Lead Triage RN Quality Analyst

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Lead RN Quality Analyst in the Connection Center will ensure that the daily operations of the Connection Center Clinical Triage Team meet the quality goals and metrics of the Yale New Haven Health System (YNHHS) aligned clinician enterprise through live and post interaction monitoring.

The Lead RN Quality Analyst will be responsible for reviewing and monitoring clinical documentation for adherence to department procedures and policies and follows department QA plan to ensure quality and outstanding service is being provided to patients, caregivers, and other key stakeholders. The Lead RN Quality Analyst will oversee the day-to-day organization and operations of the clinical team working directly with the RN supervisor.

EEO/AA/Disability/Veteran

Responsibilities

• 1. Monitors and audits live and post interactions to ensure quality service, accuracy of information, and adherence to approved standards and guidelines
• 2. 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
• 3. Acts as a mentor to other Connection Center nurses as it pertains to quality monitoring and process coaching
• 4. Provides functional support and a thorough understanding of systems that support the Connection Center and serves as a data consultant when needs are identified
• 5. Works as a change agent for automated solutions; seeks opportunities to improve departmental performance through technology and best practices
• 6. Provides exceptional customer service by promptly addressing internal and external customer issues/requests and resolves concerns
• 7. Conducts evaluations utilizing departmental quality monitoring forms for audits
• 8. Analyzes and provides quality performance feedback on trends and data of the Connection Center
• 9. 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
• 10. Creates, maintains, and tracks reports. Assists with the development of Connection Center processes, procedures, guidelines, action plans, and training materials
• 11. Provide support to nurses throughout the day to answer questions and provide clarification
• 12. 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
• 13. Provide enhanced support for nurses during and newly off orientation
• 14. 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
• 15. 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
• 16. May perform other duties as assigned

Qualifications

• EDUCATION
• Bachelor's degree is nursing required.
• EXPERIENCE
• Call Center Triage Experience required. A minimum of 5 years of clinical experience required, ICU or ED preferred. Charge Nurse experience preferred.
• LICENSURE
• Current CT RN License required.
• YNHHS Requisition ID
• 197342

Responsibilities

• 1. Monitors and audits live and post interactions to ensure quality service, accuracy of information, and adherence to approved standards and guidelines
• 2. 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
• 3. Acts as a mentor to other Connection Center nurses as it pertains to quality monitoring and process coaching
• 4. Provides functional support and a thorough understanding of systems that support the Connection Center and serves as a data consultant when needs are identified
• 5. Works as a change agent for automated solutions; seeks opportunities to improve departmental performance through technology and best practices
• 6. Provides exceptional customer service by promptly addressing internal and external customer issues/requests and resolves concerns
• 7. Conducts evaluations utilizing departmental quality monitoring forms for audits
• 8. Analyzes and provides quality performance feedback on trends and data of the Connection Center
• 9. 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
• 10. Creates, maintains, and tracks reports. Assists with the development of Connection Center processes, procedures, guidelines, action plans, and training materials
• 11. Provide support to nurses throughout the day to answer questions and provide clarification
• 12. 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
• 13. Provide enhanced support for nurses during and newly off orientation
• 14. 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
• 15. 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
• 16. May perform other duties as assigned

Qualifications

• EDUCATION
• Bachelor's degree is nursing required.
• EXPERIENCE
• Call Center Triage Experience required. A minimum of 5 years of clinical experience required, ICU or ED preferred. Charge Nurse experience preferred.
• LICENSURE
• Current CT RN License required.