Nurse Navigation Quality Assurance Specialist
1 day ago
The Nurse Navigation Quality Assurance Supervisor plays a critical role in ensuring the highest level of quality care is delivered to patients and customers. This position is responsible for monitoring patient and provider interactions to ensure services align with organizational objectives.
Key Responsibilities- Perform quality checks by scoring call recordings and providing immediate feedback to improve nurse navigator performance.
- Establish and maintain quality control systems and processes to ensure patient interactions meet quality standards.
- Identify and resolve quality issues in department processes and work with team leaders to implement strategies for improvement.
- Monitor and resolve customer feedback and complaints in a timely manner.
- Participate as an internal consultant to the Quality Assurance Manager on issues including clinical metrics, staff performance, and trends affecting customers.
- Work with Nurse Navigation Clinical leadership to measure, evaluate, and adjust clinical protocols for ongoing quality improvement.
- Assist in the continuous review and improvement of evaluation programs.
- Participate in quality calibration sessions and facilitate coaching of staff for improvement opportunities.
- Work with the Quality Assurance Manager to develop processes to monitor clinical adoption of internal and external protocols and standards.
- Interpret data to provide formal reporting of outcomes, recommendations, and solutions, utilizing evidence-based criteria.
- Assist in developing annual quality performance plans to include all lines of departmental business, patient safety measures, transportation measures, and patient satisfaction.
- Assist clinical and operational leaders in accreditation processes and maintain documentation of all standards for compliance.
- Participate in regularly scheduled internal and external Quality Committee meetings.
- Work with Clinical and Operational leaders to perform workflow analysis, provide consulting on workflow changes, and validate post-go-live to resolve gaps or outstanding issues.
- Process, investigate, and resolve complaints and grievances received by clients, patients, and providers, and produce resolution reports to applicable internal and external stakeholders.
- Participate in interviewing and hiring new staff members as needed.
- Participate in call taking as needed.
- Active Licensed Practical Nurse (LPN), Licensed Vocational Nurse (LVN), or Registered Nurse (RN) required.
- 2-4 years of demonstrated clinical quality/consulting experience in acute/non-acute settings preferred.
- Strong communication and interpersonal skills, with excellent organizational and leadership abilities.
- Ability to work in highly complex, technical environments and maintain a flexible schedule to accommodate clinical hours for coaching.
- Strong skills in using Microsoft tools, such as Visio, Teams, and PowerPoint.
Global Medical Response and its family of companies are an Equal Opportunity Employer, committed to supporting veterans and providing opportunities for individuals with disabilities.
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