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Clinical Services Lead

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Job Summary:
Under the direction of a Manager or Senior Manager, the Clinical Services Lead is an integral part of the account team, ensuring partner satisfaction through on-going communication and management of partner projects. The Clinical Services Lead ensures partner deliverables are met during new implementations and projects, monitoring and prioritizing case workflow, and handing first tier customer service issues.

Team Management:

  • Ensure partner deliverables are met by monitoring team member productivity as it pertains to abstracting, case finding & follow-up
  • Create case assignments, maximizing team members’ efficiency through analysis of documentation, i.e. time reports, ensuring case completion and turnaround time targets are met
  • Weekly team review of dashboard regarding team and project performance including case completion, quality metrics, efficiency standards, etc. Follow up with team members as needed to ensure work standards are being met
  • In partnership with the Clinical Data Lead, identify any performance issues through IRR and greenlighting, occurrence summary review reports, and/or partner concerns and share with the Senior Manager/Manager

Partner Management:

  • Collaborate with account team to achieve clear understanding of partner expectations, maintaining high levels of partner satisfaction through ongoing communication, including attendance at weekly meetings, emails, etc
  • Responsible for overall deliverables to partners including accurate submissions, case completion, etc.
  • Provide post implementation technology demonstrations for partners, as needed
  • Championing the use of QC technology to streamline internal workflows
  • Through discussions with partners, identify potential opportunities for service expansion, in partnership with the Growth team.
  • Proactively identify risk to Partner satisfaction and escalate to DA and SM/MCS
  • Act as primary owner within Client Services for new implementations and projects
  • Participation in/leadership of process improvement work to support overall Q-Centrix or Client Services department initiatives

Quality Management:

  • Oversee quality for all assigned projects including identification of trends in partner data quality, identifying opportunities for improvement, and communicating both to the partner, in partnership with the Clinical Data Lead overseeing quality for assigned projects
  • Oversee pre-submission clean-up and ensure timely submission of data
  • Other quality tasks, as assigned
  • Less than 5% abstraction 

Required Skills/Abilities:

  • Strong analytical and critical thinking skills to approach problems in a systematic method using the ability to synthesize data and suggest recommendations
  • Demonstrates high standards for accuracy and attention to detail
  • Demonstrates technical savvy and strong desire to learn new systems and technology
  • Thrives working independently and takes ownership of projects
  • Consistently and clearly communicates, adjusting style and tone as needed to effectively collaborate with hospital partners, peers, abstractors and others
  • Demonstrates strong self-organizational and time management skills to concurrently manage multiple accounts, adjusting as needed to shifting timelines and priorities
  • Adapts to changes in hospital partner timelines, requirements, and project assignments
  • Maintains a high degree of responsibility in keeping PHI secure and confidential

Education and Experience:

  • 3+ years direct data abstraction experience in the applicable division/service line
  • Other certifications as required by applicable measure of registry (i.e. CTR for Cancer registries)
  • 1+ years providing coaching and guidance to teams (preferred)
  • Exposure to multiple patient medical record systems (EMRs) and clinical databases
  • RN, LPN, RT, RVT, or RCIS credentials (preferred)
  • Intermediate proficiency with MS Office (Microsoft Excel) 

Who are we?
At Q-Centrix, we hire people who love learning, value innovation and believe in our mission and values to improve outcomes in healthcare. We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.

We employ people based on the needs of the business and the job, and their individual professional qualifications. Here’s what does not impact our employment decisions: race, religious creed, religion, color, sex, sexual orientation, pregnancy, parental status, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status, health, marital, civil union or domestic partnership status, or any status or characteristic protected by the laws or regulations in locations where we operate. If you are an individual with a qualified disability and you need an accommodation during the interview process, please reach out to your recruiter.

We celebrate and embrace these differences, and take pride in our commitment to being an equal opportunity team.

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What are Q-Centrix Perks + Benefits

Q-Centrix Benefits Overview

We’re in the business of taking care of people—especially our team members. Q-C team members and their families (and pets!) are supported by a number of benefits and perks, including a great deal of flexibility, meaningful work, and well-rounded total rewards centered around wellbeing.

