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Yale New Haven Health · 14 hours ago

Lead RN Quality Analyst **Call Center experience needed

Hamden, CT

Full-time

Onsite

Senior Level

5+ years exp

Yale New Haven Health is seeking a Lead RN Quality Analyst for their Connection Center. This role involves ensuring the quality of daily operations, monitoring clinical documentation, and overseeing the clinical team to enhance patient experience and performance.

Health Care

H1B Sponsor Likely

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

Required

Bachelor's degree in nursing required

Call Center Triage Experience required

A minimum of 5 years of clinical experience required

Current CT RN License required

Preferred

ICU or ED experience preferred

Charge Nurse experience preferred

Company

Yale New Haven Health

Glassdoor3.7

Yale New Haven Health is making it easier for people to access the latest medical treatments, advanced research and innovations through our five outstanding hospitals – Yale New Haven, Bridgeport, Greenwich, Lawrence + Memorial and Westerly – and our affiliation with the prestigious Yale University and its highly-ranked Yale School of Medicine.

Founded in 1996

New Haven, Connecticut, USA

10001+ employees

https://www.ynhhs.org/

H1B Sponsorship

Yale New Haven Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2023 (1)

2022 (4)

2021 (6)

2020 (4)