Lead Triage RN Quality Analyst

Yale New Haven Health•Milford, CT

About The Position

The Lead RN Quality Analyst in the Connection Center ensures that daily operations of the Clinical Triage Team meet Yale New Haven Health System quality goals and metrics through live and post-interaction monitoring. The role reviews and monitors clinical documentation for adherence to department procedures and policies, and follows the department QA plan to support high-quality service for patients, caregivers, and other stakeholders. The Lead RN Quality Analyst oversees the day-to-day organization and operations of the clinical team while working directly with the RN supervisor. The role monitors and audits interactions, evaluates quality performance and trends, identifies process inefficiencies and root causes, and recommends improvements. It also provides coaching, mentoring, training, and functional support to Connection Center nurses; supports escalation and patient-care decisions; and helps develop and maintain processes, procedures, guidelines, reports, action plans, and training materials. The position coordinates certain daily team operations, including triage in-baskets, outbound calls, lunches, and call-volume monitoring.

Requirements

Bachelor’s degree in nursing.
Call Center Triage experience.
At least 5 years of clinical experience.
Current Connecticut RN license.

Nice To Haves

ICU or ED clinical experience preferred.
Charge Nurse experience preferred.

Responsibilities

Monitor and audit live and post interactions for service quality, information accuracy, and adherence to approved standards and guidelines.
Analyze process inefficiencies and opportunities, including root causes, and recommend improvements to patient experience and performance.
Mentor Connection Center nurses on quality monitoring and process coaching.
Provide functional support and explain systems used by the Connection Center; serve as a data consultant when needs arise.
Identify opportunities to improve departmental performance through automated solutions, technology, and best practices.
Address internal and external customer issues and requests promptly and resolve concerns.
Conduct evaluations using departmental quality monitoring forms.
Analyze and provide feedback on Connection Center quality performance trends and data.
Coach, train, and provide feedback to nurses; lead follow-up on performance gaps found in audits and promptly advise management of behavior that does not support professional standards.
Create, maintain, and track reports; assist with developing processes, procedures, guidelines, action plans, and training materials.
Support nurses throughout the day by answering questions and providing clarification.
Provide escalation support as needed, including facilitating calls to 911 and helping determine whether a patient needs the ED or another level of care.
Provide enhanced support to nurses during orientation and after they complete orientation.
Monitor triage in-baskets, assign outbound calls according to department policy, coordinate nurses’ lunches to limit overlap, and monitor the 2Ring Dashboard so incoming calls are handled in real time whenever possible.
Work closely with the Supervisor on ongoing work, including real-time coaching, practice escalations, down-staffing as needed, chart review, and continuing team education.
Perform other duties as assigned.