Volunteer in local community
Q-Centrix provides time off which allows all employees to volunteer in their local communities, reaching 48 states!
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Q-Centrix has a social committee focused on the Chicago Office outings and events and a Diversity Counsel committed to our ongoing efforts, campaigns, communications and culture.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Our diverse team comes from a variety of backgrounds and experiences. Our Manager, DEIB, Culture, and Engagement is focused on continuous improvement of our D&I initiatives.
Unconscious bias training
Q-Centrix hosts annual unconscious bias training for all employees and managers.
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Q-Centrix’s Flexible Spending Account (FSA) helps team members cover out-of-pocket medical expenses with pre-tax contributions of up to $2,850 annually.
Disability Insurance
Q-Centrix’s short and long term disability insurance is employer covered, and pays up to 60% of an employee's annual salary up to $1,500 weekly, for up to 12 weeks.
Dental Benefits
Q-Centrix dental plan covers 100% of the cost of preventative care for in-network providers. Preventative care includes exams, cleanings, fluoride, x-rays etc.
Vision Benefits
Q-Centrix’s vision insurance plan provides 100% coverage for annual eye exams and lenses after a $20 copay. Frames and contact lenses are covered up to $130.
Health Insurance Benefits
Q-Centrix offers a robust medical and prescription drug program to team members through BCBS PPO and HDHP options, covering a wide range of providers nationwide.
Life Insurance
Team members have the option to elect voluntary life insurance up to $500,000 for Employee Life, $100,000 for spouse and $10,000 for children.
Pet Insurance
Q-Centrix is happy to offer voluntary pet insurance through Nationwide. Nationwide pet insurance provides healthcare coverage for your dog, cat, bird, hamster or other exotic pet.
Wellness Programs
Q-Centrix’s offers wellness programs though our benefits, giving employees health club discounts as well as wellness tools.
Onsite Gym
Mental Health Benefits
We offer a 100% employer-paid EAP to help team members find solutions and resources to tackle life’s challenges.
Retirement & Stock Options Benefits
Team members become eligible for our 401(k) plan the first of the month following 120 hours of service in one calendar month. Team members are always 100% vested in their own contributions.
401(K) Matching
Our 401(k) retirement plan matches 50% of an employee's contributions up to 6% of their annual base salary.
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Q-Centrix’s Dependent Care FSA, allows team members to use funds to cover the cost of child or adult daycare.
Generous Parental Leave
We offer up to 6 weeks of paid parental leave for new parents with at least six months of service as well as a phase back program. Additional paid time is covered though short-term disability.
Flexible Work Schedule
Q-Centrix offers a flexible work schedule for team members to promote a work-life balance that works for individuals.
Remote Work Program
Currently, all Q-C team members are either 100% remote or hybrid, based on their location and preferences. Folks local to our Chicago and San Diego offices are free to work onsite if they wish.
Family Medical Leave
Q-Centrix offers up to 12 weeks of unpaid, job-protected leave per year for any team member eligible under the Family and Medical Leave Act (FMLA).
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We offer full-time, exempt team members a flexible, unlimited PTO program, and full-time, non-exempt team members up to 35 days a year.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Team members can dress comfortably and casually any day of the week.
Commuter Benefits
Q-Centrix offers pre-tax commuter benefits for all full-time employees.
Company Outings
Q-Centrix has company sponsored office outings.
Game Room
Our Q-Centrix offices have designated game areas that we encourage team members to use when they need a break!
Stocked Kitchen
Our offices have stocked kitchens with snacks and refreshments.
Some Meals Provided
Q-Centrix offers meals during some lunch & learns and office events.
Happy Hours
We love getting together with our team members for a company sponsored happy hour.
Q-Centrix offers parking benefits to full-time team members, as needed, through our commuter benefits program.
Pet Friendly
Our San Diego office is dog-friendly, and we also offer pet insurance for your furry friend.
Fitness Subsidies
Through BCBS we offer a fitness benefit which provides multiple gym packages, virtual classes, and pay-as-you-go options.
Home Office Stipend for Remote Employees
Q-Centrix offers a bi-weekly stipend for internet costs.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Q-Centrix hosts lunch and learns where speakers share insights on variety of topics related to our business and career development.
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Q-Centrix offers team members flexible work schedules which allows one to participate in professional development opportunities like conferences, courses or classes.
Online course subscriptions available
Customized development tracks
Paid industry certifications

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