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, we help LGBTQ people lead healthier, happier lives, by keeping their minds and body well. All services are free or at a low cost. We’re also one of the few Federally Qualified Health Centers in the nation with providers who specialize in primary care for LGBTQ people and with a research team working to advance the care and treatment of people in our community.
JOB SUMMARY: The Quality Coordinator (QC) is responsible for support of Quality Management (QM) systems that maintain and improve the quality of services in Health Services (HS) at the Los Angeles LGBT Center. In collaboration with the Center’s QM team, the QC will create and operate systems to improve equitable access to health care services provided by the Center. Activities will include system development, direct contact with clients, and development and deployment of educational programming that focuses on the specific needs and concerns of the LGBTQ community. This position is also responsible for managing patient feedback mechanisms, including tracking, routing, and resolving client complaints and grievances in collaboration with the Quality team and Care Teams. Additionally, the QC may facilitate patient focus groups and workgroups to ensure client-centered input is integrated into quality improvement efforts and program planning.
% of Role ESSENTIAL FUNCTIONS
30% Quality Improvement and Performance Monitoring
• Lead quality-related workgroups and initiatives, setting priorities, guiding cross-functional collaboration, and driving decision-making to improve clinical and operational performance
• Design and oversee the development of performance dashboards and advanced analytical tools, determining appropriate methodologies and metrics to evaluate outcomes
• Conduct complex data analysis and interpret findings to make strategic recommendations to leadership that influence quality improvement and departmental goals
• Develop and propose quality improvement strategies, including technical assistance needs and monitoring adaptations, based on data insights and industry standards
• Identify systemic barriers to quality performance and develop data-driven solutions in alignment with the annual Quality Management Plan and regulatory compliance
30% Cross-Departmental Project Management and Leadership
• Manage cross-functional quality initiatives, exercising discretion in allocating resources, establishing timelines, and coordinating with stakeholders to ensure project success
• Design and deliver capacity-building training programs to expand departmental knowledge and integration of evidence-based quality practices
• Contribute to departmental strategic planning by providing expert analysis, identifying risks and opportunities, and advising on quality improvement priorities
30% Patient Experience Management and Service Enhancement
• Manage the full lifecycle of patient feedback, including intake, documentation, investigation, and resolution of complex complaints and grievances, ensuring compliance with regulatory standards
• Analyze patient experience data to identify systemic trends and develop recommendations that enhance patient-centered care and service delivery
10% Regulatory Compliance and Risk Management
• Maintain strict confidentiality standards and determine appropriate access to sensitive data for patients, staff, volunteers, and auditors in accordance with policy
• Represent the department during external audits and site visits conducted by health plans, federal, state, and local regulatory agencies, ensuring accurate presentation of quality processes, documentation, and outcomes
• Monitor for potential compliance risks and escalate concerns that could impact quality or ethical operations
0% Management Responsibilities (Budgetary & Direct Supervisory)
REQUIRED QUALIFICATIONS
• Minimum 2 years of education in a health or public health-related field, or equivalent work experience
• Ability to work independently and collaboratively to meet defined goals and deadlines
• Strong organizational, analytical, and prioritization skills with keen attention to detail
• Ability to take real-time meeting notes and summarize key information from meetings, training, and client feedback
• Proficiency with electronic health records systems, word processing, spreadsheets, and general computer use, including typing
• Excellent interpersonal, oral, and written communication skills and demonstrated ability to work effectively with healthcare providers, consumers, and staff at all levels
• Cultural competency in assessing and supporting systems of care serving gay, lesbian, bisexual, and transgender patient populations
• Spanish fluency strongly preferred
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, and 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 jobs@lalgbtcenter.org .