Clinical Quality Assurance Specialist

Full Time; Can work five, 8 hour shifts or four, 10 hour shifts (Fridays required)

Pay Range:

Major Responsibilities:

• Serves as an expert for the PACT clinical workflows, policies, and standards.
• Assesses and evaluates operational procedures and identifies systemic quality improvement efforts.
• Performs quality auditing for all clinical staff, which includes inbound calls, outbound calls, prescription refills, appointments, out-bound correspondence, physician paging, ORIGAMI investigations, and other clinical processes. 
• Research provider messages, schedules, EPIC charts, and call recordings when auditing.  Investigates complaints/issues and follows through to resolution for ORIGAMI events.
• Provides detailed call auditing notes in Genesys Cloud and works with the clinical Leads and Supervisors to provide coaching to clinical teammates.
• Assists with the Quality Auditing aspect of performance improvement plans.
• Documents, tracks, and trends all quality auditing results and provide feedback to the Clinical Educator for curriculum improvement or development. 
• Identifies and recommends operational improvements.  
• Supports the Clinical Educator in curriculum development and retraining efforts, when needed.
• Assigns calls for calibration and presents results during calibration meetings.
• Establishes and maintains good working relationships with both internal and external customers of the PACT.
• Attend staff meetings and provide reports and trends, as required. 
• Participates in the development of quality standards and expectations. 
• Actively works with Supervisors and Managers to achieve the established quality performance metric standards.
• Actively participates in quality and workflow enhancement projects, and other duties, as assigned.

Licensure, Registration and/or Certification Required:

• Registered Nurse license issued by the state in which the teammates practice.

Education and Experience Required:

• Bachelor’s Degree in Nursing Preferred.
• 2 to 3 years of experience working as a Triage Nurse

Knowledge, Skills & Abilities Required:

• Demonstrates and applies a strong understanding of functional aspects of PACT operations.  
• Strong analytical and critical thinking skills.
• Possesses in-depth knowledge of clinical workflows and processes.
• Organized and able to set and manage priorities. 
• Comfortable with public speaking and leading meetings.
• Demonstrates a personal commitment to promoting high performance. 
• Thinks quickly and uses appropriate judgment. 
• Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues. 

Physical Requirements and Working Conditions:

• Remote Position

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent.  Incumbent may be required to perform other related duties.

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training

• Premium pay such as shift, on call, and more based on a teammate's job

• Incentive pay for select positions

• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs

• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability

• Flexible Spending Accounts for eligible health care and dependent care expenses

• Family benefits such as adoption assistance and paid parental leave

• Defined contribution retirement plans with employer match and other financial wellness programs

• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.