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Smilow Cancer Hospital · 2 days ago

Lead RN Quality Analyst **Call Center experience needed

Hamden, CT

Full-time

Onsite

Senior Level

5+ years exp

Smilow Cancer Hospital is focused on providing exceptional healthcare and support to patients. The Lead RN Quality Analyst will oversee the Connection Center Clinical Triage Team's operations, ensuring quality goals are met through monitoring and auditing interactions, providing coaching, and enhancing departmental performance.

Hospital & Health Care

Responsibilities

Monitors and audits live and post interactions to ensure quality service, accuracy of information, and adherence to approved standards and guidelines

Analyzes and identifies inefficiencies and areas of opportunity, including the root cause, in processes and makes recommendations to enhance the patient experience and improve performance

Acts as a mentor to other Connection Center nurses as it pertains to quality monitoring and process coaching

Provides functional support and a thorough understanding of systems that support the Connection Center and serves as a data consultant when needs are identified

Works as a change agent for automated solutions; seeks opportunities to improve departmental performance through technology and best practices

Provides exceptional customer service by promptly addressing internal and external customer issues/requests and resolves concerns

Conducts evaluations utilizing departmental quality monitoring forms for audits

Analyzes and provides quality performance feedback on trends and data of the Connection Center

Provides coaching, training, and feedback to Connection Center Nurses. Leads on performance gaps found in audits. Advises management immediately of any type of behavior that does not support the Standards of Professional Behavior of the YNNHS aligned clinician enterprise

Creates, maintains, and tracks reports. Assists with the development of Connection Center processes, procedures, guidelines, action plans, and training materials

Provide support to nurses throughout the day to answer questions and provide clarification

Available for escalation as needed, i.e.: assisting with facilitating calls to 911, cross-check for patients needing the ED vs another level of care

Provide enhanced support for nurses during and newly off orientation

Monitors all triage in-baskets. Assigns outbound calls to nurses following the department policy. Coordinates nurses. lunches to ensure limited overlap of scheduled lunch times. Continuously monitoring 2Ring Dashboard for call volume ensuring incoming calls are handled in real time as often as possible

Working in close collaboration with the Supervisor with ongoing work i.e.: real-time coaching, escalation from the practices, down-staffing as needed, chart review and ongoing education for team

May perform other duties as assigned

Qualification

Call Center Triage ExperienceClinical ExperienceBachelor's Degree in NursingCurrent CT RN LicenseCharge Nurse ExperienceQuality MonitoringCoachingTrainingCustomer Service