What are the responsibilities and job description for the Senior Triage Quality Nurse position at Medcor Inc?
JOB SUMMARY
The Senior Triage Quality Nurse will assist Medcor Triage with clinical analysis of calls, quality data collection, studies, proactive call audits (clinical and operational) and responses. The Senior Triage Quality Nurse will provide initial and ongoing clinical training to nursing staff. This role will work in close collaboration with the Triage Quality Nurses, Telehealth Triage Clinical Director, Medical Director and/or Chief Medical Officer, and members of the Triage Operations Quality Team and Training Departments. The Senior Triage Quality Nurse will be a key player in training and mentoring triage staff, ensuring high standards of care, and identifying areas for improvement in the triage process.
ESSENTIAL DUTIES & RESPONSIBILITIES
Work with Telehealth Triage Clinical Director to develop and maintain a framework for a proactive quality assurance program to meet the ongoing quality needs of the Triage Division.
Conducting both proactive and reactive audits of calls, as well as identifying and addressing escalating clinical concerns via self-reports, team lead audits and identified trends.
This includes:
- Reviewing recorded calls
- Responding to client complaints or concerns
- Conducting follow-up investigations
- Interviewing staff and clients when needed
- Making determinations of compliance with clinical criteria
- Provide coaching and retraining to triage advocates and report clinical findings to the Telehealth Triage Clinical Director and the Medical Director/Chief Medical Officer.
Attend and participate in the Quarterly Quality Meetings.
Assist with maintenance of triage algorithms as needed.
Manage quality outcomes and compliance studies in collaboration with the Telehealth Triage Clinical Director.
Provide clinical support for the Triage Team Leads by:
- Meeting with Team Leads on a regular basis provide feedback about their audits, discuss relevant topics and trends, and make them aware of emerging issues or changes.
- Coordinating clinical vetting of applicants for open Triage Team Lead positions.
- Training Triage Team Leads to the clinical aspects of call auditing.
Provide clinical support and training for the Triage Preceptors in collaboration with the Training Department. Coordinate and provide additional clinical training for Triage Advocates in their first 90 days after completion of New Hire Training.
Consult with Triage Preceptors and Training to identify educational needs and make training recommendations for preceptees identified as possibly benefitting from extra assistance in accordance with Operations Policy for training.
Coordinate with Clinical Affairs leadership, Training, and Triage Operations as a subject matter expert (SME) to develop and maintain clinical training for Triage Advocates.
Provide content to Training for periodic Knowledge Checks to assess Triage Advocates clinical competency; and, in collaboration with the Telehealth Triage Clinical Director, implement interventions to improve Advocates clinical competence.
Support development and improvements to AFKAM.
Collaborate on the development of practical project plans to help drive multiple initiatives with a focus on operational & cultural transformations and improved business performance.
Attend meetings at the request of leadership.
All other tasks or duties as assigned.
