MedAssurant, a national leader in chronic care management and medical informatics, is seeking a Quality Analyst for the Care Management Operations group. We are looking for an energetic and passionate individual to use their extensive background in clinical quality to manage our existing programs and develop a comprehensive quality management program.

Your experience in disease management and superb interpersonal skills will enable you to demonstrate your ability to successfully lead a team of communication center nurses and in-market staff through our quality programs and provide the highest level of efficiency and productivity.  

Responsibilities:

1.        Assist with the development of a comprehensive quality management program, which, in conjunction with their day to day coaching from the leads, enables the communication center and in-market staff to deliver on program goals effectively (quality) and efficiently (productivity).  Quality program to focus on call quality, including rating tools, targets and inter-rater reliability. 

2.        Manage and execute the quality program on a day to day basis in keeping with the program design, including performing call reviews and scoring for staff, review and feedback on lead scoring, leading inter-rater reliability sessions and preparing quality metrics and reports.

3.        Continuously improve the Quality program, for example:

a.        Conduct routine and ongoing research with physician support regarding accepted national guidelines and best practice standards of care and develop applicable training content for clinical staff;

b.        Assist in the development of specifications to accomplish the goals of focusing clinical and non-clinical staff on the most important elements required to perform effective patient interactions;

c.        Provide input on the efficiency, clinical efficacy and goal-oriented outcomes of staff performance with patient interactions to identify areas for improvement and appropriate training updates;

d.        Assist with the development of measurement and audits of performance goals for individuals and the group at large and based on results, develop training and mentoring interventions to continually improve quality of service delivery;

4.        Work collaboratively with the Clinical Content and Effectiveness Team to accomplish the above objectives.

5.        Deliver key elements of the quality program training directly to staff, including core on-boarding and key updates.

Job Requirements:

• Must have current State of Maryland Registered Nurse license.


• Minimum of two years health care call center experience required


• Clinical Quality experience preferred


• Positive, flexible and self-motivated attitude


• Strong clinical skills and clinical coaching skills


• Excellent verbal and written communication skills


• Superb process flow designing skills


• Excellent interpersonal skills including effective listening and negotiation skills


• Ability to set priorities and work on multiple tasks simultaneously


• Strong work ethic, autonomy, dependability and ability to work as team player


• Detail oriented with excellent follow-up skills


• Solutions oriented and able to make independent decisions

Education:

Bachelor’s degree with current State of Maryland RN license