Quality Assurance Specialist
2 weeks ago
About the Role
We are seeking a highly skilled Quality Assurance Analyst to join our team at Hackensack Meridian Health. As a Quality Assurance Analyst, you will play a critical role in identifying areas of improvement specific to each DME & Infusion area and working with department leaders to address them.
Key Responsibilities
- Identify improvement priorities specific to each DME & Infusion area, taking into consideration regulatory & accreditation requirements of relevant agencies such as CMS, New Jersey Board of Pharmacy, New Jersey Board of Respiratory Care, and The Joint Commission.
- Conduct sales order reviews to assess compliance with process, conformity to the prescriber's order, and insurance regulatory standards. Identify quality measure trends and improvement opportunities, and report and address deficiencies with Customer Service/Intake Supervisor(s).
- Assist with staff training and education related to quality initiatives. Develop methods of engaging and developing team members in the work of quality initiatives and improvement measures based on business trends.
- Utilize the Brightree Scorecard & Executive Dashboard features to identify and drive improvements reviewed and approved by DME & Infusion Senior Leadership.
- Monitor metrics and KPIs established by DME & Infusion Senior Leadership to accurately demonstrate improvement in quality across the DME & Infusion divisions. Effectively trend performance data over time against internal and external benchmarks to identify improvement opportunities and progress.
- Identify patterns and deficiencies and report to department leaders. Assist Customer Service Supervisor with staff education and training utilizing examples of errors discovered in order quality review.
- Assist department leaders with team member mentoring of Customer Service Representatives, Delivery Technicians, and Accounts Receivable Coordinators through education based on quality review projects.
- Organize and assist with reporting for quarterly performance improvement activities and initiatives.
- Perform DME & IV sales order confirmations in Brightree EMR following the steps outlined in the Pre-Bill Review and Confirmation Process Job-aid document. Identify deficiencies in pricing/HCPCS coding and work with RCM management to correct these issues before confirmation. Utilize the sales order error custom fields to log order intake errors found at the time of confirmation.
- Confirm and monitor Pickup & Exchange orders to ensure they are all processed in a timely manner.
- Identify serialized equipment that is due for routine preventive maintenance. Enter a service request sales order for this maintenance and log the maintenance performed using the Brightree Item Maintenance reporting feature.
- Reconcile rental equipment with mismatched serial numbers. Contact patients as needed when serial numbers are incorrectly recorded. Assist patients with identifying where the serial number is located on each piece of equipment.
- Assist with equipment troubleshooting calls.
- Monitor and resolve unconfirmed sales orders utilizing the Sales Order Work List.
- Conduct daily audits of Delivery Technician completed deliveries to make certain they have properly completed all necessary forms. Use this as a training tool to re-educate staff as needed.
- Assist other staff members as needed, by completing various tasks as requested (i.e., coordinates deliveries/pickups with Patient Service Techs). Assure that tasks are completed in an accurate and timely manner.
- Coordinate work to achieve maximum productivity and efficiency. Consistently demonstrate the ability to organize the workday and recognize and establish priorities to make maximum use of downtime.
- Other duties and/or projects as assigned. Demonstrate flexibility with job responsibilities in all areas.
- Adhere to HMH's Organizational competencies and standards of behavior.
- Lift a minimum of 10 lbs., push and pull a minimum of 10 lbs., and stand a minimum of 2 hours a day.
Requirements
- Associate's degree with demonstrated relevant experience.
- Minimum of ten (10) years of experience in DME & IV operations.
- Strong customer service skills.
- Proven leadership qualities.
Preferred Qualifications
- Bachelor's degree or higher.
- Knowledge of Brightree, Transport Manager, Parachute Health, and EPIC.
- Performance improvement experience.
- Understanding of The Joint Commission and other regulatory standards.
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