Nurse Navigation Quality Supervisor

Nurse Navigation Quality Supervisor

Salary Range $85K - $93K

The Nurse Navigation program utilizes a national network of care coordinators and communication centers to link 911 call centers, nurse navigators, physicians, and mobile medical response teams together to provide world class care coordination, patient navigation and unplanned care services 24 / 7, 365 days a year.

Our team of nurse navigators provide superior care to support our partners who rely on our team to provide expertise of our large interprofessional workforce, and experience the value our national footprint, operational infrastructure, and innovative technologies creates.

Our innovative programs are specifically designed to fill in gaps in services, provide economies of scale, improve operational efficiencies, and generate substantial savings with optimal return on investments for patients and payors.

Job Summary

The Quality Assurance Supervisor monitors patient and provider interactions to ensure services are in line with the organizational objectives.

Optimizes quality assurance processes to increase nurse navigators' efficiency through behavior modification, enhanced quality service to patients and customers, and improved clinical and operational outcomes.

Quality assurance activities include performance reviews of nurse, patient, and other stakeholder interactions. Produces performance reports, presentation decks, action plans and quality improvement projects for both internal and external stakeholders.

Execute assigned tasks and / or phases of project plan monitor and report on progress. Share best practices and lessons learned to achieve improvement in health care delivery systems, processes, and outcomes.

ESSENTIAL FUNCTIONS / DUTIES

• Perform quality checks by scoring call recordings as well as listening to "live" calls (side by sides) to offer immediate feedback.
• Ensure that patient interactions meet quality standards by establishing and maintaining quality control systems and processes.
• Identifying and resolving quality issues in department processes and working with team leaders on strategies to improve them.
• Monitoring and resolving customer feedback and complaints in a timely manner.
• Participate as an internal consultant to the Quality Assurance Manager on issues including, but not limited to, clinical metrics, staff performance and trends affecting customers.
• Work in tandem with the 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.
• Facilitates coaching of staff for improvement opportunities.
• Recognizes when coaching attempts are not successful and need to move to counseling.
• 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 evidenced based criteria.
• Assist in developing annual quality performance plan to include all lines of departmental business, patient safety measures, transportation measures, patient satisfaction.
• Assist clinical and operational leaders in accreditation process and maintain documentation of all standards for compliance.
• Participate in regularly scheduled internal and external Quality Committee meetings.
• Together with Clinical and Operational leaders perform workflow analysis, provide consulting on workflow changes that need to occur with the implementation of new functionality solutions and validate post-go-live to resolve gaps or outstanding issues.
• Processes, investigates, and resolves complaints and grievances received by clients, patients, and providers. Produces resolution reports to applicable internal and external stakeholders.
• Participate in interviewing and hiring new staff members as needed.
• Participate in call taking as needed.
• Adhere to all company policies and procedures.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities :

• Experience performing quality assurance programs for clinical staff.
• Pre-Hospital experience preferred.
• Knowledge of performance evaluation and customer service metrics.
• Ability to work in highly complex, technical environments.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with problem-solving ability.
• Excellent communication and presentation skills (written, verbal)
• Ability to measure and evaluate staff training needs, as it relates to clinical practice.
• Strong interpersonal, organizational, leadership, and prioritization skills.
• Being self-motivated.
• Maintaining a flexible schedule to accommodate clinical hours for coaching.
• Strong skills in using Microsoft tools as such as Visio, Teams, PowerPoint

Education / Licensing / Certification :

• Active Licensed Practical Nurse (LPN), Licensed Vocational Nurse (LVN) or Registered Nurse (RN) is required. Must have the ability to obtain compact and non-compact nursing licenses across the United States
• 2- 4 years of demonstrated clinical quality / consulting experience in acute / non acute settings preferred.

Why Choose GMR? Global Medical Response 's (GMR) family of solutions. Our GMR teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services.

View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com . Learn how our values are at the core of our services and vital to how we approach care and check out our comprehensive benefit options at GlobalMedicalResponse.com

EEO Statement

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.