Lead QA RN

Yale New Haven Health•Hamden, CT

About The Position

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

Requirements

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

Nice To Haves

Charge Nurse experience preferred.

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