environment is minimal to moderate.
• Individuals should maintain personal and professional competency and work to create an environment of courtesy, respect, inclusion, and positivity in all interactions both internal and external to the organization.

• FLSA Status: Salaried, Full-time, Exempt               
• Leader: Lead Quality Manager
• Salary: $49,500

• Benefits: 
• 150 hours of PTO in the first year followed by 195 hours per year moving forward.

• 12 paid holidays
•  Medical coverage options include a PPO plan or a HDHP.
• Dental & Vision plans
• Health Saving Account or Flexible Spending Account
• Dependent Care Flexible Spending Account
• Employee Assistance Program
• 403b Retirement Account with 5% matching and 100% vesting after 90 days
• Life Insurance @ 2 times the annual salary
• Voluntary Life Insurance Plan including spouse and child coverage options
• Short- & Long-Term Disability Plans
• Premium Subscription to the CALM APP which assists with anxiety, stress & other mental health challenges
• Professional Development Opportunities
• Tuition Assistance
• Annual performance review that includes an annual performance-based salary increase

Protecting our team members, clients, volunteers, and community partners is an integral part of how we ensure our continued work with the clients we serve.  As a condition of employment, Damien Center requires team members to be vaccinated against influenza and receive a tuberculosis skin test (or chest x-ray) annually, and to be vaccinated against COVID-19 (including all boosters), barring an approved religious or medical exemption.   

Damien Center is an Equal Opportunity Employer

Damien Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, family status, ethnicity, national origin, age, disability, marital status, amnesty, status as a covered veteran, other legally protected status, or genetic (including family medical history) information.

Damien Center complies with applicable federal laws and with all state and local laws governing non-discrimination in employment in every location in which Damien Center has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Please apply at www.damien.org/job-opportunities

This position description does not constitute a contract of employment or guarantee of any terms or conditions of employment.  Damien Center employees are employed on an at-will basis. Nothing in this position description restricts Damien Center's right to assign or reassign duties and responsibilities to this position at any time.