Quality Coordinator

Program: Quality Management

Department: Health Services 

Reports to: Quality Manager 

Status: 100% Full-time, Non-exempt

Probation: 90 Days 

Benefits: Medical, Dental, Vision, Life, and Long-Term Disability Insurance, Employee Assistance Program, and 403(b) Retirement Plan

CENTER’S MISSION: Building a world where LGBT people thrive as healthy, equal, and complete members of society.

DEPARTMENT SUMMARY: As the nation’s largest and most experienced provider of LGBT medical and mental health services, the Health Services department helps LGBTQ people lead healthier lives by providing free or low-cost services. The department includes specialized primary care providers and a research team advancing care and treatment for the LGBTQ community.

JOB SUMMARY: The Quality Coordinator supports Quality Management activities to maintain and improve the quality of services within Health Services. This role coordinates quality improvement projects, patient feedback mechanisms, and educational programming tailored to the needs of the LGBTQ community. The position involves system development, data analysis, and cross-functional collaboration to enhance equitable access to care, advance patient- centered outcomes, promote health equity, and drive continuous quality improvement efforts.

ESSENTIAL FUNCTIONS

Quality Improvement and Performance Monitoring

•    Conduct culturally responsive patient outreach via phone, text, patient portal, or email to support preventive care follow-up, care gap closure, appointment reminders, and quality measure completion in collaboration with the Quality Improvement Outreach Specialist and care teams.

•    Coordinate quality-related workgroups, meetings, and initiatives, including agenda development, meeting minutes, action item tracking, follow-up activities, priority setting, and cross-functional collaboration to improve clinical and operational performance.

•    Support activities tied to the annual Quality Management Plan (QMP), including tracking progress, monitoring follow-up items, assisting with quality improvement documentation, and supporting alignment with departmental quality initiatives and compliance requirements.

•    Assist in the design and maintenance of performance dashboards, tracking logs, spreadsheets, reporting tools, and analytical resources used to support quality improvement activities and departmental performance monitoring.

•    Collect, organize, analyze, and summarize quality-related data, survey results, operational reports, workflow observations, quality metrics, pilot outcomes, and other performance information for review by the Quality team, workgroups, and departmental leadership.

•    Interpret findings and identify trends, systemic barriers, workflow issues, and opportunities for improvement to support data-informed recommendations and quality improvement planning.

•    Track and summarize pilot intervention outcomes and operational feedback to support evaluation, implementation discussions, and ongoing refinement of quality improvement strategies.

Cross-Departmental Project Coordination

• Coordinate cross-functional quality initiatives, supporting resource allocation, scheduling, timeline management, stakeholder communication, and tracking of assigned deliverables.

•    Coordinate pilot implementation activities for quality improvement interventions identified by workgroups and leadership, including workflow coordination, communication, timeline tracking, monitoring assigned deliverables, and supporting follow-up activities.

•    Assist with scheduling meetings, maintaining project trackers, organizing departmental documentation, and monitoring completion of assigned quality-related tasks and action items.

•    Prepare meeting materials, workflow documents, educational resources, and other support materials related to quality improvement and operational initiatives.

•    Assist in the design and delivery of capacity-building training programs to enhance departmental knowledge of quality practices.

•    Contribute operational insights to departmental planning by identifying risks, implementation barriers, and opportunities related to quality improvement.

Patient Experience and Feedback Management

•    Assist with documenting outreach attempts, patient responses, and follow-up activities within established workflows and tracking systems.

•    Maintain organized and accurate records related to patient feedback activities and assist with identifying recurring trends or opportunities for service improvement.

•    Assist with patient surveys, focus groups, and other patient experience activities designed to support quality improvement and patient-centered care efforts.

•    Support the tabulation, organization, and analysis of CAHPS surveys and other patient feedback data, summarizing findings and identifying trends to support quality improvement planning and patient-centered care initiatives.

•    Contribute to the preparation of survey memos, summaries, and reports for the Quality team and departmental leadership.

•    Analyze patient experience data to identify trends and support recommendations for enhancing patient-centered care.

Regulatory Compliance and Documentation Support

•    Assist with organizing and maintaining documentation related to audits, site visits, quality reviews, regulatory readiness activities, and departmental compliance needs.

•    Support department representation during external audits and site visits by health plans and regulatory agencies.

•    Maintain confidentiality of patient, employee, and organizational information in accordance with Center policies and regulatory requirements.

•    Perform other related duties as assigned in support of departmental and organizational operations.

NON-ESSENTIAL FUNCTIONS

•  Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None. No direct staff management or supervisory responsibilities.

REQUIRED QUALIFICATIONS

•    Cultural competency in assessing and supporting systems of care serving gay, lesbian, bisexual, and transgender patient populations.

•    Experience with HEDIS, UDS, MCAS, value-based care programs, and quality improvement methodologies.

•    Experience supporting quality management or health services operations preferred.

•    Minimum 2 years of education in health or public health-related field or equivalent work experience.

•    Proficiency with electronic health records systems, word processing, spreadsheets, and general computer use.

•    Knowledge of quality management principles, data analysis, and LGBTQ health care considerations.

PREFERRED QUALIFICATIONS

•    Spanish fluency.

•    Certifications such as CPHQ, Lean, or Six Sigma are considered beneficial.

PHYSICAL REQUIREMENTS

•    Prolonged sitting and computer use. Ability to communicate effectively and take meeting notes.

WORK ENVIRONMENT / SCHEDULING REQUIREMENTS

Office environment within healthcare setting. Cross-functional collaboration. Confidentiality requirements. Works a standard full-time Monday through Friday schedule within Health Services business hours. Occasional schedule flexibility may be required to support audits, regulatory reviews, quality initiatives, meetings, or project deadlines.

The Los Angeles LGBT Center is an Equal Opportunity Employer and is committed to fostering diversity within its staff. Applications are encouraged from all persons regardless of their race, color, ancestry, national origin, sexual orientation, gender identity and expression, sex, pregnancy, childbirth and related medical conditions, religion, disability, age, military or veteran status, including status as a victim of domestic violence, assault or stalking, genetic information (including family medical history), political affiliation or activities, medical or health conditions, or marital status.

The Center has implemented a mandatory COVID-19 vaccination policy as a condition of employment for all employees who work on the Center’s premises, subject to applicable federal, state, and local laws. For more information, please contact [email protected].