Clinical Services Quality Improvement Coordinator

Heartline

. Lead service-quality monitoring across all agency programs .

Posted 9/15/2026full-timeOklahoma • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in service-quality monitoring and quality improvement processes, with strong analytical skills to evaluate interactions and report performance metrics. Proficient in collaboration and communication to align program expectations and support consistent practices across teams.

Highest-signal resume keywords

Quality Improvement (QI) MonitoringAnalytical SkillsVerbal and Written CommunicationMicrosoft Office Suite ProficiencyMental Health or Crisis Intervention Background

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality Improvement (QI) MonitoringData AnalysisReport CompilationProgram-Specific Monitoring ToolsTracking Systems Management

Soft Skills

Interpersonal SkillsCustomer Service CommitmentOrganizational SkillsTime ManagementProblem-Solving Abilities

Tools & Technologies

Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook

Industry Keywords

Nonprofit ExperienceSocial ServicesPsychologySocial WorkCrisis Intervention

About the role

Key responsibilities & impact

Lead service-quality monitoring across all agency programs
Complete QI reviews for calls, chats, texts, and other interactions using program-specific monitoring tools and forms
Evaluate at least one interaction per counselor, per modality, each week
Monitor monthly QI results against the agency’s 70% or higher performance standard
Provide evaluated-interaction information so supervisors can prepare weekly reports
Highlight team focus areas, individual specialist performance across agency programs, and team breakdowns by supervisor
Participate in and conduct weekly internal clinical-team and external program-operational-team calibration meetings
Collaborate with program teams to identify quality trends, share QI findings, align program expectations, and support consistent practices
Report QI performance through approved evaluation forms and program-specific reporting processes
Participate in additional QI processes, including review requests from stakeholders, grantors, and leadership
Compile and enter information for tracking systems
Complete and interpret reports as assigned
Perform other duties as assigned

Requirements

What you’ll need

Must reside in Oklahoma
Some college experience required
Bachelor’s degree in social services, psychology, social work, or a related field preferred
Nonprofit experience preferred
Background in mental health or crisis intervention preferred
Relevant experience may be considered in place of formal educational requirements
Strong verbal and written communication skills
Excellent interpersonal skills and strong commitment to customer service
Strong organizational skills with attention to detail and accuracy
Effective time management skills and ability to prioritize tasks and meet deadlines
Strong analytical and problem-solving abilities
Ability to lead quality initiatives, facilitate calibration discussions, and influence consistent practices across cross-functional teams
Proficiency in Microsoft Office Suite applications, including Word, Excel, PowerPoint, and Outlook
Physically able to lift 20 pounds, sit for long periods, talk on the telephone, and bend/stoop
Some evenings/weekend work required

Benefits

Comp & perks

Comprehensive benefits package for eligible full-time employees and eligible family members
Medical, dental, and vision insurance
Employer 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 with 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
Remote work after completion of initial training period
Flexible scheduled work week
Support, recognition, and appreciation for jobs well done
Reasonable accommodations may be made for individuals with disabilities